BUG in Star Seller stats for PostNL

[grabacoffee]

Hi Team,

I clearly see that it's a global problem, so I decided to write here too - after very long conversation yesterday with chat support, then recent mail from Etsy Support via e-mail.

Long story Short - I am sending my packages via Netherlandic Post office, all packs are tracked (even if my customers are not choosing that option, I am paying extra to be able to proof it to my customers, and also to be able to reach Star Seller status.) Unfortunately in this December, I simply lost it, because Etsy cannot track it.

I had 2 ticket opened in October, when a customer got MISLEADING information from Etsy, that their package was delivered. I discussed those cases with Etsy, both times they KNEW that the inside tracking system is wrong, and they checked on Track17 site. I had a following e-mail where they said that they will look after the problem, and IT WON'T EFFECT on Star Seller status.

I have to discuss these cases with my customers, which is causing trust issues, they are reaching me how is it possible that they orderes something in October which was delivered in August... ?!

Yesterday, I opened a chat again, and complained about my lost Star Seller status. First, the agent simply checked my stats, and said that I had 9 orders did not met with requirements. I did not let it go, and started to explain and proof that my side it was everything correct. Finally I got the feedback: if I want to make sure that it will track correctly, I must by Etsy labels.

Hungarian post office does not support Etsy labels, and it is not tracked either (on USPS or anywhere else). That's why I use Netherland post, we do have one company in Hungary, who is collecting and sending all packages every day to Amsterdam, and then they are processing further. To use them, I already have to administrate everything in their system, which is time consuming (and it is expensive as well). Having one more administrative layer on top of that, and also not even for free ... this is ridiculous.

The resolution would be to use a normal tracking system under Etsy site, which is not sending false information to our customers, and treating the loyal (international) sellers well

Under my 10+ years of selling on Etsy, that was my worst year, and this current situation the worst experience I ever had with Etsy. With having a Christmas ornament shop, this is simply killing my business, and I am really upset how Etsy it treating this problem.

Dear European sellers, if you have the same problem, please stand behind me, and share your problems.

Please, start supporting international sellers! Please resolve problems you case for us.

[DejaVuGouda]

I also have this problem with Postnl.

Sometimes etsy can track them, sometimes not!

I can prove I have shipped on time, but it still affects my star seller status ...

No solution given by Etsy!

[CraftyCornishMaids]

many people don't send tracked, as it's too expensive,

many Canadians don't

and Etsy didn't recognise Royal Mail tracking until very recently.

Not having star seller didn't affect sales, I wouldn't worry about it.

[DejaVuGouda]

The problem is that I did send tracked and on time...So I do want to keep my star seller status!

[CraftyCornishMaids]

Etsy didn't recognise Royal mail tracking for years, it is only recently that they have started to recognise it.

Aftership, for one reason or other - which etsy uses to track -didn't recognise UK Royal Mail.

Not having star seller didn't affect my shop at all.

You can log a call, eventually Etsy may do something about it

but not having the star seller isn't a big thing.

[CryzalisDesigns]

I use both DHL and POSTNL, the problem with POSTNL (which I use most of all) is that it will track but for international orders you need to select PostNL International 3S. (been going on for years at least 2 years)

When it goes into transit, do not leave it. Always check these orders the following day because 50% of the time the system has a habit of automatically switching your carrier to Postnl or Postnl international, if it has switched, edit and select "PostNL International 3S" (I have never had it switch after the edit) 

The other problem is once your parcels have been scanned and are in transit, you may find that 2 days later it is suddenly switched to pre-transit even though tracking in the dashboards shows that it was scanned and collected (it started doing this on orders this year) and from what I can see via the tracking is they do this once the parcel is on it's way to the international hub, but reverts back to transit 1 or 2 days after this.

The final problem which has also been going on for years is that once the parcel has been delivered and signed for, it remains in transit but this Etsy can help you with. Provide them with the tracking number, order number and the link to the postal website proving delivery and signature and they will manually put it on delivered for you in the dashboard. 

None of the above has ever affected my stats.

[DejaVuGouda]

Thanks @CryzalisDesigns!
I will try to select 3S next time! Hope it works.