Star Seller Message Response Rate Calculated Wrong

[MaxsMomsCreations]

If you think your Star Seller score was calculated incorrectly, you can let us know in the Technical Issues forum.  So here I am...

Only January Responses were calculated...  maybe the year was entered wrong - 11/23-1/23 instead of 11/22-1/23??  I had about 20 messages from customers over the 3 months, but only the 6 in January were counted.

[BagmakerSupply]

"you can let us know in the Technical Issues forum"  Yes, we know but this is a seller peer to peer forum, and should not be considered a way to contact Etsy, if that is your hope (although Etsy does sometimes read and reply to posts).

"...I had about 20 messages" Are you counting all messages or only the FIRST message in a NEW INCOMING THREAD (that is all that counts for Star Seller)?

[MaxsMomsCreations]

I absolutely agree that it seems weird that they want me to post it here, but I am just following instructions.

The 20 messages are new incoming messages.

[Shantelldesign]

I am on the same boat.. and I am so frustrated that they're asking us to communicate the issue via a forum. They stopped calculating my messages on Jan 21 and I have a least 4-5 new incoming messages that came after that. As I just mentioned to them, in a private message I just sent by choosing another category of help (randomly), if their slogan is "ETSY, Keep Commerce Human", they should help their sellers with respect and humanity, by offering a personalized support. I feel that ETSY is becoming more and more inhuman.. That's so bad. 

[MaxsMomsCreations]

I know they say that they don't count the last few days of the month in order to give you time to reply, but a full week seems a bit much.  I hope you are able to get this resolved.

In the good news category, the few times that I have lost the star seller since it started, it has not seemed to affect my sales at all... in fact, I have better sales in those months (not a causal relationship, but an interesting stat.)  Hopefully this time will be the same.

[TonsOfPaper · Accepted solution]

Hello @MaxsMomsCreations,

We've double-checked the conversations that were initiated last January 2023, and we can confirm that there are 11 messages that can be included on the previous review period(November 2022 - January 2023). However, only 6 conversations out of 11 message threads were initiated by your buyer. 

@Shantelldesign,

As per checking the messages you've received after January 21, 2023, we can confirm that you've initiated one conversation and you've received the other three conversations on the last two days of January 2023.

Please remember that only the first message on the conversation initiated by other member(not by the seller) are included on the Message Response Rate. Additionally, message sent on the last two days(UTC) 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.

Thank you very much!