Messages not grouping and it affects star seller stats

[PuzzlesbyDurazza]

I have a customer in particular that wrote to me a message asking to cancel the order. Then a within a few minutes she clicked on the order and requested help with her order. This shows as two separate messages. So I responded back to her right away but on the message where she requested help with her order not on the original message. Now it shows that I never responded to a message and it will remove my star seller badge.

I thought we were told as sellers that Etsy was going to automatically group these messages from the same customers together? How can we fix this. I do not want to lose my star seller badge when I did respond to customer right away.

[BagmakerSupply · Accepted solution]

@PuzzlesbyDurazza: Did the customer open a *Help Request* ?  Subsequent messages from the same account (a buyer may have multiple accounts) are supposed to be combined into a single thread but Help Requests always start a new thread. Etsy is now putting a blue text warning / advisory on those messages they consider to be a "new message".