Speedy replies badge missed because of bug?

[BelgianHareLeather]

I have been getting all badges and the star seller rating for over a year until this month.

At first I wasn't able to figure out why I missed the speedy replies badge but I now I did:

A message from one of my customers was put into the spam folder automatically by Etsy. I never got a notification of this message.

Their order required some extra information so I messaged the customer myself.
We talked about their order, I completed the order and afterwards I found their initial message. 

I decided to reply to that original message to apologise, they got back to me "all was good, thanks for the thoughtful reply", so I figured no response from my side was necessary.

WRONG!

Turns out the badge uses the time/date stamp of this LAST message to determine I haven't replied to this customer AT ALL.

Result: I now have an 80% rating where I always had 100% before.

Can this be fixed? This surely isn't fair?

[BootifulLabels]

It pays to check your spam folder regularly. Etsy tries to intercept spam messages so you don't get fooled by a scammer, but their bots don't always get it right and sometimes they will spam a message that should have gone to your inbox.  I make a habit of checking for new messages several times a day, and I also check the spam folder at the same time to ensure I don't miss any genuine messages that may have been misdirected.

[BelgianHareLeather]

In the meantime I've been hanging out with Etsy chat as well and I'm getting mixed messages as well as some more insight.

- I did learn that the system made two message threads with this customer (one in the spam box and one where we actually talked). Only one instance is showing up in my message report, this has the message ID of the thread in the spam box, with the time stamp of the other message thread.

Seems like the system is mixing things up?

- The Etsy chat staff said:

If Etsy has marked a message as spam that you subsequently move out of the folder, that will not impact your Star Seller eligibility. That said, we’re actively looking into reports of spam messages impacting Star Seller status or eligibility.

We’re working to improve the accuracy of these measures and we apologize for the confusion and inconvenience this may have caused.

- And in the same conversation they're saying I should've answered or marked the conversation as spam within 24h.

(which Etsy did automatically and I had no influence over...)

- Let's hope we'll be able to see the spam box in the app soon(ish) as well :s

[CraftyCornishMaids]

If you marked it as not spam, the 24 hors is still from when it was sent to you, not from when you pulled it out of spam 

you can always spam it again, then when the calculation happens on 1st Dec, etsy will ignore it.