Star Seller doesn't see the response message from the refund form!

[Bagsinton]

My star seller rate is down due to not taking into account the message sent with the refund form.

I had a customer saying something was smaller than expected (although I also have a video showing the product). I have arranged the refund in less than one hour and said to even keep the product, because it’s a big item and I didn't want the customer to go through packaging and still receive it damaged.

I didn't respond to the message and only used the message option from the refund form, but it looks like it doesn't count and it affects my rate of response.

Lesson learnt, but isn't it possible for Etsy to link all the massaging options so we don't have to contact the customers multiple times about the same thing, like a spam?

[CraftyCornishMaids · Accepted solution]

the information you put on a refund, is not part of the convo system.

any message you have to reply to, is highlighted in BLUE, and say "First time reaching out" they are easy to spot

information in refunds, have never gone through the convo system, so there is nothing to link.

and ones that come through "purchase and reviews" and say "help request" on a orange/beige background, is when the 48 hours start, before they open a case, so that are separate too, as they are critical to your business.

Etsy says reply to each new message thread once, so you have to reply to each new message thread once,
you can reply with an emoji, just as quick as marking it as spam

[mommawhazelsquilts]

The rules are clear - you have to respond on the messaging system.  I doubt the two will ever be combined.  Basically the reason for refund is the only thing needed on the refund page.