Star Seller Shipping

[LoopsCrochetByRandi]

I received an order on Nov 18th for a handmade cat sweater. I messaged the buyer for her cats length measurements. She said she would get back to me in a few days and I never heard back. I have written her twice to touch base and I still haven’t heard anything. It is saying my order is passed the shipping date. (Obviously) I have reached all other Star seller requirements. I have shipped ALL orders before the required ship date besides this one. Can this please be fixed on your end? 

Thanks

[Bibolde]

I am almost sure that Etsy will not fix it. And, you are in the sellers forum here, so only others sellers will respond.

[audreytherese]

There is nothing to fix on Etsy's end, you agree that you are well past the due date. Since the customer has stopped responding, you should cancel the order. 

In the future you can extend the ship-by date one time for up to 3 weeks, but it has to be done before the due date. I would have extended out the date and given the buyer a deadline to respond with the measurements (giving you enough time to make the product before the shipping is due), otherwise the order would be cancelled. 

[audreytherese]

"I have reached all other Star seller requirements."

Actually, because you have no badges, it appears you are not eligible for the SS. Either your shop is too new (1st sales less than 90 days ago), or you haven't met the minimum requirements (5 sales/$300). 

[bradgoodell]

There is nothing you can do right now, Etsy will not fix this for you.  Suggestion for the future:

1. Extend your ship-by date out as far as it will go. 
2. Give the buyer a deadline date of before the extended ship-by date
3. Send messages to the buyer both through Etsy, and through email
4. If the don't respond, cancel and refund before the new ship-by date.

Sorry your buyer isn't working with you.  Good luck.

[TonsOfPaper · Accepted solution]

Hello @LoopsCrochetByRandi,

We understand that this is a big pain point for (made-to-order) sellers. While we’re working on finding ways to improve this, for now you can extend the ship-by date for an order if your buyer is unresponsive, which will then update your shipping calculation. The ship-by date can only be updated once, before the original ship-by date has passed, and can be extended up to 21 days.

Thank you very much!