Customer Started second thread and will affect my star seller

[kidgiddy]

I had a customer that had difficulty downloading and finding that downloaded pattern. She started one thread on Jan 10th and continued communicating through Jan 29th. On Jan 29th she then started another "Help needed" thread thinking it would go to Etsy, which I didn't realize - as I replied to the original thread. Now my stats say I didn't respond within the 24 hour period. Can this be corrected? 

[BagmakerSupply · Accepted solution]

@kidgiddy: "Can this be corrected?" Unfortunately no. Help Requests always start a new thread because they also start the clock ticking on a potential case against your shop and therefore require a reply within 24 hours. Unless something has changed, a Help Request cannot be sent to SPAM to remove it from your stats.

[GlassyFields]

mark the thread you got dinged for as spam. Star Seller message stats will recalculate. It can take a day or two or three.

Be careful when marking a message from someone you really want to communicate with as spam because all their future messages - from that account - will automatically go to the spam folder. So you'll need to keep an eye on it. After 3 months you can move the message back to the active messages.

[TBQSC]

Set up Auto Reply in your messages which counts as a response!  https://help.etsy.com/hc/en-us/articles/115015654988-How-to-Send-Messages-to-Buyers?segment=selling