I am being dinged for not shipping an order on time. The cvs file data is incorrect.

[#1]

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)

Delivered Sep 19th

[HauteVintageJewels]

Another weird thing is the customer stats page shows 43 orders, all shipped on time and no orders shipped late.  But the .csv file shows that one single order with a blank shipping date.  And that is what is skewing the percentage.  

[JBPacrat]

Perhaps Pirate Ship can help with this. They have great customer service.

[hopeandjoystudios]

They do but this is not a PS issue if correct data is on her dashboard and not on her csv

[HauteVintageJewels]

@CraftyCornishMaids  The customer status page for shpping shows:

Order Breakdown

Download order history

43 orders shipped on time

0 orders shipped late

0 orders missing tracking info

0 orders due to ship today

But the .csv is blank where the shipment date for my last order should be recorded.

[HauteVintageJewels]

@JBPacrat I don't think it's a Pirateship issue.

[HauteVintageJewels]

@FabioMcMustache  Would you please move this thread to the technical issues board as the Etsy Chat rep instructed, so maybe I can get someone to fix this error?  I can't see the thread I re-posted there.  Thank you.

[BeaconwoodDettman]

@HauteVintageJewels Here's my recommendation:

1. I've seen where the mods step in and help with issues, but other times, they don't - I'm not sure what the criteria is

2. Contact support again - maybe ask for a callback to talk to someone - and ask that they assist. If they refer you back to the forums, that's incorrect, we are all just sellers here, we can't assist with this issue. 

3. If you are not getting resolution from the first support person, ask for a supervisor - keep pushing

I have had an issue similar to yours and Etsy Support was able to fix it. They can't do it right then and there when you are chatting/talking to them, but they can refer it to another team who can correct it. 

There will be lots of sellers in the Forum who will say "Etsy doesn't help with Star Seller" which is not true (another reason why support shouldn't refer to the forum, there is tons of misinformation here). 

Again, keep pushing with Etsy Support until they fix. 

[JuneMarieCeramics]

I see you have 1 to 3 days shipping. That should be enough. Last year I was dinged as I had 1 day shipping. Some days I just put an order in the mail box and it didn’t get processed in time. Now I have longer shipping times with no problems. 

[HauteVintageJewels]

Thanks @BeaconwoodDettman  I will keep pushing.  I am fastidious about shipping on time and getting my packages scanned at the post office the same day.  The information in the file is wrong, and even the summary of the shipping stats (which is correct) shows NO orders shipped late.  This is Etsy's error, not mine.

I know @modfabio is in the forums daily.  The chat rep said get it posted to technical issues board, so I'm at least trying to accomplish that here.

[HauteVintageJewels]

@JuneMarieCeramics Yes, I extended my processing times just for a little cushion.  However, the processing time doesn't have any bearing on this situation.  The shipment was posted to the order page on the same day it was shipped, but Etsy's file shows no shipping date at all.  It's blank.  But if you look at the total number of orders shipped in the summary stats, it shows correctly that all orders were shipped on time.  The file appears to be driving the percentage and has dinged me for a late shipment.

[TheHomespunLoft]

@HauteVintageJewels 

This is what I did when that happened to me-  Take a screen shot of the tracking number that was put into the etsy system-- showing the date it was submitted to show you shipped on time.. then contact chat again-- keep asking to speak to a human rep.. and then share with them the screen shot. I would mention that it is affecting your SS badge and you don't want it to affect your sales on Etsy etc as SS is impt to you. My rep said they would send it up the chain.. it took a couple of days and then it was fixed and my SS numbers were back to normal-- that just happened last month. So they can and they do fix your SS numbers no matter what rumor is going around on the forums about them not able to do that. 

[HauteVintageJewels]

Thanks @TheHomespunLoft I'll keep nagging them to death!  

[HauteVintageJewels]

Update-

So, I attempted chat again on this issue and got a much better rep this time.  They did pass my issue on to the team.  I received an email saying that my customer service stat issue is one that is being investigated by the engineering team, and they provided my information to them. 

However, it still hasn't been resolved.  

I haven't had another sale since the last one that was recorded incorrectly in the shipping stats .csv and wonder what will happen when I do get another sale.  I can't afford to go down 2 percentage points every time I ship an order "on time".

[TinyWrenPottery]

I just noticed this has happened to one of my orders on the same date as yours. Tracking was correct, shipped the next day and was delivered. 

[HauteVintageJewels]

I suggest you chat with them right away to get your issue in the queue with the rest of us.  I'm still waiting for them to fix it.

[HauteVintageJewels]

@TinyWrenPottery Please let me know if you contact Etsy and if you get resolution.  Thanks!