Etsy's tracking tool reports incorrect data, customers ask for refunds

[CreeepyPrints]

Hello,

I have the following problems with the tracking info shown by Etsy's tracking tool:

1. it reports shipping date BEFORE order date - this was manageable, clients wouldn't panic and they would understand after checking on 17track or UPU tracking (universal postal union)

2. starting a few days ago, most of our tracking numbers (no matter where the receiver is located) updated to "DELIVERED" in "FRANCE". 17track and UPU report the correct info, specifying the correct country and courier used for delivery. Sadly, this situation is not manageable and many customers started to ask for refunds.   

The packages are sent from Romania using tracking numbers issued by the Romanian Post Office. Most likely all Romanian sellers are affected by this problem.

Is anyone else experiencing these issues? What courier do you use and where are you located? Etsy support has been contacted and they are also interested in finding out who else is being affected by this problem.

In the meantime, it would be useful if Etsy would create a blog post acknowledging this issue so we can forward it to our customers. 

[Okimono3D]

I can confirm I have the same problem !!

[EyecandyMonstersShop]

Yes, I have this issue also. A client was so worried they contacted me right away and I had to send the right link where they see that their order is on the correct way to US not to France.

But there is also another issue I want to talk about: If you track correctly a POSTA ROMANA AWB , like on the  17track like you've mentioned, it shows you all all the stepts the package takes. But on Esty it does not update and most of the times clients receive my orders and they want to review it and they cannot do that because Etsy does not read the POSTA ROMANA AWB correctly.

[CreeepyPrints]

Yes, sadly this is also true. There was a time when Etsy reported correct info for the tracking numbers issued by the Romanian Post Office (UAxxx/RDxxx/RMxxx/COxxx) but something changed...

Customers should be able to submit a review after the estimated delivery period has expired, even if according to tracking, the package hasn't been delivered.  

[catfluff]

 A few times i have had packages  from India to the EU read as delivered once they just got to the country, not to the buyers address. This also creates problems as they see it delivered but it has not. Hasn't happened in awhile hopefully that got fixed.

[BagmakerSupply]

@EyecandyMonstersShop  :  Is  POSTA ROMANA AWB supported by Etsy?  Does the actual order show the tracking history and a status of least "in transit"?

If the shipping company is supported by Etsy make sure that the shipped date, tracking number and shipping company show correctly on the actual order. Etsy relies on a third party vendor for tracking (and tracking number validation) and uses the data on the order.

[CreeepyPrints]

Yes, it is supported and it used to work ok but since last year, Etsy reports incorrect tracking info. In 2020 and probably until mid 2021, we had full tracking info on Etsy for packages that were sent with the Romanian Post Office and were trackable internationally.

[BagmakerSupply]

I don't know when Etsy started using Aftership.com but "POSTA ROMANA AWB" does not appear to be a supported carrier according to their website.

[CreeepyPrints]

Actually they do:

https://www.aftership.com/couriers/posta-romana

So we should contact them too since the problem is in their system...

[Marmotescu]

Same problem here...orders show on Etsy as delivered to France on the 25th of August no matter the date when they were shipped or the country of destination. Other sites lice 17tracking show the correct info.

[CreeepyPrints]

Ok so clearly this problem affects all Romanian sellers using tracking numbers issued by the Romanian Post Office. I think we have better chances of making ourselves heard if we all contact both Etsy and Aftership.com and inform them about this issue. It's clear they made an update a few days ago and something went wrong.

[Okimono3D]

Come on etsy, show some love for the Romanian community.

Please solve this issue 

[ByMelifluo]

I can confirm the same problem! Can someone from Etsy advise on how we can solve this? We have to choose between not offering the tracking anymore and thus losing the Star Seller or adding it and have dissapointed customers!

This will cause customers to claim for refunds through the new Etsy policy without there being a reason to so it affects Etsy as much as it affects us sellers!

We may not be too many sellers here in Romania, but we are part of your community, Etsy, so please take a look into this..