Help needed from experienced sellers please??!! I’ve had an email to say my selling privilidges have been removed due to order defect rate higher than 1% (at 2.01%)

I joing HM@A to sell my hand made personalised baubles in October. I was fairly soon inundated with orders and struggled to keep up, but worked all hours to make sure all order were completed (sometimes twice to be sure!).

I put a notice on my shop that I would shut the shop on 12th in order to complete all orders, which I did. All orders were dispatched by 19th.

I had about 17 messages to say items not delivered in timescale, but on following up, all but 2 had been delivered and customers were all very pleased with item.

I’m not very familiar with the health statistics but now I’ve looked it seems to be my order defect rate has caused the problem being 2.01%.

Looking in to this further, it looks like I’ve had 2 Return Disatisfaction: 1item took 12 days to arrive due to being sent to wrong depot etc, however I did send a few days late so not sure if to mention this?

Also, I have 2 low marks in Feedback Manager, 1 rating of 2 (again took ages to arrive in post from Courier)
and 1 rating of 1 as item not received. I’ve looked back on messages and the customer was going to the post office to collect on 18th Dec and confirm ok but never got back to me.

I’d really appreciate it if you feel I should appeal and what reasons except ignorance and unexpected brilliant amount of orders!

Any help really would be appreciated as I have great plans for listings and items to sell this year!

Thank you for taking the time to read this xxxx

Julie, Dilly Dally Designs