Incorrect Shipping Values now affecting my shop visibility

[Vontoon]

Hi,

Problem for this conversation opener I am told 23 orders were dispatched late.  I have no late shipments, I purchase items with Etsy shipping labels, everything is therefore updated in the Evri system to Etsy you can see and have record of when all of the items were sent out, no items were sent out late.

This has been going on since January.

I have been told it is a fault in the system that Etsy Engineers are looking at it and apologies but it shouldn't cause me any problems moving forward and to let them know on the ticket I have if there are any further issues.

I continued to email with updates of problems and errors, I continued to receive I am sorry for our fault we are working on it and not to worry.

The issue has never been addressed and the last time I received a "helpful email" it had a dead link in it. 

I have had apologies, I have had free listings added to my account something I neither asked for or wanted.

As of the 2nd of November

The issue has not been fixed.

I had a reserve payment put onto my account, you didn't keep any money as all items were sent out with tracking in a timely manner yet according to your system fault which records in the CSV file that there were no processing times and my score continued to decrease.  I cannot sell and item on Etsy without processing time.

I have now been informed that I have dropped below 80% on the customer service score which means reduced visibility (due to your fault that you keep telling me will not negatively impact me).

I do not need help from anyone other than the engineers I am told will provide me with answers and fixes to this situation.  For the last 11 months this case has been escalated several times where in emails with Etsy Tech Staff, that Engineers would be informed of the information we provided and that we would be updated as progress was made, we have never received an update.

My shop is now on "reduced visibility", this is negatively impacting me.

[Vontoon]

Hi,

I have had no response from Etsy on this thread.  How long in general do you have to wait for a response?

V

[CraftyCornishMaids]

@Vontoon 

you have to log a call - help - contact us, thus is a seller forum,

the most the mods ever do is close the thread, and say they logged a call for you - it's quicker to log one yourself

[NanaLetha]

Etsy will not reply to you here in the forums unless it’s a site wide issue.

[Vontoon]

Hi,

It is a site wide issue from what I am reading on this forum and it was Etsy Help that sent me here as they said they could not help and that I would get help from the tech/engineers here.

So if you have read my original message I am looking for the help that the support said I would find.

Thank you for your reply it is appreciated.

V

[Vontoon]

I have yet to receive the help I was promised.

Emails are not being responded to and the chat will not help.

Etsy staff/tech/engineers I was told you would help me here.

I look forward to hearing from you.

V

[Vontoon]

There has still been no interaction and or help that I was told I would receive.

[CraftyCornishMaids]

If you are shipping with Evri tracked,

then you can go in the order, double check it's marked as completed, with evri as the shipper, and add the correct tracking number

.....

If there is not a processing time, it's normally the "from" postcode in the shipping profile is wrong

....

If all else fails, use royal mail

[Vontoon]

Hi,

Thank you for your response.

Everything that should be done has been done on my part, Etsy is failing me and by the looks of the Tech Forum a lot of other customers to.

I will keep going here as this is the last place that they sent me.

Thanks again,

V

[CraftyCornishMaids]

@Vontoon 

they send you here, when there is nothing more they can/want to do.

take my advice above

[mommawhazelsquilts]

Sometimes it's all in the wording.......

[Vontoon]

??

[Vontoon]

Etsy Staff/Tech/Engineers

I still have not had a response, email phone or otherwise.  I am continually being told you will help me here.

I require an answer from Etsy, feel free to use any of the means I have contacted you on.

Regards,

V

[Vontoon]

by CraftyCornishMaids 

Community Maker 

2 minutes ago

@Vontoon 

they send you here, when there is nothing more they can/want to do.

take my advice above

Now it's not letting me reply...

I have done everything you stated in your response as I said in my reply I have done everything that should and can be done.  Etsy are failing to keep up there side of it, help/communication, if this is where they said I will receive help then this is where I shall be.

It has been 11 months now, I have done everything right and that is required

I want to thank you for taking the time to read and respond it is more than Etsy are doing.

V

[AshleysAquatics]

I just noticed this happening to me as well.  Also, if a Buyer sends a help request, and I answer it timely, and then they have the last response with a "thank you," and I don't respond after the thank you, it shows that I did not respond to their help ticket.  This is ridiculous that I have to send another message telling them to not send another response after that.

[BagmakerSupply]

@AshleysAquatics: "... and I don't respond after the thank you, it shows that I did not respond to their help ticket ..." Are you basing this on the applicable CSV file available on your Customer Service (Star Seller) page? When you look at the file remember that that the dates / times are in UTC (not your time zone), only the first message of a new incoming thread is included (all that counts for Star Seller), and usually a new incoming thread is not included until after the 24 hour reply window has passed regardless of when you replied. Star Seller stats (and the CSV file) are updated only once per day so there may be an additional day's delay. There is also a link to the actual message thread so you can verify if the data is correct or not.

[AshleysAquatics]

I have the same exact problem! They are sure to send you an email that says your search visibility is at jeopardy, but whenever I "fix" the problems with specific orders, they do not actually fix them.  I spend hours on the chat with them and nothing is ever fixed.  Very frustrating and makes me have no trust in Etsy.