Star Seller Message Response Rate Data Is Incorrect

[PriorTime]

Hi, I answer all my questions very quickly. It appears that my shop is getting flagged as not responding to messages in the 24 hour period if the customer selects the option: "I have a problem with my order" Could there be a glitch in the systems algorithm. Have any other vendors experienced this? 

Thank you for any help or input!

[NanaLetha]

Never had that happen. 

[SurnamePro]

The entire Star Seller program is trash. Thousands and thousands of seller complaints about it can't be wrong. We are simple merchants working hard to make a living and yet we get treated badly by the corporate market place owners when they do wrong, their software fails, buyers and sellers force unfair targets on you etc. etc. etc. Don't worry about it and you will be fine. Just focus on what you do best and forget the rest.

[CobwebandThistledown]

I had 100% message response rate and replied to all message well within 24 hours. I also got dinged by Etsy by buyers with "I have a problem with" I replied to one buyer already within 3 minutes and the other within 6 hours, Ironically, this was to wish me a Happy Christmas!  There must be a glitch as I have the evidence in my messages. I'm livid!  I can find no way to contact them to complain

[CobwebandThistledown]

Yes the same has happened to me, twice with the same message. I replied to both messages already and the evidence is in my message box, and one was after 3 minutes, the other 6 hours. I've gone down from 100% to 92%, because of this, and I can't contact Etsy to complain. I've lost a perfect rating due to this, and I intend to find out why.

[BagmakerSupply · Accepted solution]

@PriorTime: Have you looked at the applicable CSV file to confirm which new message threads Etsy thinks you did not answer within the 24 hour window? While most messages are supposed to be appended to an existing thread, Help Requests always start a NEW thread and need to be replied to.

[SugarTaffySoap]

@CobwebandThistledown   

For call backs on the weekdays you can go through Shop Manager>Community & Help>Contact Us>Selling on Etsy>(select appropriate drop down)> I Still Need Help>... Call backs are 7 a.m. to 9 p.m. eastern time in English.