Star seller - message response

[PrairieSilverSupplys]

This a conversation we started the customer answered our question.   Why does it count against us? 

Message link	From	Message date	Message time	You replied on	Time of reply	Replied within 24 hours?
https://www.etsy.com/messages/1101987306	Heather	2022-05-19	05:41:37	2022-05-21	00:01:09	no

[QuirkyAntiquesStore]

 uhhh it clearly says  the first message was sent on the 19th and replied to by you on the 21st. That's more than 24 hours.

[Former_Member]

Did they answer you in a separate message?

[PrimFun]

You answered what appears to be a new message from the buyer two days after they sent the message.  Your buyer started the message.  You didn't start the message.  You may have started one with her but she answered on a NEW message.  You needed to respond to her on the 19th.