Message response rate issue; thread conversation has counted as not responded!

[EquinoxBoho]

I got a message and I replied then customer answered as thank you...I downloaded the data and this message has count as a not responded message. It is written on messages "How does it works" section that 

• Anything after the first message in a thread (no need to worry about ongoing conversations)

My case exactly this, I answered the first message and it has counted as not responded. Why does it work like this? That's why I lost my star seller and due to I didn't get enough messages I can't catch the message rate

[DesertChains]

Perhaps double check the date & time for the initial message and first response. 

[ArtDollsbyJD]

The thank you was a separate message or in the same thread?  If separate it needed to be answered or spammed.

[TonsOfPaper · Accepted solution]

Hello @EquinoxBoho,

We've double-checked the message that is affecting your Star Seller, and we can confirm that you've responded to this message after 24 hours. You'll need to respond to the message thread within 24 hours so that they will count positively towards your score. To get a closer breakdown of your messages that were counted as late, you can download a CSV by going to your Shop Manager > dashboard > Star Seller dashboard page > select the Message response rate tile > select the Export link called "Download Message History"

Thank you very much!