Hi Laurie,
Etsy Support or Admin won't answer you here, sorry about that. It's Sellers assisting other Sellers. On your Star Seller Metric sheet, there is a place to download the Messages you supposedly missed.
The Metrics require Sellers to respond to every Message which is not initiated by YOU. And if the person sending the Message sends it in 2 or 3 different strings, we must respond to those as well (this is something that I'm seeing a lot of people didn't know). You figure you already answered the question. But someone CAN Message you on MULTIPLE strings of Messages. And we are supposed to answer them all; the first Message within that string.
For example, if someone Messaged me on different strings back to back, I USED to respond on ONE string only. Since the SS Metrics began, I'll answer the first question, then say "Heading on over to your other Message." It seems silly, but that's what is required (it's often the multiple strings that get people).
When you download the Messages, you can find the one you didn't answer and Mark it as Spam (then your dings will be eliminated). But I'm hesitant to do that. Because I don't know for sure if that will affect that person from Messaging me again. But you do as you wish.
Hope this helps you.
