Star seller Miscalculated Speedy Replies—Solved!

[SoftThreadCrochet]

I recieved two emails the same day. One said I was awarded star seller for the month and the other said I hadn’t quite made it? I checked my stats and I have 4.9 rating, 100% replies, 100% shipping, I meet the minimum order count/money made, and I have 0 cases opened. I have been a star seller for the past three months and nothing has changed. BUT it says I don’t have the speedy-replies badge so it isn’t giving me star seller for the month? I have 100% reply rate and I’ve answered all messages within a few hours so I should definitely have that badge? I’ve contacted support and I’m getting nothing but bots that keeping saying there’s no way it’s miscalculated and they send me articles of the requirements WHICH I ALL MADE. I’m not sure what else to do? 

Edit:

So I read some other forums and they suggested to check your message detail through the star seller page. It showed I received 5 messages all month and one of them was not within 24 hours. I checked that thread and, sure enough, it was a thank you message from a customer who had received their package. I read it that morning but was on my way to work so I waited until I got home to reply. The customer had sent the message the night before after I had gone to bed, so waiting until I got home must have been 24 hours later. I only had 5 messages that month, so missing 1 will send me down to 80%. It still says 100% response rate but I assume that will change here soon. Just a reminder, reply to all messages—even thank you notes—right away!

[Natalya1905]

Download your message history to see what the file says. 

Meanwhile, make sure you have a license for your trademarked items. 

[SoftThreadCrochet · Accepted solution]

I did and I figured it out. Thank you for replying though.

Edit to original post:

So I read some other forums and they suggested to check your message detail through the star seller page. It showed I received 5 messages all month and one of them was not within 24 hours. I checked that thread and, sure enough, it was a thank you message from a customer who had received their package. I read it that morning but was on my way to work so I waited until I got home to reply. The customer had sent the message the night before after I had gone to bed, so waiting until I got home must have been 24 hours later. I only had 5 messages that month, so missing 1 will send me down to 80%. It still says 100% response rate but I assume that will change here soon. Just a reminder, reply to all messages—even thank you notes—right away!

[GroundZeroCreations]

Did you download the stats for that period? If so, it will show you where it says you didn't respond within 24 hours to a message. And did you factor in that it is calculated on the past three months?

[SoftThreadCrochet]

I did and I figured it out. Thank you for replying though.

[SunLandBoutique]

Hi this is helpful info for me. I thought I was being a good seller by reaching out to each buyer with a “thanks for your order” msg. Often they reply with a “thanks, I can’t wait!” message. Since that’s a normal end to a convo, I do not say thank-you to their thank-you. Now I find out that not replying to a customer’s TY is costing me my Star Seller status? ARGH. Guess I will not say anything to anyone unless they reach out with a question. The message response rules are bananas, am I right?

[BagmakerSupply]

@SunLandBoutique: "Now I find out that not replying to a customer’s TY is costing me my Star Seller status?" Not correct, if the buyer's reply is in the same thread you started.

Keep in mind that the Star Seller metric is NOT all new messages but only the first message of all new incoming threads.

You need to check the applicable CSV file available on your Customer Service (Star Seller page) page. 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.

[SunLandBoutique]

Okay! Thanks very much for clarifying, I will look at the CSV info.