BUG - Esty shipping estimate message to customers ignoring processing time.

[#1]

Etsy recently changed how shipping and processing times work. I received a notice last week saying there would be a change and that the shipping dates would be more accurate for my time zone. I was pretty happy about this change.

The opposite has happened. My processing time is 2-3 days, so when a customer purchases, I see the "Ship by Date" on their order, which looks accurate; yay!  But if I go to "Update the ship by date," I see the customer has been sent the wrong shipping estimate that does not reflect the "ship by date" provided by Etsy on the seller side of the transaction. The customer receives a notice that says I will be shipping the same day they purchased, which does not accurately reflect my processing time before I ship.

The shipping estimate is reflected accurately on my side but not on the customer's side. I predict a ton of peeved (to put it mildly) customers when their orders do not show up in the Etsy-provided estimate.

Can we have a tech team investigate and update?

Thanks!

[Vintagerous]

Add me to the list of sellers seeing this bug.  I have emailed support and am in the Pacific time zone if that makes a difference.

[WinterNightStudio]

I get this too and I have been wondering for a while now why the estimated delivery time starts the same day I ship or the next day when I buy my shipping labels when my packages are shipped within my processing time. I never noticed that the estimated delivery doesn't account for the processing time. I will be pointing it out to Etsy support tomorrow during their business hours. I have added a note in my store announcement until this gets fixed (if they deem that worthy of fixing of course).

Thank you for pointing this out!

[DaysLongGone]

I have the same issue with some of my orders.  I hope this gets fixed ASAP because it will be a nightmare during the holidays!  

[CraftsmanOakDesigns]

How on earth does one of the largest online retailers not have this basic, yet critical function bug figured out after an entire month. Just checked all of my orders, and they are all messed up. I have west coast orders (typically take 7-10 days), that Etsy is only giving 4 days to get there, from the scheduled ship date to the closing date of the delivery window.

I'm not cancelling orders, so do we just have to trust that customers are honest and won't submit a case and get something for free? Sure, we can push out the ship date but this has been going on for a month. This is getting crazy. 

[SugarFables]

Hi all,

I finally heard back from Etsty via Email after sending multiple requests on the ticket I submitted. They acknowledge that some people are having issues and are working on it, but it is not as cut and dry in terms of finding the exact issue. They told me to double-check that my timezone settings were correct for where I was shipping from.  Mine were correct all along, so this leads me to think that if you have shop assistants in other time zones helping with your shop and they update shipping, that could be the cause of the problem.

The second issue, where the date in the "update ship date" drop-down menu is not updating correctly, is still pending fixes. To recap, if you use the "update ship date" option on the order, the auto message to the buyer will provide the wrong original ship date.

[VintagePatternsDepot]

October 9 2024.. this is still an issue with Canadian Sellers!!

[SugarFables]

Hello all following this thread.

Today I noticed that the 2nd bug related to processing time and messages to the buyer has been solved. I did not get any notification via the ticket system.

To recap, if you previously used the "update ship date" option on the order, the auto message to the buyer would have provided the wrong original ship date.  This appears to have been fixed! Yay!

While it has taken time, Etsy is listening to us; likely, these two bugs are a lower priority to fix than others. Having worked in the tech industry for 30 years before my Etsy life, I know how bug prioritization goes. Patience and persistence pay off

[hippirhino]

I have the same situation and I wrote about it in the forum below.

https://community.etsy.com/t5/Technical-Issues/Shipping-time-error/m-p/146735601#M882138

I get a warning that I shipped the product late, even though I sent it on the exact day.

[SugarFables]

Double-check your timezone is correct for your location:

Settings -> Options-> Scroll to the very bottom. There are two dropdowns - one for country and one for timezone.

[Beadcomber]

Add me to the list. I shipped a package that I'm supposed to ship by tomorrow, but now says it's late, that the customer had expected it between tomorrow. Definitely a bug as it ignored my processing time

[IndigoEdenArts]

I am in the Eastern time zone and am having the same issue.  It started with a few orders, now every single order I ship out says it may arrive late.  I have a processing time of 1-2 business days, (not weekends).  I have received an order early in the morning, hustled it through and shipped it within a few hours and STILL Etsy says it will not arrive on time.  I could not possibly fill and ship this order any faster.  Clearly the problem is with their estimations.  This is going to cost Etsy a bundle this holiday season with their arrival time guarantee.  I wrote about this a few weeks ago and it has only gotten worse.  I do not want to deal with disappointed customers and their bad view of my shop because Etsy cannot accurately estimate arrival times and won't fix this known problem.    

[GreatStuff80]

It's STILL happening. I just got an order and when I went to print the label it says buyer expects it starting tomorrow in 2-3 days cross country! It also says it may arrive late! I can't even get to the PO before tomorrow. This insanity is sure to cause issues, hurt sellers and drive buyers away. MONTHS of people complaining and zip from Etsy. After well over a year they still can't even get Ground Advantage in the shipping profiles! smh 

[PikoCeramics]

Hi! @thatregina is there an update on this issue. Its holiday season, and I have a few products in my shop that are longer processing time, because i make them from scratch. But when a buyer pruchased one, i see that the buyer expects delivery within couple of weeks, which is not accurate at all according to my shipping profile. I set processing time 2-3 weeks, and i ship from NL to the US. on my end it says that i should ship by Dec 26, but the buyer expected deliver is from Dec 23 to Jan 1. How come? 

Besides, when you using phone app, it doesnt show when the buyer expects the product at all. 

I suppose the issue has already been reported multiple times from September, is it still not resolved? 

Cheers, 

Anna

[thatregina]

Thanks for your post @PikoCeramics. If you have submitted a ticket, could you please follow up on it by sharing the listing ID in question and any screenshots or device details you may have, where the date range is being shown? 

[CarpetCollectionAU]

@thatregina This issue was first noticed by many of us as early as September and it is still a problem

Here is a more recent thread on the same problem which is affecting many different Sellers

https://community.etsy.com/t5/All-About-Shipping/Etsy-is-overriding-Shipping-Profiles-EU/m-p/1472039...

[PikoCeramics]

Hi! @thatregina , I have reached out to support, still waiting for an update. 

In the mean time, this problem should be escalated, as it really sets wrong expectations to the buyers, and sets up the sellers to negative feedback. The buyers do not see what is the processing time, they can only see when they can expect the product. So if they receive it later than expected, there is no point to plea to them that you actually shipped them on time and its just Etsy bug that shoed them the wrong expected delivery time.  

Adjusting ship by date does not resolve the issue. Today I had to ship an item 14 (!!) days earlier than "Ship by" date because the buyer expects to receive it by Christmas, while my "ship by date" said Dec 20... Besides, prolonging "Ship by date" will give a buyer an idea that the delay happened on sellers end, and then the seller is to blame on the delay, which is not the case. Im ready to ship it within my set time, but now forced to ship it much earlier to avoid customer complaints. 

PLease escalate this to your tech team. 

Best regards, 

Anna  

[EtsyForumsTeam · Accepted solution]

Hey all,

We have escalated your reports. If you are experiencing issues, please write in to our Support teams with the listing, and any screenshots you have of the incorrect dates being applied. Thanks!