Incorrect on-time shipping stats

[ThreadnThyme]

Hello,

After speaking with a rep, it was confirmed that several orders had incorrect ship by dates reflected in the downloadable excel file.  I have been penalized for a technical error that is out of my control.  I was advised to post it here for a solution as they were unable to fix the technical error or to correct my loss of badge (which is apparently affecting my visibility).  I need some assistance on correcting this problem.

Thank you!

Azam

[NanaLetha]

Are you using Etsy labels?

[ThreadnThyme]

Thanks for your reply.  On some orders I do, and some I do not.  But the orders I am highlighting with my issue are ones that haven't been shipped yet and aren't due yet.

[BagmakerSupply]

@ThreadnThyme: Do the affected orders show Had processing time? = yes on the CSV file?

[JJewellerySuppliesUK]

Unfortunately Etsy will not be correcting it as they never change anything to do with Star Seller as it is fully automated.  Etsy support just say what they think you want to hear and make hollow promises of help that never materialise.  So sorry but I wouldn't use any more of your valuable time trying to sort it out. 

[ThreadnThyme]

Thank you for your reply, I at least have to try

[CarpetCollectionAU]

The "system" can only record the information you give it. Did you use Etsy Labels which should upload when you create them? I you did not use Etsy Labels, did you mark "Complete" as well as enter the Tracking number within the Processing Time> For SSP, it is not just "Shipped (Completed)" on time", it is also "with Tracking". Marking as Complete without entering the Tracking is OK for Customer Service Stats but not for Star Seller Program.

Also, Etsy uses UTC not Local Time for the CSV Data and you have 3 days to update / edit this. It is a good idea to check the CSV every few days and correct any errors before these become locked in. Prevention is better than cure because, for SSP, there is no cure.

It is not true that absence of SSP Badge for Shipping aaffects visibility. But, if the Customer Service Stat for Shipping is below 80%, then Etsy has advised that " If you’re consistently unable to meet our standards, it may lower your search visibility on Etsy, and impact your shop or account status."

[ThreadnThyme]

Thank you for your reply.  The orders at issue are ones that are not even due yet but say I did not ship on time.  Definitely a technical error and this was confirmed by a rep.  Unfortunately it was 5 or 6 orders and bumped me below the 80% threshold so I did get that message.  Thank you!

[CarpetCollectionAU]

@ThreadnThyme That is most unusual. As the impact is on your CSS this is more serious that SSP metrics because visibility and Shop Quality Score (which no one knows the full details of) are being impacted.

May I ask, when were these Orders due to Ship? Does the Orders page give a date or just Ship By  "Tomorrow" / "Today"?

Another thought is that Feb has 28 days and many Etsy metrics get messed up by a 28 day Month. This happens every year with Listing Renewals.

I would suggest opening a Support Ticket via the Help Center. Use the "Email" option and keep hitting the "bot" responses back over the net until a person takes up the issue.

When communicating with Support, do not mention SSP. Keep your response short and factual ie "I have 6 Orders due to ship on XXXX which are being marked as late on YYYYY. This is impacting my Customer Service Ststistics"

Edited to add .... Support cannot correct anything to do with SSP, so tht advice was correct. But Support should have escalated the issue as it related to CSS not SSP. Just be sure that you do not confuse the two when communicating with Support, as you do seem to do this in your OP.

[ThreadnThyme]

Thanks so much - I didn't think about the 28 days in February and think this may have been the issue.  Since posting, the system has updated and corrected the issue.  I appreciate your detailed responses and help!