Incorrect Orders in CSV Affecting Customer Service Stats

[tiwil]

I’m experiencing an issue with Etsy’s CSV export where orders are being miscategorized, impacting my customer service stats. Specifically:

• Orders with a "Ship By" date in December (outside the current period of January 1 - March 31) are incorrectly included in the CSV.
• Orders with a "Ship By" date within the current period that were shipped on time are missing from the CSV.

I was told Etsy uses the "Ship By" date to determine which orders fall into the current period. A support rep acknowledged this as a technical issue, but despite having a claim open for over two weeks, I have not received any updates.

This error has caused my customer service stats to drop below 80%, and my sales have plummeted as a result.

Has anyone else experienced this issue? Any advice on how to escalate or resolve it would be greatly appreciated!

[JJewellerySuppliesUK]

Activity in the last few days of the month is usually excluded so I am guessing that's how you see December's in the past 3 months and why you are missing some too (were they at the end of February?). 

It is very rare that Etsy changes anything to do with Star Seller and known bugs have never been dealt with.

[tiwil]

I sell 3 types of products in my shop. All orders associated with 2 out of the 3 are not being captured in the CSV. They were not at the end of February but scattered throughout all of the months. Very frustrating! 

[GlassyFields]

Etsy date ranges don't always match due to time zone differences and also because they include and/or exclude a date - probably to buy time to run the programs to determine star seller badges. It's been that way since the start of Star Seller. 

I wouldn't hold my breath expecting them to fix this.

Your Ship By in late Dec will fall off your stats the next time reporting period Feb 1 (approximately) to April 30 (approximately).

There are quite a few posts about Star Seller not having much impact on sales one way or the other.

[CarpetCollectionAU]

@tiwil Actually, whilst many advise that Etsy "disregards" the last few days of the Month, but the answer is a bit more precise than that.

CSV data for the last day of the Month closes at 12 midnight last day of Month UTC Time. That is where different Time Zones / different Country lLcations will see some data excluded as their Midnight could well be hours behind UTC Midnight

Secondly, Etsy allows the full 24 Hours for Message Replies so some Messages received on the last day/s of the Month may not be included in the SSP data for that Month because the Reply was not "due" until the first day of the next Month. It does not matter when the Reply was made, only when it was due for response.

Lastly, where "Shipping on Time with Tracking" is concerned, the data on the CSV is calculated by the Date / Month the Order was "due to ship" / latest Processing time, not the Date / Month the Order was actually Shipped / Completed. This is intentional so as to not penalize Shops which are not required to ship an Order until the next Month. 1 - 3 Day Processing for an Order received on the last 3 days of any Month will not be considered in that Month's CSV data. Again, itdoes not matter when the Order Ships / Completes, but, rather, when the Order was due to Ship / Complete at the latest.

Many Sellers are caught out every Month when they rush to Ship /Complete all Orders and answer all Messages before the Month ends in the hope of improving SSP stats, but they are disappointed when this is not successful.

[tiwil]

Yes, I wrote in my original post that I know it's based off of Ship By date. However, there are multiple orders with past Ship By dates that do not show up in my CSV. More interesting is that all of the orders that do not show up in my CSV are the same product. 

There are 2 products I sell on my shop where any orders associated with those products do not appear in my CSV whatsoever. Very frustrating...