Star Seller Stats for Response Times to Customers

[BigfootdesignsGB]

I keep being marked down for my response stats (80%) so miss that star rating. However i respond to all emails immediately. I have checked back over the month and can fin no examples of a missed response. Customer Services agree but say they cant help I have to raise it with this forum!  All I can think is that time zones are not taken into account or that when A customer posts a thankyou it counts against me if I dont reply back again forcing me to have the last word. If this is not true then how can I get somebody to check my account and correct the star seller rating?? 

[CraftyCornishMaids]

You don't need the last word.

You just need to reply to each new message thread, once, which will be highlighted in blue.

Do it through a browser, in the message section, and reply to the thread,

e-mails and the app could have delays

...... and don' forget, you can't just "reply" to the e-mail, that doesn't work, you have to go to the body of the e-mail, and click on the etsy embedded reply button.

[BootifulLabels]

Download the message response CSV and it will tell you which messages were not answered on time.  It may have been a message from a seller you purchased from and you didn't think you needed to answer.  SS checks EVERY new message you receive and if it isn't responded to within the 24 hr requirement you get dinged.  It doesn't matter who it is from or what it is about, ALL new messages require a first response within 24 hrs (you don't need to keep responding, they only count the first.  Sometimes new buyers will start a new message each time instead of responding in the same thread.  If this happens you have to reply once to each new message.

[TandemElementsShop]

•someone's initial message triggers the 24hr clock. any subsequent messages in the thread (eg: 'thank you') do not require you to keep having the last word

•when I want to locate the culprit of a purported missed-message, rather than check through all the messages for the month, you can download the star seller stats report (https://www.etsy.com/your/shops/me/star-seller/star-seller-stats.zip) and look for the word "no" in the "Replied within 24 hours?" column

[BagmakerSupply]

@BigfootdesignsGB: The Star Seller metric is NOT all new messages but only the first message of all new incoming threads.

As mentioned, have you checked the applicable CSV file available on your Star Seller page to see which new Message threads Etsy thinks were unanswered or answered late? 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. Star Seller stats (and the CSV file) seem to be updated only once per day so there may be an additional day's delay. There is also a link to the actual message thread so you can verify if the data is correct or not.