Response To Help

[ScarletGiraffee]

I had someone accidentally make a purchase and did a “Help Request” to request for a refund. 
That same day I issued a refund and messaged her on the order but it didn’t link the Help Request so it showed up as a no response within the 24 hours -lowering my 100% 24 hour response rate to below 95% 

Is there a way to get this fixed? 

[CarpetCollectionAU]

Unfortunately, the answer is "No". It has always been the case that the Help Request Message System and the Refund Message system do not "speak" to each other.

This is something we all learned from experience.

If you go directly to the Refund Page from the Help Request, process the Refund and leave a message on the Refund Page, this does not update the Message on the Help Request Message Page.

You have to write something on the Help Request, even if it is just "Refund processed" to fulfil the SSP Messaging metric. And, this Reply has to made within 24 hours, even though you are given 48 hours to resolve the issue before the Case Window opens for the Buyer. Some Sellers think they have 48 hours to reply to the Help REquest. But, for SSP, it is 24 hours to Respond for SSP, 48 hours to Resolve to avoid a Case.

[AAANativeArts]

No, you have to answer the first message in a convo at least once, no matter what. You could try marking it as Spam and it might drop off in a few days.

If you are cancelling an order, you have to paste your response in both the refund and the corresponding convo. Etsy will not change it because you didn't read the rules.

[CarpetCollectionAU]

I do not think it is possible to "Spam" Help Requests

[BagmakerSupply]

@ScarletGiraffee: As has been so well stated, the various "message" sections do not integrate. A "message" on a refund only appears on the refund, a "message" on a cancellation does get appended to (or creates) the default thread but does not count as a reply to the Help Request thread. Each and every Help Request always starts a new thread.