Unable to reply to customer's message.

[6DogArtsHome]

I am unable to respond to the customer's message. I got an email from conversations@mail.etsy.com with the help request from my customer, but I am unable to see it in my shop's Messages section. I looked it up in every mailbox, made a search with the corresponding keywords, but could not find any related message. This is not the first time it has happened to me. 

Does anybody have same problem?

[SmudgePlant]

There was a post recently about something similar happening although I don't think it was a help request.

https://community.etsy.com/t5/Managing-Your-Shop/Message-appeared-in-my-email-but-not-in-my-Etsy-mes...