Star Seller response rate affected — technical issue with buyer's account

[GiftyPortraitShop]

Hello,
I hope you're doing well!

I'm reaching out because I'm very close to achieving Star Seller this month — however, I'm currently missing 1% in my response rate to reach the 95% goal.
Unfortunately, this 1% issue occurred due to a situation where a customer messaged me from an account different from the one they used to place their order.
When I tried to respond, I found that I couldn't reply to that account because the messaging option was blocked.
Instead, I continued communicating with the customer through their other account — the one linked to their order.

Because of this, the system shows that I didn’t respond within 48 hours, but it wasn’t intentional — I simply didn’t have the ability to respond on that account.
I’m really worried about losing my chance to achieve Star Seller this month because of something that was out of my control.

Would it be possible to review this case or adjust my response rate accordingly?
I can provide all the screenshots and proof of communication if needed.

Thank you so much for your understanding and support!

Best regards,
Mike

[Marmalady]

Nope

Etsy will not review anything

If you did not respond to that message -- for whatever reason -- you get a ding on star seller metrics

(and btw, you are only talking to other sellers here, not Etsy Support)

[GiftyPortraitShop]

Oh, thank you so much for the reply! This is my first time here, I thought it was tech support

[WinterNightStudio]

If, for any reason, you can't reply to a message, you have to mark it as spam so it  doesn't count towards your star seller goal.

[GiftyPortraitShop]

Thank you!

[michellepatterns]

I don't think there is anything you can do at this point other than hope you get enough new messages to overcome this one. 

In the future, if you can't reply to a message, or there is a reason to not reply (like it's a scammer contacting you), make sure to send the message to the spam folder.   

[GiftyPortraitShop]

Thank you so much, now I'll know!

[irmaKdesigns]

@GiftyPortraitShop mark that message as spam so your SS metrics will recover by the end of this month (it takes couple of days).

[Natalya1905]

@GiftyPortraitShop  To add to what's said above, make sure you have all the necessary licenses for your trademarked products. Without a license, each of them puts your entire shop at risk.