Incorrect Star Seller Percentages

[TrevillyanFamilyFarm]

My reply percentage and my shipping percentage got dinged.

The reply got dinged because a seller of an item I purchased sent me a message and I did not reply to the seller. It had nothing to do with my store. 

The shipping got dinged because someone placed an order and then cancelled. I refunded the order and never shipped it out but it is counting it as no tracking. 

Is there a way to fix this?

[TheVintagePineapple]

We're required to respond to any new message, as a seller or buyer.  If it's spam, there's no need to answer, but it gets put in the spam folder.

Did you also cancel the order after you refunded?

[BootifulLabels · Accepted solution]

1.  You must reply to ALL new messages, no matter who they are form or what they are about. Seller can be buyers too and Etsy has no way of knowing who is the buyer or the seller.  No-one reads your messages.  If you don't want purchases to cloud your SS status, don't use your shop account to buy, create a new account just as a buyer, or log out of your shop account and purchase as a guest.  You can try marking the missed message as SPAM now, and it may correct itself in a day or two, but the program is not retrospective, so it won't help with the badges just awarded, they are closed.

2. When you refund an order you have to cancel it as well.  If you don't the order remains outstanding.  You can use the one step cancel and refund option.  Cancel the order now and it should fix it for next month's badge.

[TrevillyanFamilyFarm]

Thank you! That helped. 

[CappuccinoLace · Accepted solution]

FYI, you can't cancel on the old sell on etsy app. You have to use a browser. Fully refunding doesn't cancel an order.

[TrevillyanFamilyFarm]

Thank you. You’re advice worked.