The Star Seller program has always been a bit confusing and, in many cases, frustrating to navigate. In my experience, despite what an outsourced support representative might say, it’s often unlikely that much can be done to change the outcome.
That said, it’s worth downloading your previous period's customer service stats to see if you can pinpoint where the issue may have occurred. Also consider whether any cases were opened and resolved through Etsy, as that can impact your status.
One thing to double-check is whether you might have opened a customer message from your spam folder. If that message was already a few days old when you opened it, Etsy may have flagged it as a late response—even if it wasn’t your fault.
If you’re consistently providing great customer service, I personally wouldn’t get too stressed over these alerts.
