Star seller messaging metrics are wrong

[SagittariusLostArt]

I was just looking over my star seller rating and it's telling me that I have 2 messages that were replied to over 24 hours. I knew of 1 because it came through my pattern and I didn't get an app notification, so I responded over 24 hours. I downloaded the CSV to see what/where the other message is and it tells me that I've responded to every message within 24 hours except for this one and 1 in August... but my rating is currently at 67% because of 2 messages. There was only 1 in this period and before today I was at 80%. Everything I'm reading is support can't help with this (which is awesome since Etsy implemented this stupid system to begin with) but the problem is there is no other message for this period. I went through everything including the CSV, so what is to stop this from happening in the future?

This is frustrating. The only reason I missed the first message is because the customer messaged me through Pattern so my Sell on Etsy app AND my Etsy seller app didn't notify me... but there was still only 1 message. Not 2. I'm not sure what to do.

Thanks,

Desiree

[SugarTaffySoap]

Many are frustrated. With messages either reply or send to your spam folder and this will allow the percentage to adjust shortly thereafter. Auto reply is a great message feature for some occasions so you don't have to worry about not responding, the auto reply does it for you.

[ArtDollsbyJD]

The criteria is August, September and October for Nov so the August one still counts.

Do you have email set up to be notified of a message on Etsy?  I have it set up for that purpose just as a way to optimize notification.

I don't use the app at all since it is not reliable.  

I would suggest coming into Etsy via a computer at least once a day.  Or set the automatic message system so that all messages are answered at any time.     

[HtoHdesign · Accepted solution]

Hi There!

Your response rate shows the percentage of initial messages that you reply to within 24 hours in your current 3-month evaluation period—just the first message, not ongoing conversations. Your response rate is refreshed daily.

This includes when a buyer reaches out multiple times in different threads, or if another sellers messages you. Any initial message counts towards your response rate.To get a closer breakdown of your messages that were counted as late, you can download a CSV by going to your Shop Manager dashboard > Star Seller dashboard page > selecting the Message response rate tile > selecting the Export link next to Message breakdown.

Thanks!