Star Seller Messages w CAncellations

[AllsFairyVintage]

I received an order a couple of weeks ago. The buyer very quickly messaged me to ask if she could cancel as she had purchased in error. It was rather late in the evening but in order to keep a good star seller score, I went right away and cancelled the order and sent her a message through the cancellation form. I thought that attached automatically to the message thread as it seems to do that when I add a return label. It was late and I didn't think to check. Now my messaging score is below 95% because I don't get a lot of messages. The ones I get, I do respond to very quickly, as I did that one. I realize I should have checked and sent a second message, but I'm posting here because that's the only option Etsy gives me. It seems ridiculous to have to send a second message and seems to me to make a whole lot more sense to link cancellation messages to the original message thread as Etsy does with some other auto send messages. Please consider that in the future. I'm annoyed that I provided great customer service and technically did everything that was required of me but still won't get the badge. I'm annoyed in general that AI runs our shops on Etsy with little or no opportunity to appeal its decisions, even when they are blatantly wrong (I am now referring to other instances). Just  annoyed and weary, posting here in the futile hope someone might take note.

[BagmakerSupply]

@AllsFairyVintage: And how is Etsy supposed to know which cancellation goes with which message?

[AllsFairyVintage]

The same way they know which return shipping label goes with which message. 

[HeatherJordanJewelry]

Interesting! Maybe THAT’S what happened to my Star Seller score! I’ve been trying to figure it out since I always answer EVERYTHING right away! What kind of oversight is this, Etsy? 

Know what I just decided? Screw the Star Seller program! It’s just another behavioural manipulation tactic by Big Tech and I’ve HAD IT!!  

From now on, if something on a website makes me feel bad, I’m leaving it. Ask yourselves how you feel emotionally when you visit ANY website, then ask yourself if that seems like a healthy place to be. If the answer is no, log-out/click off. 

Safeguard your mental health!  

[dippeldiundscribble · Accepted solution]

@AllsFairyVintage 

„It seems ridiculous to have to send a second message“

You do not have to send 2 messages.
Just reply to the initial message and then cancel without further comment. It’s absolutely not necessary to send a second message when you cancel.

[AllsFairyVintage]

I know, you are right, I think what I object to is why not automatically connect cancellation messages to the thread like they do with return labels. Would be streamlined and avoid this kind of error. Just a petty gripe.

[cutebutton]

This is just what I personally do.  When someone sends me a message to cancel an order I respond to the message that they sent me letting them know that I got the request and that I am going to cancel the order for them no problem.  Then I cancel the order and don't add a message to that because it's not needed (honestly it wouldn't even hurt to put a message there too if you want).   Since they sent me a message I respond because to me it makes the most sense to respond to a message that they sent rather than just on the cancelaiton. 

[TonsOfPaper · Accepted solution]

Hello @AllsFairyVintage,

As of the moment, the cancellation message isn't counted towards the message response. We recommend responding to messages by going to Shop Manager > Messages. 

Please be assured that we will take note of your feedback and we will be sharing it with the team to consider for a future update. Kindly know we take comments from the community to heart, and we make many changes to the site based on what we hear.

Thank you very much!

[AllsFairyVintage]

Thank you, I appreciate that. I do actually know how to reply to a message (been here 14 years), the error was mine, it was late and I was tired and didn't think to go back and send the same message through the message thread. I'd just recently purchased a return label and was thinking it would auto link to the thread, but should have checked.  Even so it does just irk me a bit to do everything needed to take good care of my customer and still have my badge removed.

Meanwhile, however I'm glad to see that someone is listening. This was a pleasant surprise.

[UppNorthCo]

I never used to respond to the request to cancel, just cancel and refund.  Now I cancel, refund and reply to the message with Done, Thank you.

it's just more hoop jumping.

[AllsFairyVintage]

LOL, I’m getting better at hoop jumping but not up to Olympic speed yet, apparently.