réponse aux messages automatiques obligatoire !!!???

[creharmony]

Bonjour,

j'ai reçu ceci dans mes messages :

"You need help with: I accidentally placed an order
Your ideal resolution: refund"

j'ai pensé que c'était un message automatique qui ne demandait pas de réponse...j'ai tout de suite remboursé la cliente.

Mais je ne pensais pas qu'il fallait répondre à ce message automatique ?

Au final , sur tous les nombreux messages auxquels je réponds toujours très rapidement, un seul est sans réponse (celui-là) et je passe direct à 94%  donc sous les 95% pour pouvoir être top vendeur !!! C'est pas très juste je trouve. Et il n'est vraiment pas clair que l'on doive répondre à ce genre de message automatique.

sur les 18 messages que j'ai reçus, celui-ci est le seul sans réponse...et je ne serai plus top vendeur...

Comportement normal de cette fonctionnalité ?

Merci.

Stéphanie de la boutique creharmony.

[creharmony]

Taux de réponse aux messages : 94%, c'est calculé comment ? car :

16 messages ont reçu une réponse sous 24 heures

1 seul message a reçu une réponse après 24 heures

[NanaLetha · Accepted solution]

You must reply to all messages or mark as spam.

[creharmony]

message received:

"You need help with: I accidentally placed an order
Your ideal resolution: refund"

ok apparently that's it but this kind of message is not really one it seems to me... it was not clear to me if I sent the refund, it means that I received this request.

[creharmony]

Good morning, I got this in my messages:

"You need help with: I accidentally placed an order
Your ideal resolution: refund"

I thought it was an automatic message that did not require a response...I immediately refunded the customer.

But I did not think that it was necessary to answer this automatic message?

In the end, out of all the many messages to which I always respond very quickly, only one is unanswered (this one) and I go straight to 94% so under 95% to be able to be a top seller!!! It's not very fair I think. And it is really not clear that one should respond to this kind of automatic message.

out of the 18 messages I received, this is the only unanswered...and I will no longer be a top seller...

Normal behavior of this feature?

THANKS.

Stephanie from the creharmony store.

Response rate to messages: 94%, how is it calculated? because :

16 messages were answered within 24 hours
Only 1 message received a response after 24 hours

[EnergyPeace]

It doesn't matter what the message is, you need to respond to them all. 

Also, if a customer asks for a refund, it would be considered polite to respond and let them know you refunded. So I am not sure why you feel you shouldn't respond to a customer who asks for a refund? They are interested in your shop and probably had your item in their cart and accidentally checked it out with other items. 

Just remember to respond to all messages in the future. Or if it is spam send it to spam immediately. 

[creharmony]

Hello, I am always very polite with all my customers even with those who say neither hello nor thank you. there, it's an automatic message...so I will also respond to automatic messages now. Good evening.