Customer service stats not updating

[AbiDashery]

I got an email recently saying I wasn't meeting standards with my shipping and that my shop will be reviewed again 1st November. I have done everything I can to meet these standards but my customer service stats havent changed since 9th October. I've sent out 7 parcels on time since then and that isn't showing in my customer service stats or on the spreadsheet. I'm really concerned that Etsy won't have the correct info when my shop is reviewed on the 1st and my store will suffer as a result. Does anyone know how to fix this and bring my service stats up to date? With best wishes Abi.

[FashionClozet]

Customer service stats doesn't update live or on daily basis. It's updated once a month. 

[AbiDashery]

Hey, thanks but it says right above them, 'these stats are updated every 24 hours for you to track your daily progress' and before the 9th October, it was updating every 24 hours and I could see the percentage changing as I got more orders out on time. Thanks so much for responding though.

[NanaLetha]

@FashionClozet  They update every 24 hours.

[curiousgeekboutique]

No solution, but just to let you know I am having the same problem - you are not alone! Mine certainly are not updating every 24 hours, there are orders dispatched over 24 hours ago that are not on the spreadsheet.  It's frustrating and worrying for the 1st.

[BagmakerSupply]

@curiousgeekboutique: Keep in mind that often orders are not counted for Star Seller until after their scheduled ship by date regardless of when they actually were marked as complete.

[SoBohoBracelet]

Same on all. No updates, and very concerned because my shop has suffered considerably and I have worked and worked to get those numbers up. What they are showing (which these numbers have to be below what they really are due to no updates) is 94%  MR, 90% OnTime Ship, 4.9 reviews, and 0 cases and it still says im not meeting standards and my visibility could be affected and check back on Dec 1. I don't get it. At all. And I called CS because I could not find answers on the site. I hung up just as clueless.

[ChillwolfArt]

@AbiDashery  I just clicked onto "Customer Service Stats" (Left Column in Shop Mgr.), which is really Star Seller Metrics. On that page, it says:
"These stats are refreshed every 24 hours. On the first of every month, we’ll check if you’ve earned any Star Seller badges and show you an overview of your service at the top of this page based on these stats from the past three months".

[HauteVintageJewels]

I look at my customer service stats frequently, because I am one of the victims of an Etsy customer service stat system error and can definitely report that they do not update/refresh it every 24 hours as is stated.   Also, I'm on the verge of not meeting Star Seller for Dec unless I get more sales this month to offset the mistake that Etsy made to my on-time shipping stats.  The Etsy stats failed to pull in a "ship by date" for one of my "on time" September shipments, which then left the system unable to perform the necessary calculation to reflect that it had shipped on time.    This has erroneously lowered my "on time shipping" score percentage.  Now I will be living with their mistake until the 3-month rolling period is up.  I NEVER ship late and my shipments are always posted immediately to the system.  It was their fault, which they have admitted to in emails, but despite repeated requests to them demanding that they fix it, they continue to say they just don't when it will be fixed.  I have to assume now that it will never be fixed because it simply isn't important enough to their customer service team, even though they hold me to this ridiculous customer service standard.  How ironic, eh?  If I lose Star Seller because of this, my complaint will be going directly to the BBB.

So, make sure you keep an eye on your stats.  I am not the only one that this has happened to and if it could happen to me it could happen to any of you.

End of vent, for now.

[BagmakerSupply]

@HauteVintageJewels: This is an on going issue that has been reported numerous times recently in this forum where some orders "lose" their processing time. There is a November 2022 response ("solution") from an Etsy Admin to this issue at https://community.etsy.com/t5/Technical-Issues/Missed-star-seller-due-to-apparently-missing-processi...

Based on other posts in this forum, the ability to have this corrected by support seems to be rather hit or miss depending on who you get.

It has been suggested to not mention Star Seller when contacting support so your inquiry is not summarily brushed aside, but instead to keep the conversation solely on the missing processing time.

[HauteVintageJewels]

@BagmakerSupply Yes, I have gotten far beyond the initial complaints through chat support and made it to the actual technical team who communicates via email and who were supposed to be the group who would actually fix the problem.  Again, they have acknowledged that there is a problem and that they caused it, but they just can't seem to provide any timeline for fixing it.  In another couple of weeks, the problem will either go away completely for them because the 3-month rolling period will end or it will end for them while causing me to lose star seller.  So, because of their inaction and complete disregard for causing me this problem and not fixing it, I get to look like I don't manage the shipping portion of my business properly.  Thank you so much for the fabulous customer support Etsy.