cancelling an order counts as not including a tracking number for star seller status?!?!?!

[MitzsMeowMarket]

so i mutually cancelled an order today because a customer wanted to re-order with more items. fine, cool. but now that is counting AGAINST me getting Star Seller status because its registering as "missing a tracking number."

anyone else? im so frustrated because i should be getting Star Seller status for December, but now won't...because i gave good customer service and cancelled an order per the customers request so they could place a new order with more items.

not cool.

what can i do?

[BootifulLabels]

If you refunded AND cancelled, it should not count against you on SS, but it can take a day or so for the stats to update, it doesn't happen instantly.  If you only refunded, that doesn't cancel the sale.  Choosing CANCEL under the three dots on the order menu does both.  But choosing refund only refunds and you need to cancel separately.  

[MitzsMeowMarket]

yes, i refunded and canceled.

[UppNorthCo]

yes you need to cancel too but is something that happened today showing on your Star Seller stats today?  Those stats update the next day. 

[MitzsMeowMarket]

yes, i canceled. but i also may have jumped too soon, lol. I've never had to cancel an order before, so i didn't know what to expect. just taken aback that at the moment, it appears to be counting against me. ill check again in the morning.

[TonsOfPaper]

Hello @MitzsMeowMarket,

Please know 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. It may take 24 hours for the Star Seller score to be updated.

Read more about how to do that: https://help.etsy.com/hc/en-us/articles/115015587347-How-to-Cancel-a-Sale?segment=selling

Thank you very much! 

[MitzsMeowMarket]

my experience is showing what you say to be incorrect. I have NEVER been late shipping and ALWAYS enter a tracking number. ONLY ONCE have I ever canceled/refunded (yes, i DID cancel) an order (in November), and im STILL showing less than 100% on shipping and tracking. it has been well over 24 hours. this is my experience and it is very discouraging. 

[BagmakerSupply]

@MitzsMeowMarket: Have you looked at the applicable CSV file to see what Etsy thinks shipped late? In particular check that *Had processing time?* = yes, *Ship by* has a date, *Tracking/label date* has a date, and *Shipped on time?* = yes.

[MitzsMeowMarket]

yes i have...and it is marking 'no" the one order that i canceled.

[TonsOfPaper · Accepted solution]

Hello @MitzsMeowMarket,

We've double-checked the two orders that has affected your Star Seller for the previous review period, it appears that the tracking events for one order has been updated after the Star Seller calculation and the tracking number on the other order can't also be tracked on the carrier's website. 

For the order wherein the tracking events that were updated after a day, there are some instances wherein the tracking events aren't automatically shared by the carrier's website. We'll then need to manually check for update for these orders.

In regards with the tracking number that can't be detected by the carrier's website. It is possible that the number being entered may not be the tracking number, or a slight error may have been made in entering the number. Please check the carrier and the tracking number match. If the carrier and tracking numbers do not match, this will count as an invalid tracking number. You can also check our help center article explaining how to add or edit a tracking number.

Thank you very much!