Etsy processing time glitch has cost me star seller and they refuse to acknowledge or fix it

[MountainMetalDesign]

I lost star seller status because Etsy is claiming I did not have a processing time on an item. In their report it shows no processing time but that the item shipped on time. I reached out to support and even sent them their own email to me notifying me of the sale, the item and details and that email clearly shows my listing's processing time. I first reached out on August 2 and received an email with my case number. I have reached out another 2x and just keep getting told they are looking into it. Another month starts and I will continue to be penalized due to their issue.  Over a month and no resolution is absolutely inexcusable, not to mention the irony of their poor customer service to their buyers,( in the sense that as sellers we are Etsy's buyers and pay for the service of being able to list our items).

Has anyone successfully gotten an actual resolution to a problem caused by Etsy? Is there any way to contact anyone at Etsy by means other than their chat, which politely tells me too bad your issue doesn't matter?

Thank you for any advice.

Lynne

[ArdentHearts · Accepted solution]

Etsy has acknowledged that this is a known issue. They say that they are looking into it but there is no time frame given for addressing it. Here is one particular thread about it where a staff member actually responded: https://community.etsy.com/t5/Technical-Issues/Star-Seller-incorrectly-lowering-my-score-for-shippin...

This same thing first happened to me a few months ago, at which time I contacted Etsy about it. They told me then the same as they said in the above thread, so they are certainly taking their time. It has since happened to me one more time, though the second time I did not contact Etsy. Both times my Star Seller metrics rectified (within about a day the first time and within a couple weeks the second time).

When you reached out the additional 2 times, were you starting a new case or responding to the first one?

[MountainMetalDesign]

Thank you for the link. Each time I referenced the original case number. I have asked through chat and email that they correct my star seller status and it has not been corrected. In the chats I have had they have not acknowledged it as a known issue just that they were looking into it.

[ArdentHearts]

@MountainMetalDesign I'm sorry that this is happening to you. It took a couple of back-and-forth messages in the same email thread until someone acknowledged to me that it was indeed a bug, and a known one. 

I'm not sure if my metric corrected itself because of anything they did in response to my case or if it would have corrected itself anyway. My guess is the latter though. But perhaps if you get the right person they can help.

[2numerous]

I gather the forum threads that involve the issue or glitch and provide customer support with those links.

It gives Etsy a timeline for how long the glitch has been around, and lets Etsy know the glitch is not an isolated issue unique only to your shop.

It's puzzling why Etsy has not addressed the Star Seller glitches. I'm so you and so many other shops are being penalized for Etsy's errors.

[PrimFun]

You could publish the items again to see if that clears up any possibility in case the first publishing did not catch the listing processing properly the first time around.

It's a known issue but there are some things to consider that may help.

Don't ship the day of the order.  Ship the order the day your processing time starts.  If you ship on the last day make sure that it gets to the post office soon enough for it to be scanned in during your processing time.  Make sure your item gets into in transit inside your processing time frame.  That may help trigger the information to flow better. No promises that will help. 

You can try contacting through the star seller but generally Etsy makes few corrections.   

[MountainMetalDesign]

This happened on a listing that I have sold 18 items off of same listing in 4 years with no changes to the listing just renewing it after it sells out. I have shipped on time and within the processing window. They are claiming my listing did not show a processing time which it clearly did.

[hopeandjoystudios]

I have seen Etsy quoted here more than a few times that they do not adjust SS data..and these were glitch cases. I had one they said no tracking when you could  see and follow the priority tracking right on the order to delivery.  They never fixed it and I  finally stopped asking.  It fell off after 3 months. I have never seen anyone here say they fixed a SS issue. I feel "we're looking into it" is a brush off.

[Beadfairy]

Welcome to the club! 

And do you know what?.... I don't give a f... anymore to be a star seller or not! I lost it after one month and I really don't care anymore. I do not like the pressure, they put on us sellers!

[MountainMetalDesign]

I agree and I now feel the same way. It truly shows the disregard Etsy has for their sellers. It is infuriating that I get patronizing emails from them telling me how I lost star seller and giving me advice on how I can do better.

It is also infuriating that they have put a lot of pressure on us yet they can't meet the same standards they expect us to. A month of no response to me and even longer to others. A glitch that has been hurting shops for months not fixed. Etsy would not qualify for their own star seller program!

[hopeandjoystudios]

@MountainMetalDesign I opt out of every Etsy email possible.. and don't read my emails often as they are all junk emails and junk email accounts. Hope they never send anything really important! I check my shops every day.