Star Seller Response Rate Broken

[PrimsPrintsDesign]

I ‘missed’ a reply to someone. That brought my score down by 6% (94%). I then replied to someone and waited for it to go up. Instead, it went down another 2% (92%). I then replied to a bunch of people and it only went up 2% (94%). I only needed one more % to meet the star seller amount.

I then got more replies the day before the star seller deadline, and had hope it would go up at least the final %. I checked today and it didn’t go up. In fact it went back down another 2%.

Can someone tell me how any of this makes sense? I’ve had many instances like this before. Something is wrong with the algorithm or something. 

Side note, I only missed the original message because it was a seller I was already responding too. They opened a return which then opened up another chat, and I guess not responding for that counted as a missed response 🤦🏻‍

[BagmakerSupply]

@PrimsPrintsDesign: An unanswered or answered late Message hurts more than an answered on time helps. It is just a function of the math. It takes 19 answered on time new threads for every 1 not answered on time new thread to be at 95%.

New threads are not counted until after the 24 hour reply window has passed, regardless of when you actually replied.

The percentage may have changed on April 1st because your January new threads are no longer included in the calculation.

You need to check the applicable CSV file available on your Star Seller page (previous period for April Star) to confirm which message(s) Etsy thinks were answered late or not answered at all. Star Seller stats (and the CSV file) seem to be updated only once per day so there may be an additional day's delay.

As it says right on your Customer Service page and elsewhere, you need to reply to (or mark as SPAM) the FIRST message of EVERY NEW INCOMING THREAD within 24 hours. It does not matter who sent it, the subject matter, if it is a duplicate or blank or anything else.