Etsy shows I didn’t reply to a customer but I did

[RedBarnHomeAccents]

On 8/18 a customer sent me a help request to cancel her order. She also sent me a message. I responded to her message, but not to her help request. I then cancelled her order all within a few minutes of receiving both the help request as well as the message. Etsy shows I did not respond to her help request, which is true, however, I did respond to the customer via messages. Because of this technical error I missed receiving my star seller rating for September by 1 percentage point.  Is is possible to correct the stats to reflect my reply? I have screen shots of the communications if needed. 

[LynnsLittleShop]

No, I am sorry, Etsy help has said they will not change our star seller status. I know this is disappointing. 

[BootifulLabels]

A help request always generates a regular message as well, so that you don't miss the help request in busy times.  Both require an answer within 24 hrs for Star Seller, even if one of those answers is just "thank you".

[BagmakerSupply]

@RedBarnHomeAccents: "I responded to her message, but not to her help request." Unfortunately as it says right on your Star Seller page and elsewhere, you need to reply to (or mark as SPAM) the FIRST message of EVERY NEW INCOMING THREAD within 24 hours. It does not matter who sent it, the subject matter, if it is a duplicate or blank or anything else. It is particularly important to always reply to a Help Request because a Help Request also starts the clock ticking on opening a potential case against a shop.

[CraftyCornishMaids]

you have to reply to each new message thread - that's it, you have to

the "help requests" are separated out, as they are really important, because they start the clock ticking for a case to be raised against your shop,
If you don't reply  to them in time, and a case is opened, etsy automatically refunds from the seller.