incorrect response calculation

[MinervaCreate]

Hello, I had responded to two more messages within 24 hours before 5/31 and they are not showing up in the list of messages that I can pull up in my customer service stats. I wouldn't lose my star status if those two messages are counted. One was for Crystal received and responded on 5/31, and the other was from Elizabeth who is not even showing up in my messages.

[WitticismsRus]

@MinervaCreate 

From the Help Center https://help.etsy.com/hc/en-us/articles/29665255990039-How-to-Track-Your-Progress-Toward-Becoming-a-...

"Messages sent on the last 2 days of the 3-month review period may be excluded from the current review period and counted toward 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."

[CarpetCollectionAU]

Just to add to what @WitticismsRus has said, Messages are allocated to the Month in which the 24 hours allowed for response falls, not when the Message was actually replied to. Alao, the data on the CSV is in UTC not local time and the "cut off" for the Month is Midnight UTC, which could be hours before or hours after Midnight Local Time.

[BagmakerSupply]

@MinervaCreate: A new incoming thread is not included until after the 24 hour reply window has passed regardless of when you actually replied and Star Seller stats (and the CSV file) are updated only once per day so there may be an additional day's delay. A new message thread received on May 31 UTC would not count until June 1 UTC at the earliest.

Just so you know, even if Etsy Support or the Help Pages sent you here this is a seller peer to peer forum, and should not be considered a way to contact Etsy, if that is your hope (although Etsy moderators do sometimes read and reply to posts).