Refunding a purchase not counting as a message response

[LoonLakeBookstore]

A few days ago I received a message from a buyer requesting to cancel their order because they accidentally ordered something.  I canceled their order and then messaged them saying "I'm sorry you decided to cancel, but here is your full refund".  The problem is, this response did not count as a response within 24 hours, even though I did respond within 24 hours.  This has ruined our store's message response rate and puts us into a hole that may take months to get out of, putting the "star seller" badge out of our reach.

[PillowDetails · Accepted solution]

@LoonLakeBookstore  If this just happened yesterday, go in and mark the message as spam.  Not sure, but that may adjust your SS stats.

* And for anyone reading this in the future - the message box when we cancel does not fulfill the SS metric as an "answer" - yes, I know it's dumb!  The same goes for creating a Custom Order through messages - even though when we do that, Etsy sends an email to the Buyer to view and purchase.  Not good enough - we still need to answer with something - "Just created your Custom Order - Etsy sent you an email".

[LoonLakeBookstore]

If it's dumb, then it should be changed.

[CraftyCornishMaids]

notes on cancelations do not count as messages

you have to reply to the message, in messages,
it remains blue, until you do

[PillowDetails]

Yes - that's all we have to go on - look for the blue!  (Blue dot on mobile, easier to miss!)

They didn't have that at first - so glad we at least have this now.  If they change it, it will be even more of a disaster!!

[LynnsLittleShop]

Yes, I did this exact same thing about 2 months after they started star seller. I feel your pain, we sent a message but it was the wrong message.