cancelled order messaging

[WarmWoolenWishes]

Someone bought something from me "in error" and then requested to cancel the order.  I canceled it right away and messaged him that it was fixed, but my message must have been sent from a different place, because it showed up as not being answered and I lost my star seller status because of it. I have a record of my answer.  

[LynnsLittleShop · Accepted solution]

Did you send it from the page you made the cancel / refund on? That message doesn't count for star seller, you were supposed to answer them in messages. I did the same thing and when we got this dang star seller thing. 

[WarmWoolenWishes]

Yes, that seems like what happened...such a dumb reason to lose my status!

[GroundZeroCreations]

I am really wondering why Etsy would even set the process up this way. I actually did not know this and am just grateful I have not had this problem. So many strange ways of doing things...

[RainyDayTreasuresTX]

Same just happened to me. I wish we were allowed to report this and they would fix that since technically we responded within 24hrs. 

[thecaliforniamagpie]

This happened to me too. I responded within ten minutes and cancelled the order. I confirmed via a regular message through Etsy then cancelled. I got error messages 6-7 times trying to cancel. I got dinger and will lose my star next week. In December, thanks Etsy. Also, Etsy left the item (a mosaic mirror) in sold out and I had to add it back to active. I wish Etsy would focus on fixing these issues. So far my experience with chat has been extremely poor. 

[mommawhazelsquilts]

There is no issue for Etsy to fix.  The program is running just as it was set up to do.

The rules are to reply to all 1st messages in a thread - from buyer or seller.  Usually on a refund there will be 2 messages but the important one to reply to is the Help Request in Etsy messages. 

As far as your listing goes, Etsy does not put your listing back up - that's up to you - if they relisted it and you didn't want it relisted you would complain about that so you need to do the relisting.

[hopeandjoystudios]

If you cancel an item you need to relist it yourself.  Probably to keep orders that are canceled because they are lost or damaged before shipping from auto relisting. 

[WarmWoolenWishes]

I think there are glitches- the first time I lost my star status was after purchasing something that had nothing to do with my own business. The seller thanked me for my purchase and I did not respond. It counted as not responding to a customer! That was ridiculous and it took me forever to get my status back because I get very few messages and it was hard to get the percentage back up.

[hopeandjoystudios]

Those messages count. Any messages count and need to be replied to within 24 hours or spammed.