I responded within 24 hours on all messages but due to a technicality I missed the Star Seller badge

[RakkleMadeWithLove]

The first client accidentally ordered an item and requested it to be cancelled. Within 24 hours I cancelled the order and within that same screen I replied to the client which created a new message thread making it seem as though I ignored the client's original request.

The second client who lives in a different country did not receive their package due to USPS issues and I issued a refund within 24 hours as well as replied to the client on the same screen that allowed for the refund thus creating a new message thread making it seem as though I once again ignored  the client's original request. 

If you look at 11.18.2022 dates you will be able to verify this information. 

[audreytherese · Accepted solution]

You have to respond to the actual messages, which should show as blue or something in your dashboard, signaling they require a response. Etsy is not going to look at the data and 'fix' anything. There's been many posts clarifying that messages within other screens (message within a cancellation or refund screen) don't count . This is just a live and learn moment. 

[RakkleMadeWithLove]

Thanks for the response.

[AllsFairyVintage]

Same thing happened to me a few months ago. Took good care of my customer but lost the SS badge. Since I get very few messages, I have yet to get back the badge. It’s really annoying but they won’t fix it. Just be super vigilant about any messages in your inbox and always reply, even if it’s redundant. I don’t really see that as stellar customer service, but they don’t let me make the rules so I soldier on. Loss of SS has not affected my shop so far.

[RakkleMadeWithLove]

Wow, lesson learned.