@beadoodads: "but they don't appear in the same stream" Buyers often send a second message on the same subject as a Help Request. Help Requests always start a new thread because they also start the clock ticking on a potential case against you. If this is the case here, then there is not much you can do about it. As it says right on your Star Seller page and elsewhere, you need to reply to 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. If it is SPAM then it should be marked as such.
If the unanswered new thread is not a Help Request, at least for the time being, it appears that marking an unanswered new thread as SPAM (even after the 24 hour deadline has passed) will cause your reply percentage to change in a day or two if the original message was within the current star seller period (but not retroactively). Note that subsequent messages from that account may go directly to the SPAM folder.
