Responded to All Messages, But Response Rate Dropped, Possible Glitch??

[ShopFreshlyPressed]

I noticed that my message response rate dropped from 75% on June 1st to 67% as of July 1st, which caused me to lose the Star Seller badge for response time. The issue is, I responded to every customer message in June—always within the 24-hour window, and in most cases, much faster like within minutes or the hour.

I’ve double-checked my inbox and spam folder don’t see any unanswered messages or delays that would have caused this drop. It seems like there may be a glitch or a miscalculation in the way the response rate was tracked for my shop. I’d really appreciate help in reviewing my account and correcting this if possible.

Thanks so much.

[vintageNCtreasures · Accepted solution]

The % is based on the last 3 months, not just June so if you missed replying to any "new" messages in April/May those would be factored in also in the % total.

You need to look at the stats for April/May/June.

You can download a file that shows what messages you missed replying to in those 3 months.
Any new message needs a reply. Example: If a shopper/buyer sent you 5 "new" messages then all 5 would need a reply.

You're not contacting Etsy here.  Etsy won't review your account.
Etsy has also said they will not make changes to SS ratings or manually reward badges.

How to Track Your Progress Toward Becoming a Star Seller – Etsy Help

[audreytherese · Accepted solution]

"my message response rate dropped from 75% on June 1st to 67% as of July 1st, which caused me to lose the Star Seller badge"

You didn't qualify with a 75% rate, not sure why you believe that's what caused you to lose it. You need a 95% response rate to qualify. 

"The issue is, I responded to every customer message in June—always within the 24-hour window, and in most cases, much faster like within minutes or the hour."

It's an average. You didn't need to have any missed messages in June for your response rate to go down. Maybe instead you had more messages in March that were keeping your rate higher, but if those messages dropped off and there were less in June to make up for them, that would bring your average down. 

"I responded to every customer message"

First, it's every first message, doesn't matter if it's a customer message or coming from another seller you bought from. To be at either 75% or 67% you had to miss something. For every missed message it takes 19 brand new messages to offset it, going back to the averages and basic math of how the program works. 

[BagmakerSupply · Accepted solution]

@ShopFreshlyPressed: "I’ve double-checked my inbox and spam folder ..." Have you checked the applicable CSV file available on your Customer Service page (previous period for July 1st badges and Star) to see which new incoming Message threads Etsy thinks were not answered or marked as SPAM within the 24 hour reply window during the three month review period (April, May, and June)?

[ShopFreshlyPressed]

I just checked the CSV, and it does show a 2nd msg with no reply in May, but it was from the same buyer asking the same question, basically duplicates but sent in two separate threads. To avoid confusion and keep the conversation organized, I replied only in one of the threads and continued the communication there. I'm guessing by not replying to both, this is what brought the average down. Going forward, I'll be responding to all msgs sent. Thanks Everyone for your help.

[audreytherese]

Yes, unfortunately that's how it works. I've noticed that I often get 2 messages from previous buyers, normally a regular message then a help request (because Etsy prompts them to send a help request, I guess giving them the impression those are seen and responded to quicker). Because those are 2 different threads, I always make sure to respond to both. Most likely that is what happened to you. On the 2nd thread I will just send something like, 'addressed in other message thread'. 

[HelensCoastalCrafts]

In the last few months I've noticed duplicate messages coming through several times. After the 1st couple I commented on this to a customer who was categorical that she'd only sent me one message.  This would suggest that, along with the comments on this thread there might be an occasional Etsy glitch.  My own % has dropped considerably, which I'm irritated by as its always been high previously. I haven't looked into the stats yet, but now I've read that you can I will do so.  I'm also making certain to always be the last one answering a query or discussion!

[BagmakerSupply]

@HelensCoastalCrafts: "I'm also making certain to always be the last one answering a query or discussion!" Not necessary, keep in mind that the Star Seller metric is NOT all new messages but only the first message of all new incoming threads.

[BootifulLabels]

All new messages count.  That includes those from the same buyer where they sent a whole new message instead of just replying on the existing one, and also any new messages you might get from other sellers.  The system doesn't read messages, it just compares the time stamps for receipt and response to determine if you answered within the 24hr requirement.   EVERY NEW message requires a response within 24 hrs of receipt.

[MellowMadeShop]

If you aren't receiving a lot of messages it takes quite a bit of time to get the % back up in my experience. I missed 1 message back in early June in my working hours (thought I responded but didn't hit send) and my % dropped to 85%. I've needed about 18 messages since then to get my percentage back up. It's at 100% now but I'll have to wait until the end of this month to get star seller again (fingers crossed).  Definitely a reminder to check messages / set a out of hours / don't get distracted!!