In my customer service stats today, I see I was dinged by two percentage points for not shipping an order on time. The order was shipped on time, has tracking and has been delivered. WTF? The .cvs file does not reflect any of the shipping information that is clearly shown for the order in question. I have a 1 to 3 day shipping time set and processing days are Mon thru Fri. First time this has ever happened to me. Is there a lag in updating this data? Anyone else having this problem?
Order No. 341795966
Ordered Sep 14th
Shipped Sep 16th (dropped off, scanned and in the Etsy system, same day)
I had this happen a while ago. I went on to chat and had to provide proof of on time dispatch, screen shots etc. They sorted it for me. Don’t mention SS, apparently they don’t like it and it won’t help your argument
Just asking?? who said that Help didn't want you talking about SS badge??
I had this happen last month.. I showed my paid receipt from the PO on the correct day and I for sure mentioned SS.. they were super helpful and I never once did I get the impression they didn't want me to mention SS Badge.. My feeling is if they want SS to be so darn impt.. the least they could do is make it function correctly!
@TheHomespunLoft I think many have been hung up on when they mentioned SS in chat or heard of it happening. Chat won't fix SS issues but this case was more about glitched shipping dates which can affect more than SS. It can impact your shop score and if bad enough get your shop placed on a payment reserve or a forced vacation until you "catch up".
Gotcha-read my other comments on this.. Yes-- the person you speak to in chat is just that.. but they can escalate it to someone who can.
This year it seems like I have gotten into help more than all my previous years together-lol.. I have not been hung up on and I do mention SS each time I am on with help.
I feel like it is impt to Etsy then the least they can do is to make it work correctly.
And honestly I take all responses on these forums with a grain of salt. I can only really go by my own experience with Help. Rumors abound on this forum-lol and the rumors are taken as fact.
Yes, it's correct and the tracking is posted, but the order is marked as not shipped on Etsy's .cvs file dated today. I think it was even delivered before I was required to ship it!
So, someone finally did respond from chat. Even though I provided the .csv file showing that the order was not properly entered as shipped (it shows not shipped at all in the .csv file) and a screenshot of the order showing all the correct shipment information, they are unable to help me. All they told me was to post the issue in the Forum Technical Issues board. It is Etsy's mistake and I'm being penalized. All they have to do is compare my order page with the .csv to see the information is incorrect. I'm pretty darn disgusted with this lack of customer service.
So, I will re-post this issue in Technical Issues and hope someone will help me.
Generally that is just a brush off. Very occasionally an admin will step in on a extreme issue like a hacking but not usually. Although if enough people report the same issue they sometimes look into it.
@CraftyCornishMaids The shipping information was recorded immediately after the label was purchased. It was not updated late. The .csv file shows a blank column for the shipped date. It is WRONG.
I have had that happen and they never did fix it. My csv said no tracking and then had a bunch of garbage characters like &^%^%&#. The order had the tracking and you could follow it to delivery and a 5 star review. I tried a couple times but got zero response.
it sometimes happens with royal mail click and drop too,
normally after an upgrade, so the interface isn't 100% on the job, when royal mail programmers catch up to etsy changes, it works again - could just be for a very short while, between one upgrade/change and the other
@CraftyCornishMaids It recorded immediately in my order status page as shipped with all the information, just like all of my other orders. I fail to see how Pirateship didn't pass the information across if it was posted there. It linked and it posted.
