Star Seller Message Response Incorrect

[VintageHearts01]

For Feb. Star Seller got message saying message response is at 89%. I checked my messages for January and I only have 2 and they were both contacted within 24 hour period. Am I misunderstanding or is this the issue it seems? Thank you in advance for your assistance.

[LynnsLittleShop · Accepted solution]

Star seller is based on the last 3 months.  You can see what messages they consider late by going to your shop manager, star seller, click on the arrow and view the download.

[VintageHearts01]

Thank you for your assistance.

[BagmakerSupply · Accepted solution]

@VintageHearts01: As mentioned, look at the applicable CSV file to see which messages Etsy thinks you did not answer within 24 hours during the three month Star Seller period. Remember that the file will only contain the FIRST message of a NEW INCOMING THREAD (all that counts for Star Seller) and the dates / times are in UTC not in your timezone.

[VintageHearts01]

Thank you for your response.  I appreciate you.

[GlassyFields · Accepted solution]

download the little file that is posted with your star seller stats and you'll see which message you're getting dinged for. It's easy to miss a message.

And for the one you're getting dinged for - mark it as spam. In a day or two or three the stats will reset excluding that message.

[audreytherese · Accepted solution]

When were the messages received? The metrics aren't live, and can often take up to 48 hours to update. If the messages were within the last day or so, then the response rate rating will likely have not updated yet. If the messages were older, then maybe someone from Etsy will check there's not actually a glitch. I have seen them jump into conversations and verify with the accounts when an issue is reported. 

[VintageHearts01]

I appreciate you taking the time to help me.

[LynnsLittleShop · Accepted solution]

The other thing is that if it is a Help request I don't think you can mark it as spam and get it changed. 

[VintageHearts01]

I really appreciate you taking time out of your busy day to assist me.

[TonsOfPaper · Accepted solution]

Hello @VintageHearts01,

We've double-checked the messages affecting your Star Seller, and we can confirm that they have received a response from you after 24 hours. To get a closer breakdown of your messages that were counted as late, you can download a CSV by going to your Shop Manager > dashboard > Star Seller dashboard page > select the Message response rate tile > select the Export link called "Download Message History"

Thank you very much!

[TwoYellowShoes]

I’m having the same issue.  My message history is incorrect. I have responded to all messages within 24 hours.  I responded to a message the other day…reimbursed the customer who no longer needed the item and sent them a free shipping label.  Why am I being penalized? 

[audreytherese]

Did you only send a message with the refund? Or did you respond to the actual message? Messages sent along with a refund don't count towards messages in your inbox, they're separate systems. 

[CarpetCollectionAU]

Did you reply to the "Help Request" the Buyer sent requesting the Refund? Or did you just issue the Refund and message the Buyer from the Refund Page?

Actions and Messages from the Refund Page so not "stack with"  the Help Request. You also have to write a response to the Help Request, even if it is just "I have processed your Refund. Please look out for the automated notification confirming this".

[TwoYellowShoes]

I am not sure but it seems unattainable at this point. I’ve gone above and beyond to help a customer with their order and have messaged them a few times to make sure they are happy and they left a great review and it’s setting me back a few months now.   Please fix this issue.  

[Adorabilities]

What does the CSV say is being counted against you? It doesn't matter how many times you've replied to your customer or what the outcome of the situation was -- the only thing being counted is if you've answered their first inquiry within 24 hours.