Conversation incorrectly marked as " Not responded within 24h "

[Criticae]

Hello,
I received a request for a refund which I promptly responded to within 24 hours. However, since I did not send a message to the customer to inform them (thinking that they would receive a notification from Etsy by email), the request is marked as "not responded within 24 hours." Is there a possibility to correct this?

Thank you.

[NanaLetha]

Nothing to correct. You must reply to all messages.

[AAANativeArts]

You have to respond to the first message, no matter what. Etsy will not change it. If you mark it as Spam if it is past 24 hours, it may come off your record in a few days.

When you do a refund, the message on the refund does not count. You have to respond again on the message in your convos that requested the refund.

[ArtDollsbyJD]

You went to the refund and answered there?  Messages and the message area in the order are separate and not linked.

You had to answer in both places.  Or spam the message in Messages.

[JMOldeVintage]

Also note that if the buyer sent a Help Request message with the ideal resolution being a refund, these help request messages are kept separate from any other message thread you might have going with a buyer.
A help request is the first step a buyer must take if they should want to open a case against a shop. Due to this, Etsy keeps help request messages separate.

So yes, help requests are considered a new message no matter what & must be responded to within the timeline. 

[Pistilbooks]

Same thing happened to me.  Lesson learned - do  not expect Etsy to act in a reasonable fashion.  The refund process had a place to leave a message, which I did, not realizing the original message had to be answered too.  Of course if Etsy had seller support that could actually respond in a human and reasonable way, they could remove the ding against the response rate -- if they wanted too.