Star Seller Problem "Messages"!

[thereyougrow]

Hi there, I just was in the chat with an Etsy agent, who told me to tell my problem here too! I worked really hard last month to become a Star Seller for the first time on October. And with shipping and reviews I can see a difference straight away! But within the messages I keep on 92% the whole time. Last week I had a ton of messages. And I messaged usually within the hour, definately within 24 hours, just yesterday I had 6 new messages answered straight away, and it stays on 92%, no matter what I do...

Now it's coming up to October and I'm on Star Seller percentage with everything else, but that message percentage doesn't change, although I've been answering religiously straight away the last weeks ...

I don't know what to do ... is that a technical problem?

[ChillwolfArt]

Hi, Did you download the CSV file? 

[thereyougrow]

Didn't know about that ...

[GalleryAntiques]

We are only other sellers, Etsy support always tells sellers to post here, but we can do nothing but offer advice. You must have missed a message, otherwise, you would have reached the required 95% or even 100%

There is a way to check by downloading the message and dispatch history https://www.etsy.com/your/shops/me/star-seller/star-seller-stats.zip?last-review=true

HTH

[thereyougrow]

Ok ... I'll try that, thanks!

[thereyougrow]

Now I downloaded it and the last message counted in that file is from the 21 of august! There have been lots of new messages (single threads) after that one which are not on that list...

[Natalya1905]

Stats are refreshed every 24 hours, so I would suggest to wait till tomorrow and check again. If nothing changes, download your Message history CSV file and see what it says. 

[thereyougrow]

Just did, didn't know that existed. But the counted messages on the file stop at the 21 of august ... lots of messages after that one in my Etsy inbox ...

[audreytherese]

It takes answering 19 brand-new messages to offset just one missed message. So, one missed message will quickly lower the percentage, but replying to new messages only very slowly increases the percentage back up. And remember it's only ever the very first message that count. 

[thereyougrow]

Thank you for that insight! With shipping and reviews it goes so fast up, send out a few parcels and it goes up straight away! So I was worried, because that didn't happen with the same amount of messages ...

[BagmakerSupply]

@thereyougrow: "... just yesterday I had 6 new messages ..." Usually a new incoming thread is not included in Star Seller stats until after the 24 hour reply window has passed regardless of when you replied. Star Seller stats (and the CSV file) are updated only once per day so there may be an additional day's delay. Keep in mind that the Star Seller metric is NOT all new messages but only the first message of all new incoming threads.

[thereyougrow]

I thought that already, but it's at 92 % for over 10 days now, may be even longer, no matter what I do ... and this 6 new messages all have been first messages of different threads ...

but still thanks for replying and trying to help out!!!

[audreytherese]

Unfortunately, because of the amount of people saying their percentages aren't changing (even after 24 hours), it's likely there is something going on with the program. Being close to the end of the month one would hope they're working on fixing it now, but we just never know with Etsy. Also unfortunately support is not known to be helpful with stuff like this, so hopefully if they're not already working on a fix then these posts get in front of the right people to start working on a fix. 

[Cathyscomfortcorner]

I have had at least 4 messages and have replied within an hour. I have never replied to a message late in my Etsy history. Yet I’m showing 2 dashes in my percent of answering messages. Yes, there is a problem with messages %. At least in my shop.

[WitticismsRus]

--% means there were no messages to calculate it doesn't mean 0%. It takes a day or two for messages to be calculated sometimes so if the messges were yesterday or day before they may not be calculated yet.

[BagmakerSupply]

@Cathyscomfortcorner: "Yet I’m showing 2 dashes in my percent of answering messages." That means nothing to calculate.  Usually a new incoming thread is not included until after the 24 hour reply window has passed regardless of when you replied. Star Seller stats (and the CSV file) are updated only once per day so there may be an additional day's delay. Keep in mind that the Star Seller metric is NOT all new messages but only the first message of all new incoming threads.

[Cathyscomfortcorner]

I know all this. Yes, I had 4 brand spanken new messages. So I don’t understand why they are not registering at all. Haven’t registered in three months.