Response Stat Incorrectly Calculated

[HollySellorsArt]

Hi, 

My response stats, that have always been 100% have dropped to 93%. I looked at the CSV file. I was speaking with a customer in our main message thread. She raised a Help request, and I responded in the original message, it was a simple query quickly resolved. A day later I suddenly thought about it counting against my response rate and replied just to clear it, but it was too late  

I'm concerned I won't get Star Seller next month because of it - but it's unfair as I actually responded to the customer within minutes!

Can this be fixed?

[ArtDollsbyJD]

You have to respond to all new messages.  That's the rule. Unfortunately you didn't so it counts against you.   

[BagmakerSupply]

@HollySellorsArt: Unfortunately it was not calculated incorrectly - the Star Seller metric is that you need to reply to (or mark as SPAM) the FIRST message of EVERY NEW INCOMING THREAD within 24 hours. It does not matter who sent it, the subject matter, if it is a duplicate or blank or anything else. Help Requests always start a new thread.