Star seller stats calculated incorrectly

[Former_Member]

We have two of the three badges but for some reason, Etsy had stopped counting the message response rate almost 10 days ago. So we're only 0.1% away from it and two days to the end of month! 

How do we get it updated?

[SugarTaffySoap]

Download message and order history to see what's going on.  You can try chat support but they can't fix a tech problem if that is the case > Dashboard Shop Manager > Community & Help > Contact Us >Selling on Etsy >Manage Listings, if none of those topics apply, go to the bottom and click  "I Still Need Help"  or https://etsy.com/help/contact. 

Any messages from buyers not responded to should be responded to, or sent to your spam folder. Spam isn't counted towards your Star Seller.

Sometimes Etsy staff checks Star Seller threads in the Forums and will check your message status. 

[Former_Member]

Thank you! I did download the message history and noticed it stopped tracking about 10 days ago despite all the new messages we have been getting and responded. So this is really frustrating because we are only a little bit of way and I’m pretty sure if they had counted the new messages we would qualify.

[TonsOfPaper · Accepted solution]

Hi @Former_Member,

We've double-checked your Message Response rate for the previous review period(February 01 - April 30, 2023), and we can confirm that all the eligible messages have been counted towards your Star Seller. Please remember that only new messages initiated by your buyer(not by you) are being counted towards your Star Seller. 

Thank you very much!

[Former_Member]

Thanks. The previous CSV didn't show the 9 days' messages but the latest CSV did.  Unfortunately, it comes down to .058 difference, and it rounded up to 0.6, so we were less than 1% away from the star seller stat, I guess not much leniency on that?

[TonsOfPaper · Accepted solution]

Hi @Former_Member,

We've double-checked the last message you've received for April 2023, and it appears that you received this message on April 29, 2023 1am UTC. Please remember that messages sent on the last two days of the 3-month review period may be excluded from the current review period and counted towards the next period instead. This is to allow Sellers a full 24 hours to respond and not be penalized for messages received late on the final day of the review period. For more information about this, you may check out this Help Article.

Thank you very much!