When will a person reply?

A person replies within 24 calendar hours after your message reaches the server, including weekends. The same timeframe applies to a new message in an open conversation. An automatic acknowledgement is confirmation of receipt, not the human answer.

If an investigation is still with the team, you receive a substantive update within the next 24 hours. If delayed, the delay is explained with a new expected time. That does not mean every refund or data operation finishes within 24 hours: those operations have their own deadlines. Repeated messages do not reset the original reply time.