Wrong message response rate calculated

[MedievalWallTapestry]

Hello,

We have lost our “Star seller” status in October 2022. Etsy statistics show that we haven’t replied to two messages within 24 hours as required, which are 7% of all messages received. We have checked those customers' messages and noticed that they didn’t require any replies from us. They were just last messages from a client in our conversations consisting of several messages each. Please see the screenshots at:

https://www.dropbox.com/s/8299c71qgp20cxl/etsy1.png?dl=0

https://www.dropbox.com/s/8hx1733a9xt0yw8/etsy2.png?dl=0

We would appreciate if you double check our message response rate taking into account that these last messages in both conversations did not require any answer from us. Thank you for your consideration.

Liubov 

[OmasFabricStash]

If you did not respond to those messages then the average is correct. You need to respond to all new messages. If you buy something and the seller messages you that it’s been mailed, you need to respond. Doesn’t matter what thee message is or who it’s from or why they sent it, you must respond. 
Even if they weren’t the first message I would respond with a simple thank you, have a good day, or something like that. Etsy does make mistakes. 

[HtoHdesign · Accepted solution]

Hi there,

Please note that when a buyer sends a help request message, it will create a new message thread so you will also need to reply to help request messages to be eligible for the star seller.

Thanks!