Star Seller Message Response Rate not updating correctly

[EnhancedHealth]

I’ve been stuck on 94% message response rate on  Etsy even though I’ve responded to all messages within the right time. I saw it was at 94% and every single message approximately 9 messages I responded to in minutes. I waited 4 days and the % is still stuck on 94% why is this? 

[JJewellerySuppliesUK]

Go to your shop manager, click on Star Seller and click in the box for messages and download the spreadsheet to see which ones Etsy deems have not been answered.  Remember, the score is for the past 3 months,  not just this month. 

[BootifulLabels]

How many messages have you had in the current rating period. For every 1 message you are dinged for, you need 19 answered on time to stay  within the 95% requirement.  If you are on 94% that suggests you had more than one unanswered, so that means you need at least 38 qualifying messages to achieve the badge.

[BagmakerSupply · Accepted solution]

@EnhancedHealth: "I’ve responded to all messages within the right time." Was each of these messages the first message of a new incoming thread? The Star Seller metric is NOT all new messages but only the first message of all new incoming threads.

As suggested, check the applicable CSV file available on your Star Seller page. When you look at the file remember that that the dates / times are in UTC (not your time zone), only the first message of a new incoming thread is included (all that counts for Star Seller), and usually a new incoming thread is not included until after the 24 hour reply window has passed regardless of when you replied.