Orders stuck in "In Transit" | Can't leave a review.

[CitrineFalls]

Hi there, maybe someone can help....

I haven't been on Etsy for fairly long and I've never had an issue with any orders being delivered, but on my dashboard where my orders are displayed, it shows which orders are delivered, in transit, pre transit, etc. 

On every package I have sent out, I always put tracking. 

A recent issue came up where a customer got her package yesterday (she made two orders, 2 days apart but it was all shipped in 1 package). She was able to review the 2 items on the one order but the other order she is unable to review the other two. Why is this?
I also noticed her one order (the one she reviewed) says "Delivered" and the other (the one she cannot review) still says "In Transit", although, if you click on the tracking it shows sit was delivered yesterday.

Because of this, I wondered if maybe because this order was stuck "In Transit" in my Etsy orders, maybe that was why she couldn't review. However, I looked up all orders under "In Transit" and I then noticed I have a couple of other orders from months ago that also still state "In Transit" but...those customers left reviews. SO that then made me think that my customer's order delivered yesterday is nothing to do with it being stuck "In Transit" to why she can't leave a review.

Anyway, long-winded story later, I'm wondering...why is it that she was able to review the two items on the one order, but cannot review her other two items?

I want to type the whole issue out to Etsy support, however, sadly I've tried to contact support before in the past but they have never, not once, ever returned an email or responded so I kind of think its a lost cause to be honest. So hopefully someone is able to help me here?

If there is a way to manually change orders to "Delivered" that would be great too. I also wonder what other sellers do when orders are purchased through their store but the customer is in the same city and picks up...how do you change that order to "Delivered" or "Picked-Up" to mark it as complete?

Anyways, thanks to anyone in advance for any help or guidance for this issue I seem to be having!

[MistieJoyArt]

I have the same problem. The customer wants to write a review but she can't because it's stuck on "pre-transit". 

Somebody help!

[CappuccinoLace]

Etsy has a formula for time to leave a review.

It's processing + 4 days for domestic and processing + 10 days for international.

If an item is marked as delivered before this time, a buyer can leave a review. If it's never marked as delivered, the buyer can leave a review based on the formula above.

[mypoppinz]

Is there anything else we can do in order to change the status "in transit" to "delivered"?

I am wondering because I have like 5 orders stocked in transit while they have been delivered and for this reason customers cannot make a review.

[CappuccinoLace]

@mypoppinz  No you can't. As above, it doesn't matter the status, buyers can leave a review when Etsy says they can.

[mypoppinz]

Thanks for your help. 

I didn't get from your previous answer what do you mean "it's processing"?

Does it mean that if it's never marked as delivered after this period of "processing +4 or +10 days" customers cannot make the review anymore? 

Or do you mean that customers can make a review ONLY after "processing +4 or +10 days"?

My orders still in transit where shipped (and delivered) weeks ago.

Thank you for your precious help!

[mypoppinz]

Thanks for your quick answer! 

What I didn't get from your previous answer is what do you mean with it's processing"?

Does it mean that if it's never marked as delivered after this period of "processing +4 or +10 days" customers cannot make the review anymore? 

Or do you mean that customers can make a review ONLY after "processing +4 or +10 days"?

My orders still in transit where shipped (and delivered) weeks ago.

Thank you for your precious help!

[mypoppinz]

Thanks for your quick answer! 

What I didn't get from your previous answer is what do you mean with it's processing"?

Does it mean that if it's never marked as delivered after this period of "processing +4 or +10 days" customers cannot make the review anymore? 

Or do you mean that customers can make a review ONLY after "processing +4 or +10 days"?

My orders still in transit where shipped (and delivered) weeks ago.

Thank you for your precious help!

[mypoppinz]

sorry I sent the same message 3 times, bad internet connection today and I cannot cancel the post anymore

[CappuccinoLace]

Processing time is what you set in your listings.

If your processing time is 1-3 days, then Etsy takes 3 days + 4 days for domestic, = 7 days after you buy a shipping label, that a customer can leave a review, regardless of it's status.

It tells the customer when they can leave a review. They have to wait till that date, and then they can leave a review.

It works this way, because only 4 countries have Etsy shipping labels, and only 2 of those have delivered status linked to them. If that was case, all the other countries who sell would never get reviews.

[mypoppinz]

Oh! thank you very much. Now it is clear.  Have a nice day! 

[TiyoShop]

hi! i just had this problem. I noticed today that an order that was delivered over a month ago still says "in transit". I know for a fact that my customer recieved the item. Is there any way i can change it to "delivered" myself. I am pretty sure that etsy aslo put my shop on "vacation" because of this and now i cant recieve more than 1 order at a time. Help!

[NanaLetha]

@TiyoShop  you can't change it to delivered. Did you use Etsy labels?

[BethanyHandy · Accepted solution]

Closing up this older thread. Please do not bump older threads to seek resolution; we ask that you open your own thread instead. Thanks!