Star seller Dispatch & on-time tracking affected after refunding

[KatieRubyShop]

I recieved an order during the time that royal mail could not send post abroad. I happily refunded the order to the customer after explaining to them that royal mail were having technical issues. I refunded this order within the time that the item should have been dispatched. After refunding the order I thought that this was complete. However after looking at my etsy App a few weeks later the order was still sat there and said it was overdue despite being refunded and not being dispatched.

I am now going to lose my star seller status because Etsy don't make it clear that after refunding you still need to complete the order. Once you have refunded it, it should just automatically complete.

Bit unfair as I spent ages working towards star seller status, when infact I've not let any of my orders go overdue and I have been buying my shipping labels through etsy.

[GlitteramaCrafts]

You also need to cancel the order when you refund, otherwise is will stay in your open orders.

[hopeandjoystudios]

you need  to cancel or the order stays open.

[CappuccinoLace]

You don't complete, that effectively means marking it as shipped.

you need to cancel, which you cannot do on the Sell on Etsy app. Apparently you can do this in the new Etsy Seller App, or you need to use a browser.

[BagmakerSupply]

@KatieRubyShop: "Once you have refunded it, it should just automatically complete." When you also CANCEL the order it will be automatically marked as complete. Without the cancellation (or actually marking the order as complete) how is Etsy supposed to know that the order is complete?

[BootifulLabels]

You have to cancel and refund, either as two separate steps, or by using the Cancel option rather than just the Refund option, Cancel will do both.  If you cancel now the stats should correct themselves within a couple of days.

[TonsOfPaper · Accepted solution]

Hello @KatieRubyShop,

We've double-checked the order that you're referring to, and it appears that it has been refunded but not canceled. Please note 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 read more about how to do this: How to Cancel a Sale

Thank you very much!