Why does my Etsy message response rate show "--%" even though I reply?

Hi! On Etsy, the message response rate only “turns on” when Etsy has at least one countable message to measure—so seeing “--%” usually means Etsy currently has no qualifying first messages in the review period, not that your replies aren’t sending.

Here are the most common reasons this happens:

• You’ve only had ongoing conversations, not a “first message in a thread.” Etsy only counts the first message that starts a brand‑new message thread with a buyer (plus certain “help with order” requests). If the messages you’re replying to are follow-ups inside existing threads, they won’t generate a response-rate % at all.
• The messages you’re getting don’t count toward the metric. Etsy excludes things like:
  • Messages in the “From Etsy” folder (system/Etsy staff messages)
  • Messages you marked (or Etsy filtered) as spam
  • Anything outside the current review window
• There’s a reporting delay. The Star Seller/customer service stats aren’t truly “live.” Even if you reply quickly, it can take a bit (often a day or two) for the dashboard to start showing a percentage—especially for newer shops with limited data.

What you can do to get it updating:

1. Confirm you’re replying to the first message in a new thread. In Messages, look for a brand-new conversation (not just a reply chain) and make sure you send your response inside Etsy Messages (app or Shop Manager is fine).

2. Check your Star Seller / Customer service stats details and download the message breakdown (CSV) if Etsy shows that option. It’ll tell you whether Etsy has recorded any “initial messages” for the period and whether they were counted.

3. Give it 48–72 hours after the next truly new buyer thread comes in. Once Etsy has at least one countable first message during the review period, the “--%” usually switches to an actual percentage.

If you’re confident you’ve received brand‑new buyer threads recently (not “From Etsy,” not spam) and it still shows “--%” after a few days, it’s likely a dashboard/reporting glitch—at that point, it’s worth reaching out to Etsy Support and telling them your message response rate is stuck on “--%” despite replying to initial buyer messages within 24 hours.