On Time Shipping and Tracking

[FavoriteAnnouncement]

I am in jeopardy of my "Star Seller" badge not being used for the next period.  I am currently at 100% for message response rate and "average rating" at above 4.8.  However, "on-time shipping and tracking" is incorrectly at 94% (needs to be at or above 95% to achieve Star Seller status.  I have two orders (one customer placed both orders and they were shipped together).  I provided the tracking number REMOVED for both orders.  The orders were placed on 12/5 and shipped on 12/6.  On 12/7 the buyer notified me they used an older address when placing their order. 🤦‍

On 12/8, the delivery was "returned to sender" since this was an old delivery address.  The order was returned to me (the seller) on 12/9.  I let the buyer know but she has not contacted me.  Not sure why I am being dinged for a buyer's error.  How do I go about getting this corrected?  

[PlatypusDream]

Etsy has stated that it will not manually adjust your Star Seller metrics.

The Help page directs you here, but we are only other sellers and can do literally nothing to fix it.

[GlassyFields]

I think the best thing to do in these situations is to cancel and refund the order(s) with the incorrect address and have the buyer repurchase with their correct address.

You may still be able to cancel and refund this order and see if that voids out the missed shipping.

At the point where the buyer messaged you - what happened then?

[FavoriteAnnouncement]

The order is a personalized product (can’t be resold) and was for her wedding that was last week.  I shouldn’t be out the product cost and express Mail shipping since she provided the incorrect address. 

[MaynardMillinery]

I'm afraid, if the wedding is long gone, then she's obviously hoping that you'll just refund and be done. I'm sure she'll open a case or do a charge back if the sum was significant enough despite her own address error.

[FavoriteAnnouncement · Accepted solution]

Thank you! She actually wrote me this morning and asked if I would remail the order.  She paid for shipping as well.