Some messages not being included in stats

[JosephineBowDesigns]

I'm unsure if this is a bug, a known issue or if some messages aren't counted towards the stats but looking at the spreadsheet for the messages received in this last star seller review period, not all I received are included. 

I thought maybe it was only customer service request messages (as in from buyers asking a question about an order) but that doesn't seem right either because i have some general enquiry messages included on this list too. 

It's a really strange date range of 2nd May until 25th June. 

I'm just confused!

[CryzalisMasksUK]

Are you sure they did not go into spam?

As far as I am aware only "from Etsy" and "spam" are not included, all other messages are included 

[BagmakerSupply]

@JosephineBowDesigns: Only the first message of a new incoming thread is included in the CSV file (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. "From Etsy" Messages and "Spam" Messages are not counted. Star Seller dates / times are in UTC (not your time zone). Star Seller stats (and the CSV file) are updated only once per day so there may be an additional day's delay.

[JosephineBowDesigns]

thanks, yeah it still doesn't make sense then. The example I'm looking at was in my inbox rather than spam. 

Confusingly Etsy says it was received 2 days ago in my dashboard, but looking at the time I received it from the email notification it was at 1.04am on Monday 30th. (I'm in the UK) so around 40 hours ago now. 

So maybe it doesn't count because the 24 hours since I received it just rolled into this month in my timezone even though it wouldn't be July yet in Etsy's timezone.

[BagmakerSupply · Accepted solution]

@JosephineBowDesigns: I believe that your time zone is UTC + 1 hour, so the Message was sent 12:04 AM JUN 30 UTC, and would not count for Star Seller until after 12:04 AM JUL 01 UTC (or 1:04 AM your time on July 1st).

[ThatsDesignArt]

Hello, I have also missing messages on my CSV file message stats. All 6 messages after the 16th of July are missing and I am at 91% . Its seems not updating anymore. 

[RueDeLouvain]

Same here, I received a message 5 days ago and it does not show up in my message stats. The sender of the message did contact me before, a long time ago, but her new message is being added to the old thread - so my reply does not count towards the Star Seller stats and it does not even show up in the CSV. Is this normal? 

[BagmakerSupply]

@RueDeLouvain: Yes - the Star Seller metric is NOT all new Messages but only the first Message of all new incoming threads.

Only that first Message will be in the CSV file and is not included until after the 24 hour reply window has passed regardless of when you replied.

[GlassyFields]

@RueDeLouvain 

Yes - that's how Etsy messages work. I have threads going back years with repeat buyers. Makes me nuts. But it is normal for Etsy.

[RueDeLouvain]

That’s amazing I did not realise that, after all the years on Etsy and having Star Seller badge. I lost the SS badge a few weeks back because I replied in error to a message that was in spam thinking it was recent (it was days old).  To make up for one “missed message” I now need several more messages. In fact I always reply in a few hours amd well within 24 hrs! But I now learn that the messages I received over the past week don’t count as they’re rolled up into old threads? No messages from existing customers ever count then?