Hi everyone Id love some help please! I had a buyer start a "help request" due to a delay in Royal Mail over Easter. She has since had the order and left a positive review, but I've just noticed her message is still highlighted as Help Requested in my inbox. I've replied to her immediately but I'm worried it's still active. Do I need to ask her to change it? I've noticed a drop in sales since this was opened sadly.
@KateMaxwellStudio If you mean the little yellow lozenge that says "help request" - I still see that for all my past ones in messages. As long as the blue banner is gone, you've fulfilled your obligation to respond to the first message.
I don't know that it means that a "help request" has been completed or not - it's just a notice / label to make them easier to reference. All my past ones still show that - even ones that have been resolved.
As far as I know help requests are never 'closed'. If you weren't able to resolve the issue with the customer then they could open a case, and cases are either open or closed, so maybe that's what you're thinking of, but they are different.
