Star Seller - replying to messages

[MarieJonesFibreArt]

I use the new Etsy App to deal with sales. I always reply to messages within a couple of hours. However this does not seem to be registering with the Star Seller calculator/statistics. 

Since I send comprehensive information when a customer makes a purchase, my messages tend to be post sales and about my artistic process. Doesn't this count as responding to messages?  

Can you fix this or look into it please? 

Kind Regards,

Marie Jones

[CatsWhiskersCurios]

You don't need to respond to a purchase.  That doesn't count towards the star seller.  Read the information in shop manager to ensure you understand how it works. You have to reply to all first messages in a new thread - starting a new thread by responding to a sale doesn't count.

[NanaLetha]

You need to respond to all messages. Sending the buyer a message after they purchase does not count.

[SVGRox]

"For 5 Star Response rate: You respond to 95% or more of initial messages from buyers within 24 hours (just the first message, not ongoing conversations)."

[ArtDollsbyJD]

@MarieJonesFibreArt    You respond to new messages in the message system.  Your sending messages does not count.  New messages only.

Are you sending messages to buyers via their email?  Does not count.  Are you including message in the shipping?  Does not count. 

[BagmakerSupply]

@MarieJonesFibreArt: Have you checked the applicable CSV file on your Star Seller page to check which messages Etsy is counting? That file will include only the first message of a new incoming thread during the three month period, the dates / times are in UTC (not your time zone), and a message is usually not included until after the 24 hour reply window has passed, regardless of when you replied to it.