Star Seller Error

[AstroReadingCo]

This is the second month in a row that I didn't receive a Star Seller badge (even though I've had it consistently for 2.5 years) and I have both badges (speedy replies + rave reviews), a 96% message response rate, a 4.9 average review rating and 0 cases. As usual Etsy support is of no help. Can someone please explain to me what's going on? Has this happened to you? What's the best way to resolve this? 

UPDATE: I just checked my email and Etsy said "Based on your performance last month, here’s where you should focus next (to receive a Star Seller b... Shipping"

But I only sell digital products. I'm so confused. 

Any help/guidance would be greatly appreciated. 

[michellepatterns]

I'm guessing you email your digital items which means every order you make ends up with no tracking so to etsy they look like they never shipped.  If you are manually emailing them, you won't be able to get the SS badge without modifying your current process.

A work around would be to set them as instant download digital items and put in a dummy document that says something like "Thanks for your order. It will be emailed to you in XYZ amount of time. Please let me know if you have any questions".  Then you can prepare the document and email it to them later.  

[AstroReadingCo]

Nope all of my listings are digital uploads or download. But I did make one custom order listing which required a tracking number which I provided a few months ago. Wondering if that's what did it.

[BagmakerSupply]

@AstroReadingCo: A 100% digital shop will show an on-time shipping and tracking of "---%" (nothing to calculate) . Have you looked at the applicable CSV file from your Customer Service page to see which order(s) Etsy thinks required shipping and / or a tracking number? The data in that file is what determines your Star Seller percentage. Check previous period for January 1st Star and badges data.

[AstroReadingCo]

I just tried to look for the CSV file on the Customer Service stats page and couldn't find it. Am I looking in the wrong place perhaps?

[BagmakerSupply]

@AstroReadingCo: If using a browser, to get the CSV file, go to the Customer Service page, select 'Current Review Period' or 'Previous Review Period' as appropriate, then click on the 'On-time Shipping & Tracking' card and in the pop up there will be a 'Download order history' link.

[audreytherese]

Was there a chance a physical listing was accidentally made at one point? Maybe a custom listing? 

Unless you can find an actual mistake on Etsy's end and get them to fix it, most likely this is going to affect you for at least one more month. Even if they do find and fix anything, they won't go back and issue the January SS retroactively. 

[AstroReadingCo]

Yes I made a custom listing but it was a while ago, maybe in November. Would that have an affect?

[CryzalisMasksUK]

It could have affected your stats, they are calculated on the past 3 months.

[audreytherese]

Yes, a custom listing in November, if it was physical instead of digital, would affect your December, January and February Star Seller stats. 

[CraftyCornishMaids]

for the csv's

customers service stats

previous review period

above the - ontime tracking and shipping history#

click on

Download Message & Shipping History