Etsy support ignore the problem caused by Etsy bug - affected every order

[Artlysian]

I have a problem caused by Etsy software system bug.

Every order that I have sent in last month (hundreds of them) is shown delivered while it's not. It happens when the package is scanned at Oslo letter center on the way out of the country. Etsy marks it as delivered and sends notification to the customers.

The tracking on Norwegian post and all other tracking sites clearly shows where it is. Only on Etsy says "delivered".

Now I am getting messages from customers every day asking where their order is. I got one negative review too.

I contacted Etsy support ( not only on chat) I've opened a help request but they only say that I should contact the shipping courier or they do not read my request at all, saying everything is ok and they close the request.

I can not ask for a call from Etsy because Norway is not supported on the list for call requests.

I know that people on the forum can not solve the problem but maybe someone has ideas.

The only solution right now is not to put a tracking number and lose star seller status.

[audreytherese]

The only suggestion I have is to make a note that gets sent with every order confirmation explaining this, that tracking gets marked in Etsy's system as delivered once it reaches customs while leaving your country and this is out of your control, it's just how Etsy interprets the information given to them from Norwegian post, but that customers should understand this only means the package is on route. Keep it as concise as possible, if it explains too much or gets too long, people are less likely to read it. 

[GlassyFields]

Yeah ... sounds like a serious bug that would confuse customers.

I like @audreytherese 's suggestion. Not ideal to need a workaround or patch ... but it could help and is better than nothing.

Are you buying labels from Etsy or directly from Norwegian Post?

Once I manually entered the tracking number for the label I bought from Pirateship for an international order. Turns out that I entered the initial tracking number that is used to get the package to USA customs. Normally Pirateship sends this and then updates with the tracking number from customs. Not sure why I jumped the gun and entered the initial tracking number in manually. The package showed as delivered as soon as it reached customs in the USA and then I spent quite a few days tracking it to Singapore trying to appease my confused customer there who saw the delivered status from Etsy long before she finally received package. So makes me think that somehow the tracking number for the package going from Norway customs to the final destination is not getting in the system. Can't help but wonder if it's something Etsy is doing or failing to do, something Norwegian Post is doing or something you can control.

[CraftyCornishMaids]

This is what your FAQ's say...

Standard shipping doesn't provide full/complete tracking. It usually tracks the package until it leaves the country.

It sounds like your shipper is passing the info to aftership, that it's delivered .... for your shipper, that means passing onto the next step.

[Artlysian]

The problem is that sometimes packages that goes overseas are not trackable once they leave the Norway. There is no other tracking after it leaves the country. 

[GlassyFields]

Does Norwegian Post have an option that provides complete tracking? 

Can you get the tracking # to the final destination fast enough to update the tracking number in Etsy?

Can you get the tracking # to the final destination and provide to your customers?

[Artlysian]

I get only one tracking number when I generate labels for shipping. 

[Artlysian]

I took one order as an example and sent to support links from Norwegian post website and a popular international tracking site which shows that the package is in transit (the last event - left Norway)

I also sent a screenshot showing that Etsy marks it as delivered.

The problem is because support doesn't know how to solve or does not read at all. The last message from support: "Order is delivered there is no problem. Do not worry"

[CraftyCornishMaids]

Etsy does not look at the tracking,

It's bots,

They never recognised Royal Mail delivery for a long time, because the interface between aftership and Royal mail was not passing the info.

It's probably the same between your shipper and aftership, it's passed over info that aftership recognises as delivered, (to the next step), rather than delivered to the customer.

I often get items from overseas marked as delivered, when they actually just get to heathrow.