Did not receive notice of a sale

[RoxiesPotteryShop]

I had a customer purchase an item. I immediately went on to thank her (within minutes) and saw that she left a message that it was purchased by mistake and could I refund her. I said sure no problem and proceeded to process the refund. While I was processing the refund she sent another message saying she was going to go ahead and purchase it. I had already done the refund so I made the listing available and told her it was available for her to re-purchase. I waited for a notification but it never came so I assumed she decided not to purchase it. I was out of town on business for a week and when I came back I reached out to her and asked if she was still interested in it and if not I would put it back in my inventory. She informed me that she re-purchased it the same day. I did not get a notification that a second purchase of the same item was made. This happened on a Sunday so immediately Monday morning I shipped it out to her. However Etsy held it against me in my shipping time and I have no way, that I know of, to have Etsy remove the delay on shipping which is causing me to not be a star seller. I did get in touch with Etsy chat and they told me " notifications sometimes don't get received and to whitelist a number of email addresses" which I've done. There were no notifications in spam or junk mail. I simply never received notification from Etsy about the sale. Has anyone had this issue and does anyone know how I can resolve it? Or, every month are we starting from scratch trying to be a star seller or it's your score cumulative? I'm a new shop owner and I have had a handful of sales.  I have three five-star reviews and I've never been late getting an order out the same or very next day. I always ship 2-3 day priority mail with USPS unless it's international which can take 6-10 days.  I have had no customer complaints.

Thanks in advance for any help!

Sara

[BagmakerSupply]

@RoxiesPotteryShop: Unfortunately, as you were told, Etsy's position is that it is the shop's responsibility to make sure an order is completed on time, period.

"I simply never received notification from Etsy about the sale." Yes, this forum is full of reports of issues with eMail and app notifications, but any integration can fail. If the eMail was actually sent it could have fallen into an internet black hole any where along its path to you. The bottom line, in Etsy's eyes, is that even if you did not receive the eMail you did receive a notification - the one on your Orders and Shipping page.

Right or wrong, fair or unfair is one issue, another is that we as sellers should be able to expect things to work properly. But sadly they often do not.

That is one reason that the consensus is that a seller needs to check their shop for messages and orders at least daily via a browser until these issues are resolved.

[Adorabilities]

Lots of sellers have issues not receiving email from Etsy, so that's not a huge surprise.

when I came back I reached out to her and asked if she was still interested in it
Wasn't it showing in your shop manager as an order?
Or did you contact her by email or another way, without looking at your shop dashboard?

[FindingsByLynda]

I understand that you didn't receive the notification of a sale, but separate to that - is it showing in Orders?

If it wasn't showing there then i don't believe she successfully placed that second order. You could also then check Shop Payments for detailed evidence of the funds processing.

[RoxiesPotteryShop]

Thanks everyone, yes the order did show up in orders but unfortunately it's my fault because I was out of town helping to run our annual conference and was so swamped I didn't think to check because I really rely on notifications but lesson learned. All worked out okay because she gave me an amazing review and hopefully one slow mailing does not a star seller ruin lol!