Star Seller message response stats

[IndoorAffair]

Hello,

would you mind reviewing my message response history?  Etsy is showing me as not meeting the metric currently and that is incorrect. The only messages that I do not get back to within 24 hours are messages that I have had ongoing with a customer while I am working on designs to provide to them. I always respond to new customer questions within 24 hours. 

[vintageNCtreasures]

You're not messaging Etsy here. No one on the forums can see your message history.

If you need to contact Etsy you have to go through the Help pages.

Did a customer possibly send you several "new" messages and you only replied to one of them?
If a customer sent you several "new" messages you have to reply to every one.

You need to look at the metrics for Aug/Sept/Oct since those are the ones that count for the Star Seller for Nov.

[IndoorAffair]

My apologies.  I thought I was messaging Etsy support.  I will contact them directly.  Thank you.

[TheHomespunLoft]

@IndoorAffair 

I would contact Etsy directly and discuss.. coming to the forums for Star Seller is not something I have seen them do. Compare your records to theirs.. and could your on going customers have sent a brand new message not inside your original thread with them?? that would count if you didn't answer it on time. 

All you can do is to compare your notes to theirs and talk to them directly.

[BagmakerSupply · Accepted solution]

@IndoorAffair: First you need to check the applicable CSV file available on your Star Seller page (previous period for November 1st Star). 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 so you can verify if the data is correct or not.

[IndoorAffair]

Thank you.  I appreciate your response.  

[UppNorthEh]

You have the messages badge.

[CatsWhiskersCurios]

You’re a star seller. I don’t understand the issue?

[IndoorAffair]

I am sorry that you don't understand.  

[NanaLetha]

@IndoorAffair  you do have the badge for messages. I don't see the problem.

[IndoorAffair]

My apologies.  I thought I was messaging Etsy support.  I will contact them directly.  Thank you.