Star Seller program Calc incorrect

[SingletrackApparel]

Question about the star seller program.  It appears to me that it has listed only the current months questions (14) instead of the last 3 months questions (25) in calculating the star program for responsiveness.  (Unfortunately I got a new phone and the etsy app wasn't logged in for a few days so I responded over 24hrs to that one)  However, even that should have my response rate at 96%.  It's listed as 94% which is 13 of 14 questions answered within 24 hours not the 24 of 25.

What am I missing?

Cheers...Mark

[audreytherese]

Are you counting all messages over the 3 months? Or each new message started within the 3 months? Another thing I see often is the stats don't include the last day or two of the month. So if you received a message today, even if you respond right away, it won't be included in the November numbers. 

I believe there's a file you can download to see what they say you're missing. 

[BagmakerSupply]

@SingletrackApparel: Remember that only the first message of a NEW THREAD counts for Star Seller. You should check the applicable CSV file from your Star Seller page to see which messages Etsy is counting. Also, a thread does not count until after the 24 hour reply window has passed and is assigned to the month of the reply by date.

[SingletrackApparel]

Thanks for your responses. Yes, all messages are new and all threads are new.  The CSV file shows 14 responses.  However, it looks like messages over the last 3 days, not including today, have not been added.  That is 6 messages.  In the guidelines it states that responses within the last 24 hours of the month will most likely not be added.  None of these are within the last 24 hours of the month.  

[WitticismsRus]

@SingletrackApparel 

"However, it looks like messages over the last 3 days, not including today, have not been added. "

Unfortunately that is pretty normal for the star seller calculation. It stops calculating a few days before the last day of the month. Admin is aware and either doesn't care, doesn't know how or just won't fix it.

[DesertChains]

Don’t forget that Etsy is using UTC, not the shop’s time zone.

[SingletrackApparel]

Ha!  Okeedokee then.  I guess this should say, from the 1st until whenever we decide to not count any more...   I bet if I didn't respond within 24 hours the last day of the month, THAT would be included.  Thanks all.
Star Seller Assessments

Qualification is automatically assessed every month on the first day of the month (“Assessment Date”). If a seller satisfies the customer service standards and other qualifications for the three (3) months prior to the Assessment Date (“Review Period”), then the seller automatically qualifies to become a Star Seller. (For example, if the Assessment Date is on September 1, 2021, then a seller’s performance from June 1, 2021 through August 31, 2021 is measured.)   

[CarpetCollectionAU]

The time used on the CSV for Messages is UTC. Where SSP Messaging metric is concerned, the important date is not when the Message was received and  replied to, but when the 24 hour Reply cut off lands. If the 24 hours expires in the current Month, the Message reply should be attributed to the current Month. If the 24 hours expires in the next Month, then the Reply is attributed to the next Month, even if it was made in the current Month. 

There is a slight delay in awarding the SSP Badges for any Month and this is to allow the systems to correctly update.

The Message metric is more accurate than Shipping metric. The Shipping metric also uses UTC time and it relies on "Processing Timeframes" to attribute Tracking data to the Month the Order was "due to ship" not when it actually shipped. Also, as Etsy relies on a third party service to report on the Tracking data, if this is delayed, then the Tracking will not update in time for the current Review Period's evaluation, but it will correct for the next Review Period.

[thewhiteribbon]

In my case the message metric was not calculated correctly. I had 4 messages over 24 hours before the end of the month (actually over 48 hours) which were not calculated towards the current period. This means I am at 94% in messages, my other 2 metrics meet the star seller level... I contacted Etsy support and was quickly dismissed with the answer that messages on the last few days MAY or MAY NOT count towards the current period. When I asked why is there not a clear rule to this (24 or 48 hours), the answer was they are still improving the system... 

[Woodlightz]

Same here, messages in the last 3 days are not included.  Riduculous!