Message not answered in the conversation with the customer but order deleted as requested.

[Rackandride]

A customer asked us to delete his order because it was a mistake. We deleted the order very quickly but did not respond to his message because we thought that deleting the order as requested would be sufficient.

We only have 6 messages taken into account in the top seller message score, so this simple error enormously affects our score. However, this error does not affect the customer's experience on etsy because we deleted the order very quickly as requested by the customer.

in fact we could put an automatic reply to avoid this problem but it's not for that reason that the customer will be happier, a personal message is still better than a roobot.

[CryzalisDesigns]

Put the message in spam, if messages are not marked as spam they all have to be answered 

[LAKEandFELLart · Accepted solution]

I don't think anyone would disagree with you , but if you want to be involved or are bothered by the Star seller measuring metric its time to find out how it works help.etsy.com How-to-Become-a-Star-Seller 

[JackisJustVintage]

All initial messages need a reply or be marked as spam. It doesn't matter where they came from or if they are duplicates etc. Reply or spam.

[artbyjocelyn]

You have to reply to all new messages, or report Spam messages as Spam. Do this going forward. I would not report that message as Spam now, as it was not Spam. 

[PillowDetails]

FYI - the same goes for a Custom Order request.  Setting up a Custom Order through messages requires an additional response to the message, even though Etsy sends an email to the customer when you create one.

[WantableDesigns]

Just reply with something like 'Order cancelled as requested'. Takes a few seconds.

[LynnsLittleShop]

But don't do it on the cancel/refund page, it says it's a message but it doesn't count for Star seller, found that out the hard way.

[secondarycreations]

I would not have thought that. Thanks for mentioning it. 

[SmudgePlant]

@LynnsLittleShop 

I think Etsy may have changed that.

I just had to cancel a sale, last week, and the little blurb I wrote on the cancel request shows up in my message thread to the Seller.

(I will still double check everything from now on because you never know.)