Star Seller On-Time Shipping & Tracking Stats Error

[SNSTradingCompany]

So I have one order (ever) that did not meet on time shipping and tracking according to the performance metrics.  I got curious and looked because I always process, package, and ship on time.  After looking, I see that the order came in on May 27th.  The item was packaged, shipping label created, and ready for the post office to pick up the next day.  All in all it was less than 24 hours from the order coming in to the post office taking possession. All of this information is reflected in the order information in the shop dashboard.  I messaged Etsy Support and was told  that the score for the order cannot be changed and to post in this forum.

"Thanks so much for waiting. I was checking very carefully and see if the score for this order can be changed. However Etsy Support can’t make changes to your Star Seller data or manually award Star Seller badges. While I’m not seeing any technical issues with your score, If you still think your Star Seller score was calculated incorrectly, I encourage you to let us know in the Technical Issues forum."

Hopefully this will help another seller since it would appear that the error is not going to be rectified. 

[BagmakerSupply]

We are not sure why Etsy customer service tells people to post here, but this is seller peer to peer forum. Based on the innumerable threads about this very subject in this forum it appears that end of month transactions seem to be affected as well as inconsistencies with Etsy's tracking vendor and these issues has been reported for a very long time. Did you look at the CSV file for the appropriate period to see what Etsy thinks was not shipped on time?

[FallenAngelBrass]

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@BagmakerSupply wrote:

...it appears that end of month transactions seem to be affected as well as inconsistencies with Etsy's tracking vendor ...

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What is Etsy's tracking vendor?

[BagmakerSupply]

@FallenAngelBrass    https://www.aftership.com is Etsy's tracking vendor.

[LoveFuzz]

Yep, June was a very busy month for me and I got marked for 8 late orders due to one certain supply needing to be ordered. I communicated with my customers and changed the ship dates so the items wouldn't be marked late but when I went to ship them with etsys label system I still got the message saying "this item may arrive late" because it was still showing the original ship dates. I also had one order that needed a different size and when I went to ship the 2nd order using the same order info I got the same message even though the first item had been shipped on time, the 2nd was marked late because it was after the ship date (obviously it would be later because it was the 2nd item and not the same one) This whole system is such a load of

[LoveFuzz]

There was supposed to be a poo emoji at the end of that last paragraph... lol

[ArtDollsbyJD]

It sounds like the update was not sent.  You should get back a reply that it was changed.  If not then it needs to be investigated because the change was not made.   You should have gotten an email that it was changed.

As to the 2nd that has been an issue.  You could have used another resource such as Pirate SHip to ship with a new label.  You needed to buy a new one anyways.

And thanfully the emoji did not appear.  Really it's not necessary to use such expressions on a very public forum. 

[ArtDollsbyJD]

What was the date on the label?  Was it the date the item would be picked up?  If that date goes outside your processing time frame for acceptance by USPS then Etsy considers it not shipped.  That date is important. Or did it precede your processing time frame?  Sometimes that has caused problems too.   

As to reporting here, unless someone from Etsy is truly monitoring something like this, I don't know why they direct people to the forums.  This is just sellers, no Tech people except for the one that reports issues.

[TonsOfPaper · Accepted solution]

Hello @SNSTradingCompany,

After carefully checking in here, it appears that the order didn't have a ship-by-date since there is no processing time set up at the time of purchase. As a result, the purchase of this listing has affected your On-Time shipping. The processing time is how much time you need to get an order ready to ship. Without the processing time, Etsy is unable to calculate the ship-by-date. If the ship-by-date is missing, we're unable to verify if the order was shipped on time.

We strongly recommend checking each of the listings and making sure that they have a processing time set up. More information about processing time can be found in this Help Article.

Thank you very much!

[SNSTradingCompany]

I must have made an error on assigning a processing time on this one.  If an order says it needs to be packaged and shipped within 2 days and it goes over that I would expect something negative to happen.  In this case,  If there was no processing time assigned to the order how would there be any negative performance metrics or any expectations on when the  packaging and shipping occurs? Is the negative result a default occurrence that will happen every time an order does not have a processing time assigned? 

[SNSTradingCompany]

I went back into that order and it has 1-2 business days assigned as the processing time.  

[TonsOfPaper · Accepted solution]

Hello @SNSTradingCompany,

After carefully checking in here, it seems that the order didn't have a processing time setup, which is why the order has affected your Star Seller. The processing time is how much time you need to get an order ready to ship. If the processing time isn't set up, the ship-by-date can't be calculated. You may check the listing associated with this order, you should see that the listing still doesn't have a processing time.

Moving forward, we strongly recommend checking the shipping profile and the shipping settings of the listing to make sure that the processing time is set up. For more information about the processing time, you may check out this Help Article.

Thank you very much!