Some messages not being included in star seller stats.

[BunnyHopStudio52]

I was looking at my stats for message responses in star seller and had recently gotten some messages and noticed they were not included in the list. Think some others were missing as well, none were marked as spam or from etsy admin. Why is this happening? Frustrating when I am trying to do everything right.

[PrimFun]

Only new messages are entered.  If the messages were attached to a thread previously they are not rated for star seller.

[MountainManCreations]

i had an order that got lost in the mail i had numerous messages back and forth with the customer now etsy says ( after i refunded the order due to being lost )

 that i never responded

 etsy fix this now

[BagmakerSupply]

@MountainManCreations: Have you checked the applicable CSV file available form your Star Seller page to confirm which message(s) Etsy thinks you did not answer? Buyers seem to often send multiple messages in multiple threads. If one of the messages was a Help Request then that always starts a new thread and requires a response for Star Seller regardless of any other messages you may have with the buyer.

[WitticismsRus]

@BunnyHopStudio52 

Were the messages from the last couple days of the month? If so that is normal.

Help center explains here https://help.etsy.com/hc/en-us/articles/4403058372503-How-to-Become-a-Star-Seller-?segment=selling

"Messages sent on the last two days of the 3-month review period may be excluded from the current review period and counted towards the next period instead. This is to allow Sellers a full 24 hours to respond and not be penalized for messages received late on the final day of the review period"

[BunnyHopStudio52]

No it is not from the end of the month, just counting up the number of messages from the last 3 months that were new and my number does not match what my star seller download shows. 

[PlatypusDream]

The Forum is only other sellers.  You will get faster help by contacting Etsy through your Dashboard or the Help Center.

[OmasFabricStash]

Unless one was deleted everyone on this thread is a seller. 
Etsy makes it confusing when they delete a post but keeps the comments to that post. I have read some that make no sense at all when you don’t know what it’s referring to. Some are downright hilarious. 

[BagmakerSupply]

@BunnyHopStudio52: Only the FIRST message of a NEW INCOMING THREAD counts for Star Seller and is included in the CSV file. New threads are not counted until after the 24 hour reply window has closed, dates and times are in UTC not your local time zone, and the file seems to be updated once per day.

[BunnyHopStudio52]

Still not resolved, the messages are not showing up in the star seller stat list after 3 or 4 days and I am responding to them within the 24 hours. How am I to improve this stat if my work is not shown. Also looking at my message list, messages are missing from previous months in the star seller message list. 

[TonsOfPaper · Accepted solution]

Hello @BunnyHopStudio52,

We've double-checked the messages you've received for the previous review period(January 2023 - March 2023), and we can confirm that all the eligible messages have been included on the calculation. Please remember that only the conversation initiated by your buyer(not by you) are being counted towards your Star Seller. 

Additionally, only the first message are being counted, not ongoing conversations. This means that, if a buyer sent you a message again, but the conversation started prior to the evaluation period(January 2023 - March 2023), it will not count towards your Star Seller.

We recommend double-checking the messages that were counted towards your Star Seller, as well as the messages you received during the review period. To get a closer breakdown of the messages counted towards your Star Seller, you can download a CSV by going to your Shop Manager > dashboard > Star Seller dashboard page > Last Review Period > select the Message response rate tile > select the "Download" link.

Thank you very much!

[VintagePanacheStore]

I have old customers (4years ago) writing with a request. Why are these not considered new messages?

[BagmakerSupply]

@VintagePanacheStore: "Why are these not considered new messages?" It is a matter of poor semantics, both by Etsy and by some people posting in the forums. The Star Seller metric is NOT all new messages but only the first message of all new incoming threads.

[FabioMcMustache · Accepted solution]

Hello!

Before posting on the Forums, please check if you are not bumping an old thread that hasn't seen any activity in a while. You can do this by looking at the dates of the most recent replies.

Since this thread is indeed a bit older and the information contained here may be outdated, it will now be closed.

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