On time shipping and tracking bug?

[Bendida]

I've been selling on Etsy for years and for some reason last month some of my orders started appearing as not shipped on time or not delivered on time. All the orders that were flagged were indeed send on time, with tracking, some of them delivered on time, still are still en route with estimated delivery time even in January.

Tried talking to Support twice. One said it's a technical issue that should be resolved and the other sent me here.

The first time I contacted support I was on 95% on time shipping with 4 problematic orders and a week later I am on 90% with 7. Some of the orders were shipped the next day, delivered within a week and even have 5 star reviews.

90%

on time with tracking

Service standard (Beta): At least 80% of orders ship on time

Star Seller target: 95% of orders ship on time with tracking

Order breakdown

65 orders shipped on time

0 orders shipped late

0 orders missing tracking info

I am afraid I will loose my Star seller badge due to this issue and there is nothing I can do on my end for random bugs.

[BagmakerSupply]

@Bendida: For the Customer Service and Star Seller standards, delivered is irrelevant - only shipped on time with verifiable tracking matters. However you may be suffering from the third shipping metric - does the order have a processing time.

You need to check the applicable CSV file on your Customer Service (Star Seller) page to see what Etsy thinks 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.

[Bendida]

Yes, ALL my orders have 1-3 business days processing time. I have never shipped an order late.

I have checked the CSV and it says no under Tracking number and no processing time. I always add the number when I tag the order as shipped and completed. I have always done so. It says no on random orders even on the same shipping profile, with the same settings.

[BagmakerSupply]

@Bendida: If you see *Had processing time?* = no, then unfortunately this is a known glitch were some listings seem to spontaneously 'lose' their processing time. This is an on going issue that has been reported numerous times recently in this forum where some orders "lose" their processing time.

There is a November 2022 response ("solution") from an Etsy Admin to this issue at https://community.etsy.com/t5/Technical-Issues/Missed-star-seller-due-to-apparently-missing-processi...

[Bendida]

Yes this is exactly my problem. I see it as no, while the shipping profile clearly says there is a processing time.

I don't see a solution to the issue.

One customer support stated it is a problem on their end and will fix it, the other said I don't ship on time and send me here. I've no idea what to do?

[BagmakerSupply]

@Bendida: Based on other posts in this forum, the ability to have this corrected by support seems to be rather hit or miss depending on who you get.

Again based on other posts the quality and accuracy of information from support also seems to depend on who you get and how well they actually understand what you are telling them.

Support and the Virtual Assistant appear to be trained to send people to the forum as soon as 'Star Seller' is mentioned as they do not have the authority or ability to manually adjust Star Seller stats. A suggestion was made to NOT mention Star Seller as doing so seems to negatively affect the ability to get these kinds of issues resolved and keeps the focus on the base issue - the incorrectly missing processing time.

[Bendida]

Okay thank you, this is a big help. I will try again tomorrow and not mention the Star seller.

This hasn't happened before and is getting worse so I will keep on trying.