Star Seller issues - incorrect message response rate

[TheGlassGoblins]

Hi there - bit confused because my message response rate is listed at 92% but to my knowledge I haven’t missed any messages, nor have I responded late to any.  Occasionally I get notifications in my email that I’ve gotten a message but it isn’t in my inbox when I log in to the app / website.  I’ve been working hard the past 3 months to attain star seller so I’m pretty bummed that a glitch seems to have ruined that.

[NanaLetha]

Check your spam folder 

[BagmakerSupply]

@TheGlassGoblins: "... but to my knowledge I haven’t missed any messages ..." Have you checked the applicable CSV file available on your Customer Service page (previous period for July 1st badges and Star) to see which new incoming Message threads Etsy thinks were not answered or marked as SPAM within 24 hours? There is also a link to the actual message thread so you can verify if the data is correct or not.

[TheGlassGoblins]

What can we do as sellers to respond to messages that are unavailable?  I’ll go check the csv file when I have a chance to use my laptop