Mistakenly counted as "late shipping" when it is not

[BobaTribeShop]

Hi, Our shop's Star Seller Score dropped due to orders that were counted as "late shipment" when they were not.

We followed the steps provided by Etsy's Support to check the shipment dates, time and completion and found nothing wrong with the data to justify the delayed shipment warning. The 5 orders in question that showed up as delayed were actually shipped just in time within our given and posted preparation and ship out times (1-3 days). 

It is unclear why these orders dated from September 26 to 28, 2024, wherein before and after the said dates, orders are fulfilled automatically and went on just fine. We haven't change any settings with our shipment/fulfillment.

We believe this is a technical issue from Etsy and was miscalculated because the five (5) orders we had issues with had the same shipping date, time and completion to all those who are shipped normally before and after those orders without any change to our workflow. 

Can someone share their thoughts if you encounter the same issue and how it was resolved? Thank you.

[CraftyCornishMaids]

download the csv in star seller stats, you should see what the problem is

[BobaTribeShop]

Thank you for your input. We did download the CSV and identified those 5 orders to be on that one specific day. Ironically, we have done nothing to our workflow before or after those orders. It has to be some glitch

[LilAngelTribe · Accepted solution]

I was a star seller but experienced similar issues - losing the status while I did everything right.   Not worth the stress... 

[GewgawVintage]

I have been waiting for Etsy to fix a shipping stat for one order in October that was marked as late only because their system glitched and did not have a ship-by date, therefore automatically making this order "late" regardless of when it was shipped. I shipped it the same day of the order...  I first started a help request via chat, and then never heard back and now the chat no longer works for me. So I submitted a help request via the online form, which then was closed about a week later by Etsy with no response or explanation. I submitted it again and got a response, which told me they would look into it with their tech team and explicitly gave no ETA on resolution. That was 24 days ago for this second ticket, with no responses to my subsequent requests for an update or ETA. It's been over a month since my initial outreach about the issue.

This is all to say that Etsy's seller support is abysmal as usual. I find it particularly revolting that they have a standards system to rate us to yet they do not hold themselves accountable for their own level of service or support.  This has been going on a long time and it is distasteful. 

[BobaTribeShop]

Thank you for sharing your story! It truly is unfortunate and I think we too were affected by a similar possible glitch and are in the same boat. Like you, we have gotten no where in attempting to figure it out and resolve it with Etsy despite following all of their recommendations. I'm to the point of giving up and accepting the rating for this one day on these 5 orders. So frustrating...I feel your pain

[BagmakerSupply · Accepted solution]

@BobaTribeShop: "It is unclear why these orders ..." First you need to check the applicable CSV file on your Customer Service (Star Seller) page to see what Etsy thinks is late or otherwise has something wrong with it. In particular make sure that *Had processing time?* = yes, *Ship by* has a date, *Tracking/label date* has a date, and *Shipped on time?* = yes. Remember that Star Seller dates / times are in UTC not your time zone.

It sounds like you might be the victim of the 'lost processing time' glitch, and the CSV file can confirm if that is the case.

Also, an order must also be marked as 'complete' on or before the scheduled ship date not just actually shipped on time.

[BobaTribeShop]

Hi 

Thank you for your input. We did download the CSV and identified those 5 orders to be on that one specific day however the CSV did not confirm that a glitch was the cause. It only confirmed date/time/orders.  Ironically, we have done nothing to our workflow before or after those orders and had no further issues since. It has to be this "lost processing time glitch"