Buyer-cancelled transaction flagged as not shipped on time

[StevenRicksTailoring]

A buyer purchased an item from me, only to realise he made a mistake (he didn't read the listing fully and bought in haste) and requested to cancel the order.

I cancelled it and refunded him in full. End of transaction.

HOWEVER.

Etsy now has the transaction flagged as not shipped on time and no tracking information on the shipment.

This has resulted in me getting hit on my shipping on time status, affecting my star seller status.

WHAT CAN I DO?

How can a shipment I cannot make (ie not paid for/unwanted) count as a black mark against me? Is there any way or hack that can put this right?

PLEASE HELP!

[FrameTowne · Accepted solution]

Did you refund AND cancel?  You can either cancel the order in which case it automatically refunds, or just refund and cancel separately, but if you refund without actually cancelling the order will still be there and will go overdue if not shipped.

[CarpetCollectionAU]

Did you use the "One Step" Cancel option or just "Refund in Full"?

If you go back and "Cancel" as well (which requires a Full Refund) the status of the Order will change.

Unfortunately,  you may have fallen into the "last day/s of the Month" black hole. As statistics have 24 hours (or more depending on where you are located) to update, the Cancellation may not have registered before the SSP "Shipping on Time with Tracking" statistics were finalized for September. But, if the Cancellation is correctly processed, it will be updated and reflect correctly in your November SSP statistics.

[CappuccinoLace]

refunding does not cancel. you have to actually cancel the order.

You can't cancel an order on the app, only on a browser.