On time dispatch and tracking information is wrong.

[SarisonGifts]

My customer service stats are wrong for on time dispatch. It currently states that I have 181 items dispatched late but on the order history list there is only 60 items showing as late - and this information is also wrong. I dispatch my orders either on the same day as they are ordered or by the following day at the latest and always within the processing time. I have been struggling with this issue for several months and last month someone in the technical department finally listened and corrected the problem (the problem seems to be that their system is incorrectly stating that I don't have processing times for some of the items and is then listing these items as being dispatched late). But the correction lasted just one month and is now back. I have had an email from Etsy saying that I need to improve my on time dispatch percentage (currently at 59% with their incorrect figures) or my shop will be impacted or even closed....how is this fair when it is their issue? I have complained via chat so many times I think they are fed up of me as I have come to complain again today and I can't because the last agent I spoke to hasn't closed the chat so I can't start a new one and I can't get a ticket raised.

Is anyone else having this problem and are there any suggestions to how I can deal with this?

[CraftyCornishMaids]

the service stats go by when you mark as complete with tracking and QR ode, or when you update the tracking or QR code, if later. and goes with the processing time.

The orders actually links to the tracking number, and are nothing to do with customer service stats, it doesn't pick up when they were marked as completed, or amended, or processing times.

They are completely 2 different things.

.....

Processing time is on the shipping profile, it also needs an accurate postcode, country of origin etc, as well, to calculate properly

I would create a new shipping profile from scratch, and add it to the listings with the problems

[SarisonGifts]

Yes all of that is correct and linked properly - it is every order that states it has no processing time that is shown as late dispatch. Etsy told me that it is a system error on their side and is wide spread and they are working on a fix

[CraftyCornishMaids]

there have been a few people reporting it

linking to a new shipping profile has worked for most of them.

[SarisonGifts]

Thanks! I'll give that a try and see if it helps 

[OhhClementine]

I’m also having this issue. All orders were shipped on time and with processing times but my percentage has decreased. 

[CraftyCornishMaids]

have you chcked the csv's for star seller?

[OhhClementine]

I have. For some reason, some orders were marked as having no processing times but they definitely did. I’ve never had this happen before but I contacted Etsy and they confirmed that it’s an error but they couldn’t do anything to change it on their end. I created a new shipping profile, hopefully that will help.