Star seller message error

[littlechocolatetree]

Can you tell me why you have penalised me 20% points for not answering a customer question within 24 hours when the reply was sent within 4 hours

[BagmakerSupply]

@littlechocolatetree: Just so you know, even if Etsy Support or the Help Pages sent you here this is a seller peer to peer forum, and should not be considered a way to contact Etsy, if that is your hope (although Etsy does sometimes read and reply to posts).

"... penalised me 20% points ..." Are you basing this on the applicable CSV file available on your Star Seller page? Are you sure the message affecting your score is the one you think it is? 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.

The percentage is pure math - it takes 19 answered on time (or marked as SPAM) new threads for every one new thread not answered with 24 hours.

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

[BootifulLabels]

Sounds like you only had five messages in total and answered one of those late, hence the 20% drop.  Check the CSV to see exactly which message is to blame, chances are it might be from a seller you purchased from and you didn't think it needed a reply (it does, ALL new incoming messages do).

[audreytherese]

Since you're only speaking with other sellers here and not Etsy then no, we can not tell you why. Have you downloaded your message history and confirmed the message you are referring to is the one being held against you? Did the custom happen to send multiple messages (like a regular message and help request) and you only responded to one? 

[SVGRox]

contact Etsy support who may not reply in 24 hours