1st. You don't need to acknowledge the order unless you are talking about a message sent prior to the buyer purchasing or shortly after. There is a space on the email confirmation that includes your note. So if you are sending something separately that is not required by ETsy or the SSP.
You only need to answer the 1st message from a buyer within 24 hours. Nothing else. In fact if you are sending a separate message and that buyer is a seller you are forcing them to respond.
As to the dispatch time, you are using Etsy labels? After purchasing the label and attaching is the item getting into the postal system right away? In other words accepted by your post office.
If are not using Etsy labels and you are getting a tracking number and entering it after marking complete, there is an issue with the software Etsy uses to track the numbers. It's less of a problem with Etsy labels but it still happens even with the labels.
There isn't much we can offer in the forums. Sending people here is so wrong. We are not tech people in that we have knowledge of the inner workings of Etsy tech.
Is this a call you made or an email? If a call then send an email instead to the star seller program with all the information. I am mistrusting the support call service now since the crew doesn't seem to be trained well enough/
A long shot may be to clear out cache and cookies and have a new cookie placed just to see if this gets corrected information from Etsy. As I said a long shot.
Finally don't stress the SSP. Just continue with your customer service of shipping on time and answering messages. That's what counts. The SSP is just to get all sellers on the same page. At this time it doesn't offer any benefits.
