Star seller messages incorrect

[christmaskeepsakes]

My star seller for the last period does not show  the last 5 messages that were answered on time which would put me at the 95% on time. I have only answered 1 message late and the message did not require a reply. She answered a question I asked her. 

[NoFrogsAllowed]

You can't count anything that happens in the last 2 days of the month for star seller.  Etsy says allow 24 to 48 hours for star seller to update.  With messages I would say possibly 3 days, because the time doesn't start until the full 24 hours given to respond to the message.  

I have only answered 1 message late and the message did not require a reply. She answered a question I asked her.  When I grew up a reply to a question required a thank you.

[BagmakerSupply · Accepted solution]

@christmaskeepsakes: Several issues to consider here ---

- Star Seller stats are in UTC not your time zone so what is July 31 to you may be August 1 to Etsy.

- The Star Seller metric is NOT all new messages but only the first message of all new incoming threads.

- As it says right on your Star Seller page, you need to reply to the FIRST message of EVERY NEW INCOMING THREAD within 24 hours for Star Seller. It does not matter who sent it, the subject matter, if it is a duplicate or blank or anything else. If it is SPAM then it should be marked as such.

- A new incoming thread are usually not included in the stats until after the 24 hour reply window has passed regardless of when you actually answered it.

Have you checked the applicable CSV file from your Star Seller page to see how Etsy calculated your percentage?

[christmaskeepsakes]

2 of the messages came up under a thread from several years back, and they did not count this new question as new.

[MoonlightBunnyBoutiq]

I am in the same boat, I feel this is unfair in the evaluation and should be counted toward the review period, especially when the star seller dashboard states UNTIL july 31st.

[BellesCharmsUK]

I got 95% for 1 message answered late where customer sent me 2 separate messages.

how can 1 message be 95%

[BagmakerSupply]

@BellesCharmsUK: Look at the applicable CSV file (previous period for August Star) from your Star Seller page to see which new threads Etsy counted.

"how can 1 message be 95% " It takes 19 answered on time new threads for every 1 unanswered or answered late new thread to be at 95%. You can confirm Etsy's calculations using the data in the CSV file.

[christmaskeepsakes]

That is what happened to me. I had contacted her on one message and she answered me on a different one.  

[christmaskeepsakes]

It does not seem fair. If you don't get many messages it locks you out of Star Seller for 3 months.