Frantic Customers - Etsy Bug Marking Orders Delivered While Still In Transit

[AmoreTreasure]

Just fielded the 4th message from a frantic international customer in a week saying that their order has been marked delivered on Etsy but they haven't received it. 

1.) Tracking is showing the package is in transit. Looks like Etsy is marking it as delivered on the order when Asendia processes the order, that is  before it is even shipped out of the US to the recipient country.

2.) At the time Etsy marks it as delivered, they are also changing the "estimated delivery date" to the date they erroneously marked it as delivered.  This is s date that is not even possible on an international order.

3.) Once they mark the order as delivered, the tracking information that the customer sees is no longer updated.

I contacted Etsy via chat last week and they confirmed that this is a bug and the technical team is supposedly working on it.  I just looked at all of my international orders and another has been marked delivered though it hasn't been sent to the recipient country yet.  To make matters worse, I can't even use chat to let them know of more orders since I reported the issue because the customer service rep on chat failed to end that chat. (If they don't end a chat properly, you can't initiate a new one.)

I posted about this last week wondering if anyone else is experiencing this and received no responses indicating anyone else is experiencing this.  Anyone????  Am I in some sort of ridiculous test????  Etsy, for the love of god either fix this or take me out of your test.  I am considering no longer selling internationally as this is a HUGE time suck for me and very frustrating for my international customers.

[LynnsLittleShop]

Here's the link to the call back number, I hope you get someone to help you, this sounds awful!

Submit a request – Etsy Help

[AmoreTreasure]

Thank you SO much for supplying that link!  (I spent a fair amount of time in Etsy Help trying to find out how to email them and never was able to work my way through the options to be able to do that.)  

[GlassyFields]

See if purchasing your labels from Pirateship prevents this. Not sure if it will or not but I think it's worth a try.

I know what you're talking about ... a year or so ago, I had a frantic international buyer after I manually entered the tracking # to Ascendia on an order where the tracking # didn't seem to update (in retrospect I think I just didn't wait long enough after purchasing the label from Pirateship).

It all turned out ok but it took a lot of checking tracking and updating the buyer for a week or so. And I was lucky that the buyer turned out to be reasonable when I explained the situation.

[AmoreTreasure]

Thanks for the suggestion but I am purchasing my labels via Pirate Ship.  It appears to be happening with interface where Etsy gets info from Asendia to use to update their tracking information on the order.  I've searched the forums for this issue and since no one else has commented that they are experiencing this bug on this or my other recent post, I fear I am in some sort of stupid test.  If this was happening to everyone, I imagine the forum would be flooded with p.o.'d sellers.

[GlassyFields]

Might be worth letting PirateShip know too. Could be something they're doing on their end.

[AmoreTreasure]

It's happening long after the label is purchased. The interface would not be with Pirate Ship, but thanks.

[CanningCrafts]

I currently have a Canadian order shipped with PirateShip that is still listed as In Transit & not delivered on Etsy.

The last tracking is May 2 INTERNATIONAL DISTRIBUTION CENTER Chicago IL 60666 US, Processed Through USPS Regional Facility. So it was already Sorted & Dispatched by Asendia & cleared customs in Chicago.

At what specific point are your orders being marked “delivered” when they aren’t? Is it at the first point where it is processed in Elk Grove Village, IL?

[AmoreTreasure]

I have had, so far, 4 orders 3 going to the UK and 1 going to Switzerland.  I can't tell for sure when Etsy is marking these as delivered because I'm not watching the order status and tracking every second and they don't provide a time stamp for when it happens but on the last order that they erroneously set to "delivered", the last tracking entry on Etsy is set to "Processed by Asendia".  When I look at Asendia tracking, however, there are more entries including "Sorted by Asendia USA" and "Dispatched by Asendia USA".

[CloesCloset]

If you are using Pirate Ship simple export labels, your package will show as delivered in the US... I send a message to my international buyers, letting them know this will happen.... and update them with the new label number which will track to their door.   Yes, some buyers forget that they got this message, and will message me, but a gentle reminder, and sending them the updated tracking works fine.

This is the message I use, cut and paste

Hi ,
Thanks so much for coming to my shop, and purchasing the        , its awesome! I'll get your package out in the mail today. PLEASE NOTE: your package will go to a global re-shipper, and will show a delivery in the US. Another tracking number will be issued for tracking to your country.
Thanks, Cloe

[AmoreTreasure]

I don't think we are talking about the same thing.  I'm not talking about the tracking portion showing "delivered in the U.S.".  I'm saying that Etsy is marking the ORDER as delivered (and I assume notifying the customer that it has been delivered.)  I have been using Pirate Ship simple export labels for years and have lots of international orders.  (About 60 in the past 3 months).  This is very new behavior for me!  Before last week I have NEVER seen Etsy mark the order itself as as delivered  prior to the package even being dispatched to the receiving country.  One of these recent orders that a customer contacted me about, that was erroneously marked delivered, has no updates to tracking on Etsy since it was marked as delivered yet I look at any international order prior to that and the tracking is being updated as it is sent to the receiving country, is processed, and delivered with the status remaining "In Transit" until it is truly delivered.  This is new behaviour.

[AmoreTreasure]

Just to clarify my initial post, I'm not talking about a customer looking at tracking on Etsy and being confused by an entry in tracking, I'm saying that Etsy is marking the ORDER itself as delivered (and I assume sending out an email telling buyer it has been delivered) despite tracking showing it clearly has not.