FixAreas: Complaints
Your own messages on a case no longer count as the company replying
Answer one of our "they replied" emails and it now sits on your case as yours. Your follow-up still goes, and nothing says they wrote back.
When a company writes back, we email you. Some of you hit reply on that email, or wrote to the case from your own inbox, and the message landed on your case looking like it came from them.
What changed
- It shows as yours. Your message sits in the thread as “You wrote”, not under the company’s name.
- Your follow-up still goes. We no longer cancel the automatic follow-up because you wrote in, as if they had answered.
- No false “they replied”. Your case does not switch to “Replied”, and we will not ask whether their reply sorted it when there was no reply.
- Logging a reply asks for their address. If you log a reply with your own email address as the sender, we ask for the one they wrote from instead.
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