Message apparently not replied to

[SoftFurnishingsShack]

A customer sent me a message saying she'd ordered something by accident and asked me to cancel the order. I immediately checked the order, contacted her (through the order page) replying that 'of course, no problem at all', cancelled the order and issued her a refund. This all happened within a couple of minutes of receiving the message from the customer.

However, because I sent the message on the order page, her initial message was marked unanswered and now my message response rate has gone down from 100% to 67%. I contacted help and they said they can't change it manually and told me to come here. This seems quite unfair as the customer is completely satisfied, I didn't delay and replied immediately. Just in the 'wrong place'. Can anything be done about this?

[CraftyCornishMaids]

Nothing can be done, you didn't follow the rules.

You have to reply to each new message thread

you didn't

etsy's bots can't count something you didn't do

[BootifulLabels]

You need to reply once to every message that comes into your inbox (or mark them as spam if applicable).  When cancelling and refunding leaving the message on the refund page is not good enough.  I recommend copying the message you leave on the refund page, then go back and reply to the original Inbox message and paste in the same message.  It only takes a few seconds.

[GlassSlippersByJane]

I did exactly the same thing. Responded immediately to a refund request, and thought that was the response. My message response rating dropped like a stone. Won't be doing that again - will send message and repeat myself! Pointless but them's the rules!!

[JJewellerySuppliesUK]

Sadly, you are not the first and won't be the last to be caught out on this one! 

[JMOldeVintage]

Just a reminder that if a buyer sends a Help Request message requesting the order be cancelled, etc. it must be replied to thru that help message.

Help request messages are not linked in with any other thread you may have had going with the buyer.
Etsy keeps them separate since a help request is the first required step should a buyer want to open a case against a shop. Etsy does not want the help requests getting lost in the shuffle.