Reply Rate Error when using Etsy Mobile App for Help Requests

[AtelierTomtit]

Hi-

I am really upset-

I got a help request from a customer who changed her mind minutes after the purchase and asking for a refund.

I replied like 5 min later in the etsy mobile app directly agreeing to the refund and adding also a personal message in the reply process of the refund.

Today I saw that my reply rate for the seller star went down by 6% though I always reply within 24 hours- mostly in 1 hour.

After contacting the support I was told that I didn't reply to the help request.

Clearly there must be a bug IN the mobile app- I replied with the solution that was offered my under the reqeust and added a personal message, the as well (as part of the window that opened) - the order was canceled, my personal message opend a new threat and the help request looks like I didn't reply to it at all causing a no reply rating for the message decreasing my rating.

This must be fixed because it really is an issue in the app not linking everything as it should and documenting the correct reply history!!!

If this isn't fixed for me I might loose my Seller Star for next month which is more then frustrating after delivering hard work and client commitment!

[BootifulLabels]

A help request also appears as a message in your inbox.  It is not enough to just answer the Help request, even if you leave a note during the refund process.  You also need to answer the inbox message (or mark it as spam if you feel it doesn't need an answer) if you want the SS  badge.

You can create snippets for quick answers such as "Thank you" or "Answered in your other message", then it just takes 3 clicks to respond, Snippets / Select / Send.

You can try marking the unanswered message as spam now, and your stats should correct themselves within 48 hrs.  There are no guarantees however, and Etsy will not manually adjust badge calculations.