Orders listing as 'no tracking' despite showing valid tracking number on order.

[PoppinsAndCo]

Hi all,

I'm having a major issue with my tracking information not being picked up on the platform. I use Royal Mail click and drop and enter a tracking code on all orders. I have had to disconnect the click and drop integration as when marking them as dispatched in their is was not pulling through the tracking information. I am now entering this manually.

On my orders they show as 'No Tracking' - however I can see the tracking information and this is correct and links to the appropriate webpage for the tracking number. It only acknowledges if I enter the tracking code twice - it will then update to 'tracked with Royal Mail'.

This issue has obviously caused my shop to miss out on 'Star Seller' for December despite qualifying in all areas. It will also have a knock on effect for my stats for the January period as I am unable to update any orders over 48 hours old - despite the information actually being present on the orders already, as it is not being taken into account.

Any help and guidance on how to rectify this? I have already trying disconnecting and reconnecting my integration with Click and Drop to no avail.

Additionally I am receiving multiple Dispatch Notification emails for every order I mark as dispatched despite having this option turned off.

Help greatly appreciated!

[ArtDollsbyJD]

[ANNOUNCEMENT] Intermittent UK Tracking Issues - Welcome to the Etsy Community

[TonsOfPaper · Accepted solution]

Hello @PoppinsAndCo,

Although we’re experiencing intermittent issues with tracking for a UK shipping provider, please know that they won't affect your Star Seller as long as you add a valid tracking number on the order.

To verify this, we've checked the orders that has affected your Star Seller previously and here's what we found out:

1. Orders below £10 have been marked as complete after the stated ship-by-date. As a seller from the United Kingdom, even though you're not required to add a tracking number on orders below £10, you still need to mark these as complete on or before the ship-by-date for them to count positively towards your Star Seller.

2. Most of the orders above £10 didn't have a tracking.

3. Some orders above £10 do have a tracking number, however, you've marked them as complete after the ship-by-date which is why they were tagged as shipped late.

Please note that for orders to count positively towards your Star Seller, you'll need to mark them as complete on or before the stated ship-by-date and orders above £10 needs to have a valid tracking number. In the event that you're unable to ship the orders on the stated ship-by-date, you're welcome to extend the ship-by date for the order, for up to 21 days before the original ship-by date has passed. This will then update your shipping calculation.

To get a closer breakdown of your orders that were counted as late, you can download a CSV by going to your Shop Manager dashboard > Star Seller dashboard page > selecting the On time shipping & tracking tile > selecting the ‘Download’ link next to ‘Order breakdown’.

For more information about Star Seller, you can visit this Help Article.

On the other hand, regarding the shipping email notification that you're still receiving even though it has been disabled. Kindly note that our engineering team is currently looking into this. I’ve added all your report 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. 

Thank you very much!