Posting the solution I got from fiverr CS here so that it could help anyone in future. Cheers! "I completely understand your concern regarding the user's unavailability and your response rate. I can see that you were not able to respond to this user's messages as they have made themselves temporarily unavailable. I made sure that it does not impact your Response Rate. In case anything similar happens in the future, please know that reporting a message as spam is considered a response to a message. So if you receive an inappropriate, spam message, or any other message that you are unable to respond to, please report it within 24 hours (using the flag feature does not exclude a message from your response rate, only the spam button does)"