Unfortunately, the Etsy staff you'd need to contact for help does not read the forums. I'd suggest downloading the report to find out what conversation was missed. It is possible there is a mistake by either party. There has been Etsy issues with their messages.
I loose the star periodically. In the past it was due to in-person deliveries. Now, all my local buyers are purchasing direct so this is no longer an issue. But, I will very likely loose the star in June due to shipping companies no longer updating their deliveries. I expect many of us will deal with this because our shippers are experiencing problems. Etsy's star program is not always a representation of a good seller. Many strong sellers don't have the badge. And since the program is basic and does not accomodate for issues outside of a sellers control, sellers will loose it. So far, having or not having the badge has not impacted my traffic or sales. I hope sharing this helps.
I'm sorry this happened. After downloading the report you can reach out and chat with Etsy.
