Star seller messages rate

[EnchantYourWorld]

I’m not sure why Etsy sent me here onto this forum because to my understanding this is peer to peer. But it told me to go to the technical pages if I had an issue with my Star seller. It knocked me down to a 91% message rate from first 100% then the next day 95% and now 91%! But I don’t see where they’re getting this info. It is showing me that I have one message that I still have not replied to from over a week ago. But the person they’re saying this occurred with I have been in an ongoing conversation with for the past week. And the very first message she sent I replied within a few hours. They say no other message in the conversation counts after that first one, but even if it did I have replied to every single message within a few hours. Is there anyway to correct this? This is really unfair… I stay on top of all on my messages! Thanks so much for your help!

[CraftyCornishMaids]

You have to reply to each new message THREAD, once

you may have been contacted different ways by the customer

anything that comes from "purchase and reviews" will have a separate message thread

all threads that need to be replied to, are highlighted in blue

and the ones from "purchase and reviews" also have "help request" on them, these are separate message threads, as they start the 48 hour clock to be able to open a case, so have to be separated out, so you don't miss them.

....

Etsy says they don't change the stats, they point you here, to talk to other sellers

[BagmakerSupply · Accepted solution]

@EnchantYourWorld: The easiest way to figure out which messages Etsy thinks are answered late is to look at the applicable CSV file. It will show you each new thread during the period and when you replied to the first message in that thread.