Star Seller Messages Calculations incorrect

[TheHorrorCorner]

I reviewed the excel spreadsheet for the message's portion of the Star Seller program and found that there is an entry for someone who has never been our customer. No messages sent or received, but that mis-entry is disqualifying my shop in the calculations or else I'd have a 100% response rate. How does that get reported or fixed? I tried going through the help route and it led me here. 

[anythinggoeshere]

Can you put the message in your spam folder?

[TheHorrorCorner]

Thank you! That was something I was going to try however there isn't a message in our history for that customer's name / date / time that we are being dinged for. 

[BootifulLabels]

Did you perhaps make any purchases during the month?  Is it possible that person owns an Etsy shop you purchased from during the month?  Even though you were the buyer, Etsy counts every message received for Star Seller, even those you receive as a buyer form other Etsy sellers. You either need to reply with a short "thanks" or similar (you can create a snippet to make this process quick and easy) or mark the message from the seller as spam (it will not affect the seller, but Etsy will not count that message).  You can send the message to spam now and it will fix the problem for the next review, ie it will not count for the July badge, but Etsy has said this will not change the decision for the previous review period after it is made.

[TheHorrorCorner]

I did make a single purchase, but never received any messages. I scoured all of my message history for the name of the person that the spreadsheet shows I didn't reply to and/or the name of the company I made my purchase from, and nothing came about. I thought maybe it was the AI made a mistake and assigned it on accident to our account. Thank you though for your reply and suggestions! Those are also very helpful for the future in keeping up our stats  

[TheHorrorCorner]

UPDATE! Found the problem. We were looking at each individual folder for the message and had not checked the "all" folder. The message was found and only appears in the all tabs and not inbox. A bit weird, but that's our mistake for just relying on the inbox only section. Thank you everyone for your input and advice!!! 

[DesertChains]

I’m guessing  you found it in your trash folder. The back arrow is quite close to the trash button.

[CreativeBliss4U]

Thanks for posting this tip... I need to check my All folder...as well.  

The star system is so flawed.  Why dont we get a credit if the items ships early etc... 

[TheHorrorCorner]

When looking in just the trash folder, the message didn't appear either. It only appeared in the 'All' section which was the weird part of the whole situation. We'll just have to be extra thorough going forward