Star Seller Error

[PurposefulPrintsCLS]

I received an email that I missed Star Seller this month due to shipping, however I have sent all my orders out on time and submitted tracking for all of them. Can this be reviewed and fixed?

[VintageRescueSquad]

Did you download the CSV for shipping and see what it says? It could be that it wasn't scanned as delivered, or you had a typo in the tracking number. If it's the latter, you have 3 days from shipping it out to amend it.

Etsy has said repeatedly they will not "fix" anything to do with SS.

[BagmakerSupply]

@PurposefulPrintsCLS: You need to check the applicable CSV file on your Star Seller page (previous review period for September star) to see what Etsy thinks is late or otherwise has something wrong with it. In particular make sure that *Had processing time?* = yes, *Ship by* has a date, *Tracking/label date* has a date, and *Shipped on time?* = yes. Remember that Star Seller dates / times are in UTC not your time zone.

For the offending order, what happens if you click on the tracking number link on the actual order? If it opens the courier's tracking page and shows the scan history then you have proof that the tracking information was entered correctly. In that case you should pursue it - while Etsy will not manually adjust Star Seller stats they can, in some cases, fix the underlying data and then the Star Seller stats will auto update (but not retroactively).

If that does not work and if the shipping company is supported by Etsy make sure that the shipped date, tracking number and shipping company show correctly on the actual order. Etsy relies on a third party vendor for tracking (and tracking number validation) and uses the data on the order. An unsupported shipping company or invalid / unverified tracking number equals shipped without tracking.

Long before Star Seller was even thought of, we got into the habit of always checking the previous day's shipments to make sure that they show at least 'in transit' so that we could fix any orders with an issue within the 72 hours we are allocated.

[PurposefulPrintsCLS]

Thank you for that, that's super helpful.  I had a look and I'm not sure where to find the csv file you are referring to. It says 94% shipped on time however when I go through all my orders for the review period, they were all sent the same or next day and all show tracking info so no problem there. I did sell some digital items which are noted as digital delivery. Do you know how I can pursue this issue further? 

[BagmakerSupply]

@PurposefulPrintsCLS: "... not sure where to find the csv file  ..." Using a browser, on your Star Seller page, click on the 'On-time shipping & tracking' card and there will be a 'Download order history' link. Not sure if it is the same on the app.

"It says 94% shipped on time ... all show tracking info so no problem ..." Shipped on time and shipped with verifiable tracking are two different metrics. When looking at the file make sure that *Had processing time?* = yes, *Ship by* has a date, *Tracking/label date* has a date, and *Shipped on time?* = yes. Remember that Star Seller dates / times are in UTC not your time zone.

[PurposefulPrintsCLS]

Thank you! I checked and I found the listing. A customer purchased a digital and physical listing, thinking they were both digital. I explained and she said she didn't want a physical print but instead accepted a 60% coupon for a future purchase. This resulted in no tracking for a physical listing however 2 digital files as ordered.  I have all the proof in our message history.  Is there a way to communicate this to Etsy to get the shipping bage reinstated since this was not an item sent without tracking and a special case for a customer that was all valid and still meets the standards? 

[BagmakerSupply]

@PurposefulPrintsCLS: "... to get the shipping bage reinstated ..." Even if the underlying data is corrected and your stats update it will not change what your stats were on September 1st. It is unlikely that Etsy will do anything retroactively as they have repeatedly said they will not manually adjust stats or manually award badges and stars.

"... a special case ..." Etsy does not do well with these, and quite frankly seems to just not want to deal with the exception. Undoubtedly their position will be the order as placed had a scheduled to ship by date and therefore was required to be shipped on time with verifiable tracking. To them, that the physical item was cancelled will be irrelevant. Not saying it is right, but from their point of view it is no different than if you had listed a digital item as physical and then wanted an exception because there was nothing to ship.

[PurposefulPrintsCLS]

Ok thank you, do you happen to know how I could evem reach them to try? 

[CraftyCornishMaids]

Etys won't fix it, from their viewpoint you have an order for a physical item, that was not sent with tracking.

you should have cancelled it for a full refund.

then, if they wanted a digital item, they could have purchased that

[WitticismsRus]

@PurposefulPrintsCLS 

I was going to give you instructions on how to find the previous review period csv but it appears that they may have removed it. You used to be able to go into the previous review period tab on the star seller page (now called Customer service stats) and then click on the boxes for each metric and see the option to download the csv. It appears to only be an option on the current review period metrics now and no longer an option for previous review period. hmmm 

@BagmakerSupply @VintageRescueSquad Are either of you seeing the option to download the csv for previous review period anywhere ? Did they move it and I am just not seeing it? 

[PurposefulPrintsCLS]

I actually found the previous period but everything checks out and shows shipped on time. All orders (except digital which is noted as digital delivery) show tracking. 

[WitticismsRus]

You found the star seller cvs for shipping for previous review period? Where? I must be totally blind because I do not see if anywhere on the previous review period page. I know it used to be there so maybe they changed where it's located or something. Or I'm totally losing it hehe (highly likely lol)

[Kaifcreation]

I sell digital product , I lost my star seller badge due to Replied  one  buyer message within 24 hour . Technically I reply  all the answer and close the conversation . but after one day buyer use another account with same name and send me " hi " and I don't necessary to answer this conversation because previously I end conversation with them .  I don't think its my fault or not  so what your thought on this happening.

[CraftyCornishMaids]

Etsy says to reply to each new message thread, or mark as spam.

that's what you have to do, for star seller

Your choice, your consequences