messge response numbers not updating

[TheGlassFlowerCart]

I have been a star seller for over a year, but this month I was not awarded due to 3 out of 44 messages were not responded to (which I find it hard to believe as I carry my phone, and have 2 tablets & my PC with me constantly).  I  believe one of the messages is one I sent to a customer telling them their item was on the way... not sure.

I've been watching the numbers since the first, and they have not updated - still says 3 out of 44 messages; which I've had at least a dozen or so more messages come in.

I did change my shop name recently to more closely reflect my product (from StainedGlassandBeads) to TheGlassFlowerCart - and I also changed my e-mail address.  However, I recently made a purchase on Etsy and it went into my old e-mail address (so I had to log out & login; but oddly when I switch to seller it appreas to use the correct email address).  I have since then logged out on each device and re-logged in, but the numbers still show the same as the first of the month.

The Average Rating has been updating, due to 1 (repeat buyer) giving me a 1 star rating stating my flowers were way too small (again, she's a repeat buyer).  Thank for any info.  Sandy

[Former_Member]

Have you downloaded your message history to see which messages Etsy says you missed?

[TheGlassFlowerCart]

it appears that there was a message that was meant for someone else.

Her first message to me said: "short stem please love the first one you sent"

Then she placed an order and on a second SEPERATE message asked for the order to be cancelled; which I promptly did - but forgot to respond to the 2nd message as I thought she would get a notification that the order was cancelled.  

[SugarTaffySoap]

Sounds like two different issues. You may want to download your message history through your dashboard as suggested and respond to the 3 messages, or if the messages are spam, send them to your spam folder ("mark as spam").  If that doesn't update your percentage in a day or two I would reach out to chat support to put a ticket in for you (request the ticket number). Then wait for a response via email. There might be a technical issue with your email and shop name change, so you can put in a ticket for that or you can request a call back from Etsy through your dashboard.  Good luck. Hope it all works out! 

[CappuccinoLace]

If on the 31st Aug, you had 44 messages, 3 not responded to; on the 1st, it should have dropped an entire month of messages.

If you've then had new messages you may be back up to 44 messages.

What does it say for messages in the "last review period"?

[TheGlassFlowerCart]

I can't see exact numbers on "Last review Period" but it also shows 94%.   So, apparently my 3 missed responses (?) was in August; but my new  September messages isn't being reflected???  I've had 19 messages in September.

[TheGlassFlowerCart]

Another ODD thing that happened to my account in August is: I had an order in August be "partially cancelled" and 100% money refunded - but the customer nor I did it (I was traveling somewhere between Amarillo & Phoenix when it occurred.)  When I printed her order 7 of the 18 items appeared on the order. ?????   I reached out to the customer and she had no idea about it, so I "cancelled and completed" the transaction and she replaced her order.

[TonsOfPaper · Accepted solution]

Hello @TheGlassFlowerCart,
 

After checking in here, it seems that the buyer has sent you multiple messages via two threads and both received a response after 24 hours. Please know that messages from the same buyer will now be consolidated into fewer threads. However, when a buyer reaches out via the Help With Order request, a new thread will be created. These types of message threads need to be responded to in 24 hours to be counted positively toward your Star Seller score. New threads will now have notification badges showing if a message is a buyer’s first time contacting you, or a new help with an order request. 

For more information about this, you may check out the Message Response rate section in this Help Article.

On the other hand, regarding the order that has been canceled. We recommend that your buyer contact us directly, this way, we can further assist them. You may provide them with this link.

Thank you very much!

[TheGlassFlowerCart]

I downloaded the list and it appears that there are 2 message from the same person (messages were not combined) on 8-9-22 only 2 minutes apart.  It appears she meant to communicate with a different etsy seller.

[TheGlassFlowerCart]

I downloaded the list and it appears that there are 2 message from the same person (messages were not combined) on 8-9-22 only 2 minutes apart.  It appears she meant to communicate with a different etsy seller asking me to disregard.

[SugarTaffySoap]

Respond to the messages or  mark as spam to readjust your %.  Don't just disregard it even if it is an error on her part.