I am not a super-seller anymore because you accused me of prolonging my answer time. I answer my clients right away, immediately. Please correct the error or indicate me the time when I haven't answered in 24 hours.
CarterCraftDesign
Roman Jankowski
Download a CSV for messages and see which ones they are talking about.
@CarterCraftDesign
You are "not" talking to Etsy here.
You can see what message you didn't reply too by following the info above.
Did a buyer / shopper send you multiple messages and you only replied to one of them?
Did a buyer send you a message AND send you a help request? If so did you reply to both?
Etsy has made it clear that they won't "fix" the star seller ratings.
What is the "Star Seller" Badge? – Etsy Help
"Etsy Support can’t make changes to your Star Seller data or manually award Star Seller badges."
You are the same seller you always were.
Don't let Etsy define you with their badges or lack of badges. A lot of sellers say star seller badges don't make much of a difference one way or the other. The csv will tell you where Etsy came up with their rating ... but it's higly likely to be something that does not make you a worse seller (not putting spam into the spam folder or missing a message from a buyer who used multiple accounts).