I have replied to every single one of the messages I get within a couple of hours (sometimes within minutes!) and yet it’s saying I’ve only replied to 94% in under 24 hours. Why is this happening and where can I see the messages I’ve supposedly missed? Because I need proof that I’m missing some somewhere. Is it the ones from “potential buyers” that aren’t getting marked as replied to? I do have several that I have replied to and some I’ve had full conversations and happy reviews from that still say “a quick reply tells the customer you care” or however it’s worded I even reply to duplicate threads where the same customer started a conversation from several places and it pops up as 2-3 different conversations just to be safe.
Unfortunately the system is fallible! We have had order help requests which prompted us to go to the order to review details to reply with correct information about shipment date or something else. When replying within the order it doesn't count and we have for the first time ever since being on ETSY dropped below 95% for this exact reason.
Why can't their system not merge all contact between a buyer so this doesn't happen. We get the sentiment that ETSY is going for but even after replying within minutes on two different orders we are penalized for it not being in the correct location.
@MamasMilestoneMarker: "... where can I see the messages I’ve supposedly missed?" Check the applicable CSV file available on your Star Seller 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.
Thank you! I found the file to see where I did actually miss 2 conversations - it was one of those customers that sent me the same question 5 times in 5 different threads. But why is the percentage going down? It was 98% last week, now it's 94%. I've had more conversations since then and that one customer remains the only two conversations I missed. The way math works, the percentage should go up with more conversations not down.
