Star Seller STATS affected by bad Technical INFORMATION Given in Etsy CHAT - BEWARE

[PremierAntiquesAZ]

A few days ago, I sold a large expensive vintage Turner Mirror to a customer that I realized lived only 45 minutes away from me.  I thought it would be much safer to deliver than send Priority Mail.  But before I mentioned to my customer, I went on a live chat with Etsy Support to make sure there was a way I could change my tracking/shipping information so it would not NEGATIVELY IMPACT my 5 star shipping badge.  I ship every single day and sometimes multiple times a day.  This 1st chat with Etsy Support went well (as far as I thought at the time) and I printed out the directions to change my order from New and Complete it "to my order does not have tracking information" and added the reason as a personal delivery. Everything appeared to be ok. I then went on to speak with my customer and delivered his item in less than 24 hours from the time of purchase.

When I woke up today my shipping Star Seller stat went from 100% to 97% because of this order.  I was very upset that I was given bad information.  There are several ways I could have handled this if I had known this was going to happen.  I could sent the seller a receipt priority mail and used that tracking number, I could have shipped the mirror..... 

I proceeded this morning to contact Etsy Support and let them know what happened.  The customer Support rep named Wilson was no help.  He would not refer me to a person that would get back to me or find a way to fix this error that was not my fault.  Wilson told me that the system provides room for errors.   I am thinking YES it does but for TRUE errors I make, not errors on bad information I am given.  Now if I truly make an error I will below the 95% threshold.   The chat was long and tiresome and I saved it if anyone wants to see it.  

I am all for the STAR SELLER program, but this is not fair and definitely a BUG in the system that needs to be looked into for pickup and delivery items.  Anyone that sells antique, vintage or large items will eventually be faced with the same problem.  

I am saddened by the entire experience.  Several time I told the 2nd rep that I realized this was not his fault I just wanted to be pointed in the right direction to fix the problem. I want my STAT changed and more importantly I want to know this is being dealt with for the future as I will have more of these items.  But I was told was he would take it to "a team".  I again specifically asked him if someone would  get back to me and I was told this is not possible.  I am not satisfied with that.   

[luxcrafter]

They can change the stats.  They corrected an error on mine that first month.  Not your error but an error nonetheless.  They may not like to do it but they will when they were wrong.  And if their support provided you with information upon which you based a business decision, then Etsy needs to eat the responsibility.  Call them ... https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_sell_manage_listings-callback

[PremierAntiquesAZ]

I think under the circumstances, if they look at the chats they should change my rating.  I was inappropriately guided when I specifically asked if this would affect my rating.

[NanaLetha]

From the help center:  At this time, orders that don't have tracking because they are delivered or picked up in person will be considered shipped without tracking, and will not meet the Star Seller criteria for shipping.

[CappuccinoLace]

It's unfortunate that the staff in the etsy customer service have no idea about etsy.

"What if I offer local pick-up or delivery for my items?

At this time, orders that don't have tracking because they are delivered or picked up in person will be considered dispatched without tracking, and will not meet the Star Seller criteria for dispatch. "

https://help.etsy.com/hc/en-gb/articles/4403058372503-How-to-Become-a-Star-Seller?segment=selling

It would have been easier to tell you this, than giving you bad information. 

[MoonstruckCottage]

I understand your frustration. This is an issue that Etsy should have resolved by now. It's been almost a year since Star Seller was introduced.

[FallenAngelBrass]

Etsy has indeed "resolved" the issue.  Hand deliveries do not qualify as a "yes" in the star seller shipping data.   

The issue of poorly informed Etsy customer service agents is ongoing, however. 

[PillowDetails]

It's not an error or a bug - Etsy stated this was a "pain point" from the beginning.  You did get bad advice from the first Support person you talked to, if they said this would satisfy the Star Seller metric.  So maybe escalating a case with Support and referencing the exchange would help.  Otherwise, hopefully just the one "ding" will be offset by lots of other sales with tracking.

Personally, I knew this would be another bogus program before Etsy even mandated it.  While I have the purple badges in my shop, the only thing I've changed is the convo-answering thing, which I normally answered quickly anyways, but now make sure to keep it in the 24 hr. timeframe.

I also buy a lot on Etsy - seeing the Star Seller in shops has no affect on me, as a Buyer.

[PillowDetails]

Just checked my recent Etsy purchases, and of the last 10 shops I bought from, only 2 had all three SS badges.  Most are shops I buy from repeatedly.

[bradgoodell]

You are at 97%, so you are still a Star Seller.  Etsy Chat was wrong, but it is unlikely that will change anything.  It's in the Star Seller policies, regardless of what Chat said.  I appreciate you trying to warn others.  Sorry you were blind-sided by this.  

[PortlandPandemonium]

I feel your pain.  But, here is a workaround I use: Purchase a 1st Class Mail stamp (via Etsy shipping) for the article you are hand delivering (or otherwise not going to have a tracking number for) and, voila, your item will now have a tracking number, ship by date, and all the rest you need to stay Star Seller compliant. 

[SugarTaffySoap]

@PremierAntiquesAZ  What am I missing? You're not showing as a star seller. Plus the target (for shipping) is 95% so if you had 97% you would still be a star seller, but I fail to see how you were a star seller as of your writing this post. It's not showing on your main page.

[PersonalizeStation]

The month that fell off last period could have put OP back at 100% for the current period. That would go towards the October badge. 

[NanaLetha]

Looks like your message response rate is keeping you from Star Seller, not shipping with tracking.

[PremierAntiquesAZ]

I was on track this month for Star Seller.  I have always had the speedy shipping badge since the beginning.  My complaint is that I was given the wrong information before deciding to make a delivery to a customer which I thought was a great and safer option.  If Etsy looks at the first chat they will see I asked if delivering such item would affect my rating and they said it would not and proceeded to give me the directions to make the change.  If you sell large items, which we do frequently items will sometimes need a pickup or delivery this will continue to be a problem.  If I had been given the correct information, I would have proceeded differently.  I would have mailed them a receipt priority mail and used that tracking number which I have to say is a terrible way to have to work around a system that work for pickups and delivery without a negative implication.  

[PremierAntiquesAZ]

I also have to add that I am completely Pro Etsy.  I have been selling on line since ebay was started in the 1990s when you had to scan in photographs.  I used run a live auction and recently closed my other online shops keeping only my etsy shop and my own online web site.  I even own Etsy stock.  This was not a fair play situation.  When you ask for help and are given the wrong information AND IT IS IN WRITING they should not hold you responsible. End of story. 

[vintage19something]

I delivered some items to a local customer recently. I sent her a first class empty envelope that I paid 3 dollars for so I could show shipping and tracking on that order. I shouldn't have to do that but you jump through the hoops they put out. It was just easier to do that than not. Your mileage may vary.

[ArtDollsbyJD]

@vintage19something   It would not count if the buyer were to open a case.  Sending a receipt does not prove anything.  It's something to be aware of that local delivery for SSP will hurt. Etsy informed us of that in the information.

[ArtDollsbyJD]

While it is unfortunate that you were given the wrong information, hand delivering would have negated your star seller anyways as that information has been posted by Etsy for over a year.  Hand delivery cannot be done for the SSP.  In fact Etsy has never been fond of hand delivery as it creates additional issues such as the buyer able to say they never got the item.  (hard though in your case with such a large item)

You can contest it if you want.  Maybe Etsy will change.  Maybe not.  Chances are not because there are plenty of other sellers in the same pickle and they have not had their stats changed,   

[PremierAntiquesAZ]

All I needed was good information to make an informed decision.  I was not told if I delivered it would affect anything in anyway.  I could not find info online so I started a chat assuming I would get good information.  I should have been told the potential consequences of delivering as well.  Again the chats are logged I have them printed.  I appreciate the kind words and insight.  Just wanted folks to be aware that the info you get from customer support can affect your actions and your rating.

[BagmakerSupply · Accepted solution]

@PremierAntiquesAZ: If you have not yet done so, you might want to read https://help.etsy.com/hc/en-us/articles/360000338067-How-to-Offer-Local-Pickup-or-Delivery?segment=s...

[PremierAntiquesAZ]

Thinking about this topic more from a practical stand point Etsy could simply send a click here follow up text or email that customers could respond to to complete transaction and show proof of receipt, the seller could get the buyer to check a box on the screen at time of delivery on the Etsy app….. there are ways to deal with this - just needs some effort.

[SierraQuiltStudio]

Etsy support was unable to help with a local delivery/no tracking number issue.   Gave me a “work around” for when I have a local buyer next time, but that does not help in present.   Very unhappy!  This is not fair to us sellers.  
Why they can not provide a way to fix an issue that is not our fault but is a glitch in their system, is not right!

[hopeandjoystudios · Accepted solution]

Local delivery affecting your SS is not a glitch. It does not have tracking and if a shipment isn't tracked it impacts your SS. All marking it no tracking does is close/complete it so it isn't viewed as an unshipped order. In the future you can send a FC letter via Etsy labels with  a receipt or thank you or something within your shipping window and that counts as tracking OR an Etsy label and fulfills the SS criteria. It is the cost of a stamp. BUT realize that buyer could come back and say you never delivered it and it would show instead of a chest of drawers you shipped a small envelope at 1 oz. Now many have delivered locally for years with zero issues but with Etsy's new "Buyer protection" it is something to think about. Chat people have never shipped or hand delivered an Etsy shipment in their lives. They read whatever info they have on file.

[TonsOfPaper · Accepted solution]

Hello @ChangeYourCageLLC,

As of the moment, tracking metrics don’t account for local pickup or delivery. We don't support local pick-up or locally delivered orders, therefore, this would impact your Star Seller tracking & on-time shipping score. We recognize this is a pain point for sellers who use local pick-up and delivery. 

While we’re always delighted to hear that our buyers and sellers want to form connections (IRL or otherwise), we don’t currently support local pickup/delivery. That’s not to say you can’t offer local pickup/delivery, it’s just that when you communicate with buyers off-site, without using Etsy tools (Messages, Etsy shipping labels, tracking), it might make it harder, or even impossible, for us to mediate any order issues or disputes. In the meantime, please know that Etsy understands that Star Seller may not be viable for every shop. Star Seller is not a disciplinary program and sellers will not be penalized for low scores.

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