I got wrongly punished for responding late to a customer

[DruidHillsStudio]

A customer asked for help with a sale on 10/14. I responded right away with a message and a refund. Etsy says I never responded, but I reached out to her and she said she did get a response from me on the 14th- in a very timely manner. Now I’m going to unfairly lose my star seller badge next month. Outraged!

[hopeandjoystudios]

If the message was in the refund box and not in the convo/message area, it does not count.

[BagmakerSupply · Accepted solution]

@DruidHillsStudio: Did you reply to the actual message or just in the message box on the cancellation form? If the latter, it does not count as a reply for Star Seller.