Automated Refund Message

[TeakKingDesigns]

Hey all,

I recently had a client request a refund from our shop and I promptly fulfilled this request through the link provided in the automated message along with a note for the buyer.  However, now it is showing on my Star Seller review that I have not messaged back and has caused my percentage to fall.  How do I get this reversed?  Why does the message applied to the refund not count toward the 24 hour message requirement if I have already been in contact with the buyer?

[audreytherese · Accepted solution]

Messages in your inbox are a separate system from the messages attached to refunds, and both of those are separate systems from help request messages. So your response while processing the refund did not satisfy the response requirement, and Etsy will not see this as something to fix. 

[ArtDollsbyJD]

The message system and the refund message area are not linked.  You have to answer or spam the message in the message area.

[ShimmyBoutique]

Mark it spam, it will drop off in a day or 2 & restore Star Seller at the same time if you had the badge.

[audreytherese]

Just note that if it was a help request it is not able to be marked as spam.