Why is my communication score so low

[MerryMaidKnittingCo]

I am stymied as to why my communication score is so low.  Ever since I worked a return from a guest buyer who went directly to the Help center and did not contact me, I have had a less than stellar score.  Now with the beginning of the month, my percentage is down to 67%. I check my feed several times a day; I respond to all queries.  Better let me know what it is I am missing!

[VintageRescueSquad]

You can click on the CSV and see what message they think you did not answer. 

When you had that help request, did you respond directly to it within 24 hours? Rather than through another message to the buyer? That is probably it.

[BagmakerSupply · Accepted solution]

@MerryMaidKnittingCo: "Why is my communication score so low"  You can answer this question by checking the applicable CSV file available on your Star Seller page (previous period for April Star) to confirm which message(s) Etsy thinks were answered late or not answered at all.

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 before a new thread is included. There is also a link to the actual message thread so you can verify if the data is correct or not. Keep in mind that the Star Seller metric is NOT all new messages but only the first message of all new incoming threads.