star seller calculated incorrectly

[WilsonAndSonSpoonCO]

So, I had a buyer's package come back as undeliverable and she wanted a refund not a problem.

I set up the refund and send a message back that it has been resolved the same day as the original

message. So, it counted it as having not been replied to and tanked my score on communications.

This needs to be reviewed as an issue with Etsy and problems calculating performance as I am sure I am

not the only one who has had this incredibly unfair issue.

[PlatypusDream]

Etsy Help will not review your Star Seller status, and have no power to change it anyway.

Just look to next month and hope that you will get enough orders to cover the difference.

[OmasFabricStash]

Did you respond to the message within 24 hours? It sounds like you sent a new message instead of the original one. 
If you did not respond to the original message then it goes against you. Not sure I’m reading like it’s to be but if you don’t respond then it isn’t a problem with Etsy. 

[BootifulLabels]

The message on the refund page is a system message, and is not tied to the original message requesting the refund.  You need to respond to the original message within 24 hrs.  Even if you went straight to the refund page and left a message there, it does not affect the messages in your inbox.  Always respond to the message even if it is just to say, I will process a refund for you right away.  Then do the refund.  You can go back now and mark the original message as spam (doesn't affect the buyer) and it MAY correct your stats within a couple of days.  

[CarpetCollectionAU · Accepted solution]

If the request for a Refund was made through a "Help Request" and you processed the Refund via the link, the Refund will process but the action does not count as a Message Reply. If you wrote a "Note to Buyer" in the Refund this will not"link" to the Help Request either. Etsy Specialists have confirmed in Forums many times that you have to reply within 24 hours to all First Messages (in a thread) OR Help  Requests.