Digital products counting against star seller

[BitsyCreations]

I sell digital and physical products. One of my digital products is an instant download and a big seller at the end of the school year. I've double checked and I believe all my settings are in order, but it seems like these sales are counting against my star seller qualifications, saying I've shipped many items late.

What else should I be checking? 

[LoopsandLatteCo]

You have free shipping in your shop, are you using tracking?

I sell digital downloads and they don't count against me for shipping. That's a metric I don't have to meet in my shop until or unless I sell my single needleminder lol

[BitsyCreations]

Yes, all of my physical products ship on time with tracking. I had above 95% shipping until this one digital item sold repeatedly. Then it dropped to 80%. 

[LoopsandLatteCo]

@BitsyCreations that's odd then. If it's listed as instant download, then it shouldn't count against your shipping score. 

Sorry I'm no help, that was all I could think of.

[BitsyCreations]

Thanks for your suggestion! I've been trying to think of anything that's going on as everyone keeps saying digital items should not count against my shipping score... 

[BigXStudio]

A couple of years ago I had an issue where instant downloads showed as needing shipped because of a glitch. At the time Etsy told me it had something to do with digital and physical items being checked out together in the same cart transaction. The physical item was from another shop and I wouldn't have known if they hadn't told me as we only see our item that sold,not what may have been in the cart with it.

[BitsyCreations]

How odd! Were they still automatically going to your completed orders in your shop? 

[TonsOfPaper · Accepted solution]

Hi @BitsyCreations,

We've double-checked the orders that are affecting your Star Seller, and it appears that the tracking numbers you've added on several orders can't also be tracked on the carrier's website. It is possible that the number entered may not be the tracking number, or a slight error may have been made in entering the number OR the wrong carrier may have been added or chosen. Please check the carrier and the tracking number match. If the carrier and tracking numbers do not match, this will count as an invalid tracking number. You can check our help center article explaining how to add or edit a tracking number.

Additionally, it seems that you didn't add a valid tracking number for orders that are listed as physical/private listings. Please remember that digital items that are created as a physical item will still require tracking or a shipping label purchased on Etsy because they are listed as a physical item. We encourage you to list them as digital items if they’re truly digital moving forward. Unfortunately, those past orders will be considered physical items that require on time shipping & tracking. Moving forward, once you list digital download items as digital they will not be counted towards your shipping stat in the Star Seller dashboard at all.

For more information about the orders that are affecting your Star Seller, you can download your On-Time Shipping CSV by going to your Shop Manager dashboard > Star Seller dashboard page > selecting the On time shipping & tracking tile > selecting the ‘Download’ link next to ‘Order breakdown’.

Thank you very much!

[AlanSommerArtGallery]

I am new here.... may I ask you a question? How can I offer both physical and digital download in the same page? Could you give me a hint...? Thank you!

[Amaradorn · Accepted solution]

@AlanSommerArtGallery you can list both types in the same shop but they must be separate listings. You cannot list both types in the same listing (unless you want to email the digital downloads to the customer and forfeit any star seller eligibility)