Star Seller Message Response rate - new messages not showing in report

[MotorCityBarrels]

I have had at least 4 messages from new customers in the last few week that I responded to within 24 hours but they are not showing up on the message response report, nor is our response % being changed. These were new customers, first message, responded within 24 hours so it seems they should show up on the report. Is there a way to contact etsy support to check this?

[CraftyCornishMaids]

when you are in - current review period

and download the message history, it should show you all messages up to 48 hours ago,

they don't calculate them, until the are passed the 48 hours for the service standard metric, so they are not shown until then

[MotorCityBarrels]

understood but it has been 48 hours and i clearly have 4+ messages from new customers that were replied to. Last message shows from October 9th, 8 days ago. Something is not working.

[CraftyCornishMaids]

My last one counted is 15th of this month

I would log a ticket - help - contact us