We operate online and brick/mortar and sometimes while I'm reading a customer ebay message, a phone call or a physical customer comes in. I'll leave the message screen to tend to the customer, but when I go back to the eBay message center, I can't figure out where the message I was reading disappeared to. I certainly didn't file it into a sub-folder. For example - one particular customer has sent me a note three times, each time asking me if I got his previous message and getting more annoyed. I can't answer his additional questions anymore? Is the message center only supposed to allow one back/forth at a time?
I don't usually take note of who the message sender is until I formulate a reply so I have no way to even search for their message. There doesn't seem to be a full "all messages" view any longer. Complicating the matter is the fact that there are three or more of us working the phones, counter, and messages at one time. If a co-worker reads a reply directed to me, the usually leave it for me to answer, but these customers are not getting replies as their messages disappear into the void and I won't even know they replied to me unless my coworker mentions the message! The previous message system was very solid and reliable. There were some quirks, but none as potentially catastrophic as this. We will start losing sales if we can't reply to customers additional questions.
How can I find these un-replied to messages?
