Response rate incorrect

[ProduceAisles]

I have never responded to a message after 24 hours and somehow my response rate for this period is 86%. I respond to every message within 3 hours. This has prevented me from getting the Star Seller badge this month (peak holiday shopping time) and is very frustrating.  

I had been messaging with a buyer about shipping times and later that same buyer submitted a help request re: sizing and returns.  I received a notification about this via email, clicked respond and responded. When I clicked respond, the Etsy app opened my previous conversation with the seller, not the specific help request, so that is where I responded and now it's being counted against me. 

[CraftyCornishMaids]

you have to reply to each new message thread

etsy highlights them in blue, so you can't miss them.

you need to be super careful you are responding to the correct ones

[ProduceAisles]

Then that should've been the thread that opened when I clicked "respond" from the email notification. It would have been confusing for the customer for me to reply to them twice about the same question just to clear that. 

[HistoricalPix]

I thought that had changed. Didn't they fix that and stated that no matter where you respond from, they have that covered as part of their message response rate?

[CraftyCornishMaids]

No,

etsy changed it, so you can't reply to the e-mail notification that you have a message

the message no longer actually appears in the e-mail

You have to go into messages, either on etsy or the app, so you can see the message warning about spam, then reply to the message