Incorrect failing grade in Messages

[FancyThatEstateFinds]

I have a 67% in message response rate, although I normally reply in a few minutes, hours at most.  I looked at the spread sheet.  It shows the one email sent twice by the customer.  I only responded to one of the emails, after verifying they were identical, including same time stamp. I realize it can't be changed, but what should I do, if I have the same thing happen again, so that I'm not showing, as deficient?  

[NanaLetha]

You must reply to all messages 

[vintageNCtreasures]

You have to reply to ALL new messages or mark as spam. If you mark as spam you won't get anymore messages from that person nor can they send you other messages (not a good idea if it's a customer).

If someone sends you 6, 10, etc "new" messages you have to reply to every single one even if it's just to state answered on another message or see other message.

[CabbageTreeCottage]

I thought it was just the first initial message that if you don’t answer or! answer late you get the back mark against you..not the messages there after, on the same discussion I mean.

[fineartfindings]

do all of the above and don't let it bother you! Shoppers don't really notice of you have one or all three of the stars - just do your best customer service

[BagmakerSupply]

@FancyThatEstateFinds: You do mean Etsy Messages and not eMails, correct?

"It shows the one email sent twice by the customer." The customer probably sent you at least one Help Request - Help Requests always start a new thread. If the Message id is different then it is two separate threads.

@CabbageTreeCottageis correct, for Star Seller you need to reply to (or mark as SPAM) only 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.

[CabbageTreeCottage]

Thank you..