Dispatch Time Bug Damaged My Seller Metrics – Urgent Fix Needed

[NoiSilver]

Hello Etsy Team and Community,

I’m a seller on Etsy and I’m experiencing a serious bug that has now damaged my seller metrics and Star Seller eligibility.

On May 25, I updated all my listings to reflect a dispatch time of 6–7 business days before going on holiday. However, the listings did not update properly and still displayed the old dispatch times to customers.

This led to over 20 orders being automatically marked as overdue, even though I had scheduled them correctly according to the dispatch window I set. Now, my on-time dispatch and tracking rate has dropped to 89%, which is below the threshold for Star Seller, through no fault of my own.

I contacted support and spoke with two agents (Tuhin and Radhika), both of whom confirmed this was a known issue being investigated by the technical team. However, there’s been no resolution or timeline, and no reversal of the penalties to my account caused by Etsy’s error.

I am asking Etsy to:

• Correct the dispatch status of the affected orders to reflect the proper timeline

• Restore my on-time dispatch metric so my Star Seller status is not unfairly lost

I’ve been committed to great service and communication with my buyers, and this bug has severely impacted my shop’s visibility and reputation.

Please can someone from the Etsy team escalate this? I'm happy to provide screenshots and affected order numbers if needed.

Thank you,
Noi Smith

https://www.etsy.com/uk/shop/NoiSilver

[HazelsSewingSupplies]

You are speaking to other sellers.  We cannot help you and Etsy is notorious for not changing metrics.

Edited to say:  You have the SSB so what is the problem?

[JJewellerySuppliesUK]

You have Star Seller!

[HazelsSewingSupplies]

They have the June SSB.

[HazelsSewingSupplies]

Apparently 2 great minds working at the same rate of speed....lol

[cindylouwho2]

They don't usually change Star Seller ratings for shops, but since this is a known bug and is only affecting your July badges (not the June one that was already given), you may get lucky. 

We have almost a month, so it isn't urgent, yet. 

In the future, I would suggest checking the orders and extending the ship by date before they are overdue, which would have avoided this issue. 

[PrimFun]

It would have been better to go on vacation rather than extend shipping time frame.  However did you check your shop over before leaving for your time off?  Sometimes I check on my shop hours later just to make sure that everything is reflected properly when I make large changes.  

But if you prefer this method of extending then make sure to check your shop daily for anything.

If this was chat you spoke with I am highly suspicious when they say Etsy knows about it and is working on it.  For the number of times I have read in the forums about this being said, I think it is a convenient way to get a seller to go away and does not reflect Etsy actively working on this issue and others when they have used the same wording. 

Etsy is not here in the forums.  They have indicated over and over they won't make changes for the Star seller.   

Do buyers care?  Nope.  They don't know what star seller is.  So the odds of it hurting are very slim.