Message Response Rate Problem

[HoneyDoMolds]

First off, why have the threshold set at 95%?  Why not just go to 100%?  I mean, if you got a message every day for month, you can take longer than 24hrs only once. That's venting.  Not my real problem.

My problem is that there are mistakes in my message response stats.  There are duplicate messages listed (same sender, date time).  I replied to them within the 24 hour window but it shows that I replied one in time and the other (same message) shows I never replied!  How do I fix this? I can't seem to contact customer service.  Looked all over and can't seem to find any contact information.  So much for "Keep(ing) commerce human."

I've read people on here saying to mark messages as spam.  What are the negative impacts of doing so?  The messages in question are my customers I would hate to block them from contacting me.

[vintageNCtreasures]

If anyone (seller or buyer) sends you more than 1 message you have to reply to ALL of them.

This is not a mistake, it is clearly stated in the rules. ALL initial messages MUST be replied to (or marked as spam).

The only way to fix this is to reply to all messages.

You can send to spam but if someone got reported a lot for sending spam, then Etsy could disable their messages and they wouldn't be able to send any messages at all for awhile.

There was also an announcement a few weeks ago. (but until it's in place you have to reply to every message or mark as spam).

Streamlining Messages

In June, we’ll introduce a new-and-improved Messages experience that will start to combine messages from the same buyer. To earn your Star Seller badge you’ll need to respond to initial messages from buyers within 24 hours on fewer threads, making it easier to stay on top of your messages. 

Updates to the Star Seller Program - Welcome to the Etsy Community

You contact Etsy through the help pages through your shop manager, the bottom of any etsy page and at the top of these forum pages but they won't do anything about this. 
Etsy does not have any contact info posted, like an email or phone listed anywhere.