Cancelled order still appear to need shipping

[SimplyDevineHome]

The fire and I agreed to cancel an order. I asked shoot them a full refund. Everyone is happy except the order is still sitting in my orders and says it’s 14 days late. I have no idea how to get in touch with Etsy. I’ve spent hours trying to get in touch with them to no avail. Can anyone tell me how to remove this order because it took away my star status

[NanaLetha]

You need to both refund and cancel 

[SimplyDevineHome]

Thank you 

[WitticismsRus]

@SimplyDevineHome 

 Did you cancel the order as well or just issue a refund? Refunding doesn't cancel the order, you have to do that as well. It will remain in your open orders until it's marked complete or canceled. For future reference, next time select cancel order first and you can do both refund and cancelation in one step. 

[SimplyDevineHome]

Thank you! I didn’t even look to see if there was a cancel. I just refunded now I understand.

[GalleryAntiques · Accepted solution]

If you only refunded the buyer, that will be why you also need to cancel it.