Pre-transit issue! Royal Mail tracked and marked as delivered but it hasn't updated on Etsy

[Mashlings]

My order was delivered on the 12th of April and it's now the 21st.  It was sent tracked and you can clearly see the tracking and proof of delivery details. But it's still stuck in pre-transiton Etsy.

However, the buyer has now contacted saying they'd like a replacment but I have proof the original package has been delivered but it hasn't updated on Etsy it has stuck in pre-transit mode as has another order!

I can't seem to rectify this situation and can't find any contact details of help to get this matter sorted!

I'm now also afraid it's going to get my shop back into reserve or effect my star seller for which I have only just got out of from absolutely no reason whatsoever!

Any help gratefullly appreciated or who I can contact as I've had no success.

[MinnieMaudsAttic]

@Mashlings   Etsy uses a company called Aftership to monitor tracking.  For some reason, Aftership doesn’t cover Royal Mail deliveries.  It’s been happening her for months and has forced many sellers into reserve and to lose their star status.

[Mashlings]

Thank you yes after a little research I can see this is a current on going problem. Somehow it does help to know where I stand and that I'm not alone. 

[ZuliKids]

I have had this happen several times.  The tracking always shows the last place the package was in USA before it leaves.  It doesn't follow any further.  Usually my international packages take 3 to 4 weeks to deliver.  I have very few that don't make it.  I always take my packages to the post office and get a paper receipt when my packages are scanned.  I then have proof that I shipped.  When you have proof that you shipped, that is all Etsy requires.  It could be also that the delivery person there left it at the wrong address.  I always tell my customers to contact their local post and give them the tracking number and let them track it there to see where it was left.

[Mashlings]

Thank you this is helpful I have since found many with issues in this area.  Knowing that having proof of postage and that I have done everything in my control in this situation is helpful so thanks again for taking the time to comment.  I have all of the above and reached out in reponse to the buyer with all the tracking images and information I like to give them the benefit of the doubt but it seems they were playing the system to receive the order again for free and have gone silent.  So perhaps a result there but still a couple of orders in what seems like a forever pre-transit!

[CherryTees]

Try reaching out to Etsy and providing them with the proof to see if anything can be done

[Mashlings]

Thank you yes I have tried but I can't find any way to be able to reach them I've serached and searched.  I'll keep trying something will come up I'm glad since looking I've realised I'm far from alone in this situation.  

The situation in hand seems to have been resoloved with the buyer so I'll just hope nothing else comes from it.                               

[TonsOfPaper · Accepted solution]

Hello @Mashlings,

We've double-checked the orders you've provided when you contacted us, and we can confirm that my colleague has requested for an update and the tracking events are now showing on Etsy. 

Thank you very much!

[SuzuSilks]

This has happened on the last 3 sales I had on Etsy, I sent all by Royal Mail Tracked options and all still say pre - transit status despite when I follow the tracking it shows 2 have been delivered and the other is on it’s way. Due to this Etsy is holding sales money in Payment Reserve. It is just not good enough and trying to contact them about it is virtually impossible as the email option won’t work because they want identity information I don’t have and finding a number to request a call back seems to be virtually impossible. I am a long time Etsy seller and this is making me think about shutting shop for good as I am losing confidence in Etsy being a good place to sell anymore

[Fwaylawn]

I am disabled, I use Royal Mail app for my postage. I enter the number- beginning in 11 as that seemed to work, but, 80% of my sakes have PRE-TRANSIT on them. 

the others say, save and share- I think referring to reviews etc. 

so what has happened? I know all those customers recieved their goods? Why does it say pre transit on most of them? And how can I fix it? 

[CryzalisMasksUK]

If it shows pre-transit, after the parcel has been dropped off or collected and scanned, try editing the tracking details. Just change the last digit save and then go back in and edit the last digit back to the correct one. It should change to transit. You only have a limited time to do this after dispatch, so make sure you check your orders and if they have gone into transit or tracked on Royal mail status

I have always purchased directly from the postal service or courier companies and seems to do the trick, do not know if or how this would work with Etsy labels, as I have never used Etsy labels.

[ModJose · Accepted solution]

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