Order incorrectly labeled late

[Selonsbest]

My order 2836774073 was labeled incorrectly.  I actually gave the lady a refund that day because her child accidentally ordered the item.  I tried to clear it from my progress chart by selecting completed order and now it's lowering my score on the Star Seller for shipping.

[PinkBirdCottage]

Did you remember to cancel the order as well as refund?

[Selonsbest]

Yes I cancelled and refunded.  I always do it that way and never have a problem.

[WitticismsRus]

@Selonsbest 

"I tried to clear it from my progress chart by selecting completed order and ..."

So you refunded and then marked it as completed but didn't ship it? Refunding does not cancel an order. Marking as complete does not cancel an order. Canceling an order is the only thing that cancels an order. If you marked it completed but the order wasn't actually completed then that is your error. The order is labeled correctly based on the options you selected for the order. Mark as completed means you shipped the order. Next time select cancel instead of refund and you can do both cancel and full refund in one step. 

Help Center has instructions here  https://help.etsy.com/hc/en-us/articles/115015587347-How-to-Cancel-a-Sale?segment=selling

[Selonsbest]

I did cancel the order and issued the refund.

[PillowDetails]

@Selonsbest   It should show in your completed orders with a red "canceled" at the top.

[TonsOfPaper · Accepted solution]

Hello @Selonsbest,

We double-checked the order that you've provided, and it appears that it was only refunded but not canceled. Please know that canceled orders are not counted towards your minimum threshold for orders or sales, and they’re also not counted towards your customer service metrics. However, if you refund an order without canceling it, then this will still count towards all your metrics. We encourage you to use the streamlined process for canceling and refunding orders together if you wish to both cancel and refund an order.

You can check out this Help Article for more information: How to Cancel a Sale.

Thank you very much!