Resolve Button?
0 replies
Seller_8Wsckn3UoR095
What page is that on? I don’t recognise it.
It’s not going to be this one 
Seller_E9zGj6ea9LKrm
It’s the new Buyer-Seller message board which as usual is a backward step. Notice how there isn’t any “no response” button. To finalise the message you now click on “resolve case”
Another pointless change
Seller_MXDZhBZhY7rH0
The resolve button is to change the status of the message from open to resolved. I had just seen this and tried it myself on a message that was fully resolved, it just put a green tick next to the message so I believe it just shows on your end so you can keep up to date on what needs further action etc.
Seller_HRqC7Eq5Rjcr4
There is another glaringly obvious omission to this new system. There is no option to show just unresolved cases. Replying to a message takes it off the response needed filter, you might reply to a customer to say you will look into an issue but want to give them an update later.
The only way to see these is to look at all cases and scroll through absolutely everything. It defaults to all cases which is also stupid, it should default to response needed or give us an unresolved option and default to that.
Seller_Zm6mSLypM9kp8
This seems to be a CRM method of dealing with customer queries and very common in such CRM system. These statuses are just for your internal purposes on managing the communication with the customer.
We currently use a 3rd party CRM solution to answer queries across all of our marketplaces and uses templates and automated replies for consistent user experience and also very help for our CS team.
