@Adorabilities I believe the Etsy Support reps simply have limited access to resources and information. In my experience, most reps just read from the same Help Center and TOUs/House Rules documentation as is available to all of us. Also, in my experience, whilst on the whole conscientious and well-meaning, most ETsy Support reps have little functional understanding of the workings of the platform and, let's face it, the documentation provided by Etsy is so couched in "Etsy Speak" that even native English speakers have difficulty understanding content at times. If the documents say something it is repeated verbatim. If it says "report in Forums" then that is hat is advised, despite the fact that such a report rarely attracts any Moderator attention, let alone action.
Just a little more clarification on the "timestamp" used for SSP. An Etsy Moderator has confirmed in recent days that, whilst the "timestamp" on Messages and Shipping in any one Shop will be in Seller's local time, the "timestamp" used for SSP CSV puropses is Brooklyn NY UTC time.
I believe the Messaging metric does "discount" the last 48 hours of a month as this allows Sellers the 24 hours they are allotted (or 48 hours in the case of a Help Request) to respond.
