Star Seller Stats are Wrong

[TiffanyTreasureShop]

How do I get my Star Seller stats corrected when there is an error?  I respond to every buyer within 24 hours yet I am being penalized for messages that are ongoing with a buyer that no longer require a reply.  My stats are being lowered if I do not respond to every message ever if it is in the same ongoing thread with the same buyer.  I was under the understanding that you only had to respond to the initial new message not all subsequent ongoing messages in one thread.  How do I get my stats fixed to show the correct data?

[BagmakerSupply · Accepted solution]

@TiffanyTreasureShop: Are you basing this on the applicable CSV file available on your Star Seller page? When you look at the file remember that that the dates / times are in UTC (not your time zone), only the first message of a new incoming thread is included (all that counts for Star Seller), and usually a new incoming thread is not included until after the 24 hour reply window has passed regardless of when you replied. There is also a link to the actual message thread to verify which thread it is.

"I am being penalized for messages that are ongoing with a buyer that no longer require a reply." Subsequent messages from the same account (a buyer may have multiple accounts) are supposed to be combined into a single thread - but there are exceptions. For example, a new Help Request will always start a new thread.