Star Seller Response Rate Dropping for No Reason

[TheBadassGlassLass]

Hello. I've seen my Star Seller response rate stats drop from 100% to 67% in the last few weeks, despite responding to all but one email in 24 hours. The average should certainly be above 90% based on how many messages I've responded to, even with that one late email. Why is this happening? What can I do about it?

[NanaLetha]

Download a CSV for messages and see which ones Etsy thinks you missed.

[Soapsmith]

Remember, it is based on the last 90 days/3months more or less.  So, as of April 1, the response rate changes due to the months that are included for this month's star seller rating being dropped off as it is a percentage. This happens every 1st of the month.  That is probably why your percentage dropped - the month that dropped off had more messages than the latest month that is now included.  As mentioned, you can download the report and double check the math, but it is likely correct based on the 3 months that are included in the figures for the April star seller.

[BagmakerSupply]

@TheBadassGlassLass: The numbers you see now on your Star Seller page are for the May star (data from February, March, and April), the previous period has the data for the April star (data from January, February, and March). Most likely you now have fewer answered on time messages to offset any unanswered / answered late messages than you did during the previous period.

Have you checked the applicable CSV file available on your Star Seller page to confirm which new Message threads Etsy thinks were unanswered or answered late? Keep in mind that the Star Seller metric is NOT all new messages but only the first message of all new incoming threads.

"... one late email ..." Incidentally, eMails do not count for Star Seller, only Etsy Messages.

[ArtDollsbyJD]

Also make sure to check spam folder.  Some sellers are finding legit messages ending up there and they are finding because they did not see them to respond do that their star seller stats went down,

The CSV will give other information.

[audreytherese]

Don't forget only the first message counts towards the percentage. You could respond to 50 messages a day, but if they're not initial messages, then the SS stats won't move. As others said, you can download the file to get more clarification. 

[TheBadassGlassLass]

Thank you, all, super helpful!