Showing 0% Message Response Rate After Messages Glitch

[WildWestFrontierArt]

After being a shop that was receiving "Messages" that were really old messages I sent to customers when their order is complete, I just looked at my Customer Service Stats for the current period and it is showing 0% for Messages.

[BagmakerSupply]

@WildWestFrontierArt: Have you checked the applicable CSV file available on your Customer Service page to see how Etsy came up with that calculation? When you look at the file remember that that the dates / times are in UTC (not your time zone), only the first message of a new incoming thread is included (all that counts for Star Seller), and a new incoming thread is not included until after the 24 hour reply window has passed regardless of when you replied. Star Seller stats (and the CSV file) are updated only once per day so there may be an additional day's delay. There is also a link to the actual message thread so you can verify if the data is correct or not. 

[cindylouwho2]

My returned Messages are not showing up in my csv at all, but I did reply to them so I wouldn't get dinged. 

You are likely going to have to open a Support ticket, as admin rarely answers these types of threads. They did say they are looking into this issue, though. 

[thatregina · Accepted solution]

Hi folks, 

We understand that some sellers have experienced an issue where existing messages were unexpectedly marked as unread or unseen. Please know that this issue will not negatively affect your response time or Star Seller metrics.

We know how disruptive this can be and want to assure you that the underlying cause has been addressed. Thank you for your reports.