Order Missing Processing Time

[GroundZeroCreations]

Although I qualified for Star Seller, I am concerned that something appears to be wrong in the calculations. It gave me a 98% score for on time shipping and tracking with the reason that one "order missing processing time". I downloaded the order history and all orders had Processing Time, Ship by date, Tracking Label, and were all shipped on time. I checked all of my shipping profiles and they ALL have processing times. So where is the 98% score coming from? 

I read some old threads back in 2022 where something like this was happening and it indicated it was being worked on. Is this a problem again?

[FussyGeekWares]

This popped up for me yesterday on something I posted over a week ago. I posted the item on Friday 18th Aug and was checking my stats this week and all was good. I looked yesterday and noticed my tracking was at 92%, so it looks like the patch for this issue has now come off.

[SweetpeaByKate]

I have exactly the same issue as you, it's dropped me to 94% which means I won't be qualifying

[GroundZeroCreations]

here is another thread about this issue 

https://community.etsy.com/t5/Technical-Issues/Star-seller-glitches/m-p/143185618#M795950

[GroundZeroCreations]

I was able to get a person using the chat function today and after confirming there were no issues, I was told, "I totally understand your concern, and I'm glad you got in touch with us. We do have a dedicated team that can take an in-depth look at this and get back to you via email."

So it has been escalated and perhaps we will get some insight into why this is happening. I started this thread in the technical issues section thinking someone from Etsy would at least respond to it, but that is obviously not happening. Guess it was either deemed not important enough to merit time and attention or they don't have people monitoring this section.

[BagmakerSupply]

@GroundZeroCreations: "I started this thread in the technical issues section thinking someone from Etsy would at least respond to it" Even if Etsy Support or the Help Pages sent you here this is a seller peer to peer forum, and should not be considered a way to contact Etsy (although Etsy does sometimes read and reply to posts).

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

[GroundZeroCreations]

@BagmakerSupply  That response was in November of 2022 (as you stated) making it  nearly a year old and no longer relevant. And this seller did not have a ship by date which was what affected the star seller status. In my case, my listings contain all the relevant data as does the downloaded files from Etsy for the period in question.

But thanks for trying to help!

[BagmakerSupply]

@GroundZeroCreations: Sorry, I was just trying to show that this is a long standing issue. The bigger question is since it is impossible to publish a listing without a processing time, why is it even a Star Seller metric?

[GroundZeroCreations]

@BagmakerSupply  You are so correct when you say "since it is impossible to publish a listing without a processing time, why is it even a Star Seller metric?" That is such a valid question! And one I would love to see the community weigh in on! 

[GroundZeroCreations]

I received the following response from Etsy re: Star Seller effected by Order Missing Processing Time

We've taken a look in here and it sounds like you’re experiencing an issue where the Star Seller dashboard showing "1 order missing processing time" for On-time shipping & tracking. Please know that our engineering team is looking into this. I’ve added all of the details from this ticket to their investigation so they have more information to work with.
 
Thank you so much for reporting this, it lets us know how widespread the issue is and helps our teams prioritize fixes. We currently don't have a timeline for when this issue will be resolve but rest assured that our engineering team are actively working on it. 

[GroundZeroCreations]

@SweetpeaByKate    @FussyGeekWares   I keep  posting updates to this thread instead of beginning a new one so anyone that is searching the forums for the same issue may be able to get a better understanding of what is happening with Star Seller stats being incorrect. I will post below my latest response from Etsy:

"Thank you for getting in touch with us and I hope this email finds you well.
 
Thank you for providing me those details above, In regards to your concern about the seller score. I've went ahead and check this one out here on my end and confirmed that there is no order missing processing time.
 
There could just be a delay on updating the dashboard. You can wait for 24hrs for this to be corrected. But if the problem still persists. You can reach out to us once again."

This issue first arose on August 25th and my stats are still incorrect. I responded to this communication and let them know how long this has been wrong already and requested the issue be escalated to whomever is in charge of the programming regarding this issue. 

[FussyGeekWares]

@GroundZeroCreations 

I've lost interest now, I can't see them fixing it any time soon. I am going to promote my Folksy shop instead now. If Etsy can't prioritise these bugs, I can't prioritise their platform.

[GroundZeroCreations]

Well another update about the missing processing time effecting Star Seller program stats. 

"This is ____ from Etsy technical support team! I'm reaching out to you in regards to your concern that you are seeing one order with no processing time on you star seller shipping score dashboard. 

Looking it at here I can see my colleague already informed you that this is an ongoing issue our engineering team is already looking into. We apologize for the inconvenience, we do not have a definite timeframe on when this issue will be fix but rest assured that our team is already looking into this."

[GroundZeroCreations]

It is getting worse and worse with this Star Seller program! Now I have lost another point because of the flawed dinging on processing time. I just now sent another email to the service team:

"This is getting worse by the minute! Now I have lost another point on Star Seller due to this issue that is not being corrected by Etsy! Once again it is showing a missing processing time which is IMPOSSIBLE! Please, please, please understand you are killing us sellers with this issue! You are cheating us out of our rightful position in the Star Seller program and Etsy is evidently totally flippant about the issue and the stress it is causing sellers!

Please don't tell me again you are "looking at it" because that is just a kiss off and we all know that. Tell me what actual actions you are taking to address the issue or suspend this entire flawed program until you can get it operating correctly. "

[UppNorthCo]

"looking at it" for 10 months at least.  please!

[GrainGrooveWoodworks]

I had the same issue in August with 52 orders! It caused me to lose star seller for this month and I keep getting the same response of it being a known issue and no time frame. It seems more and more people are having this issue so hopefully something is done soon.

[KimbaSienaCo]

We are having the same issue with no help from Etsy. We reach out DAILY 

[KimbaSienaCo]

Response last week:

This is Rue from Etsy Technical support and I hope this email finds you well.
 
I can see that your concern about the orders appearing as missing processing time in On-time shipping & tracking CSV and your Star Seller dashboard when they do have processing time was raised to Technical Support.
 
Based on the information you’ve shared with us and upon investigation, I can see here that you’re experiencing an issue that our engineering team is currently looking into. I’ve added all of the details from this ticket to their on-going investigation so they have more information to work with.
 
At this time, we do not have a timeline for when this issue will be resolved but please know that we prioritize issues based on the impact to our members.
 
Should you have any other questions or concerns, please feel free reaching out to us by creating a new ticket so this concern of yours won't be obscured. We're here and always happy to assist. I hope you enjoy the rest of your day!

[GroundZeroCreations]

@KimbaSienaCo  This is a form email evidently because I received the same thing at one time. One interesting thing is that the email contained two links for updating and adding information to the ticket. When I tried to use the links for that purpose, low and behold it was a waste of time. I sent an email stating:

"First, let me say that neither of the links for additional comments work. The first one for the zendesk doesn't exit. The second for help requests doesn't even have this one listed! What is going on with that?"

It appears that Zendesk is providing a dead link for the trouble ticket and Etsy is either not setting up a help request or they are deleting the help request so there is no record of it. That sounds very suspect, so keep copies of anything they send you because Etsy will not find a record of it. And another odd thing to me was that the emails originated from an email address outside of Etsy: shopmanager . zendesk . com  

Did your email come from that email address? It appears that Etsy is outsourcing the seller support and this provider is providing no support! Now I don't have a problem with them outsourcing to whomever they choose. The problem is that the company they have chosen is providing zero support. And we sellers are stuck in limbo with no one that really helps us. 

[KimbaSienaCo]

Yes. It came from “zetsy”. And same exact thing with the links. Neither worked, and the ticket was getting closed. I finally opened a fourth ticket and said DO NOT CLOSE THIS TICKET. So far it’s stayed open. I want to ask them why the other link isn’t working!

[GrainGrooveWoodworks]

Same here with the weird Zesty and they keep closing my tickets too and have stated they will not be manually updating the star seller metrics even though it’s a glitch on their end and you can’t even create a listing without a processing time. 

[GroundZeroCreations]

Are you serious! They actually stated they would not be fixing it?

[GrainGrooveWoodworks]

Yeah, they "can not" manually update star seller metrics or badges. I was also told that Star Seller is not meant to punish sellers and not having the badge will not affect my placement in the marketplace. But buyers can specifically filter searches by ONLY star sellers. At this point I don't even know what else to do 

[BagmakerSupply]

@GrainGrooveWoodworks: "Yeah, they "can not" manually update star seller metrics or badges." Etsy has been very clear that they will not adjust Star Seller stats manually but they have, in some cases, been able to fix the underlying data and then the Star Seller stats auto update (just not retroactively).

[GrainGrooveWoodworks]

I tried to reach out to chat again today to see if they can fix the underlying issue of the orders not showing the processing times, instead of updating star seller manually. I was told they can not do this either