Star Seller and payment processing issues

[ThePlantBoutiqueCo]

I have issues with the Star Seller badges as it is not accurate.

My message response rate for the period 01 May–31 July 2022 is 100%, yet this is not reflected in the corresponding badge which means I did not get the Star Seller badge.

Next to this, there is a payment that is still pending (processing). I got in touch with the buyer and they pointed out it was an issue with Klarna and that they have cancelled it. They placed a new order straight after. I cannot change, cancel, or do anything, with this order, but is skewing my data for payment processing times.
This feels quite unfair as I have been dispatching 100% of my orders in time.

This new 'credentials-driven' badge system affects the way customers perceive my small business and therefore its inaccuracy of it is highly disconcerting, especially when it is out of my control. Can Etsy technical team correct this and add the Star seller badge?

I am quite disappointed as I have been waiting for the review period to not include April. I received 3 messages from a customer in April, in the middle of the night as they were on the other side of the world. Because I responded to it the next morning, these 3 messages from the same person skewed the data. I have been waiting since April therefore to get this back to 100% again!

[CraftyCornishMaids]

@ThePlantBoutiqueCo 

My message response rate for the period 01 May–31 July 2022 is 100%

You are looking at May to end July, that's for your next badges, (It's not end of July yet)

the badges you currently have, will be based on 01 April- 30 June

...

If a payment is still processing, it is NOT affecting any times, the dispatch time will only be calculated after the payment has cleared, and if it doesn't clear, the order will go

[ThePlantBoutiqueCo]

Ah I see what you mean, that makes sense (duh!). I'll have to wait another month until it corrects itself then :/. 

Not sure about the payment processing however, when I look at the data in the spreadsheet it refers to the order that still stands at payment processing (which has been pending for nearly a week now). It has affected the data because it is both missing tracking info and processing time, and says 98% of my #orders have been dispatched on time with tracking or postage label from Etsy.  
It is not an issue yet, but as it is totally out of my control it doesn't feel quite fair. 

[CraftyCornishMaids · Accepted solution]

@ThePlantBoutiqueCo 

yup - waiting - but I don't really think the badges make much, if any difference to buyers

I haven't seen the payment processing thing being written about before, I'd log a call

https://help.etsy.com/hc/en-gb/requests/new?ref=SellerDashboard&refid=1090701286655#issue_sell_incom...

[CarpetCollectionAU]

@ThePlantBoutiqueCo I can confirm that there is an issue with the nexus between SSP and Orders which are Payment Processing, especially as the Month draws to an end. For some reason, the Order (which is not actually an Order as it has not been paid for) does show up on the SSP Shipping/Tracking CSV as an Order with NO Processing Timeframe and No Tracking.

Generally, once the Order either completes or is cancelled, the CSV is corrected. But if the stats are "finalised" at the end of the Month and the Order is still "Processing" it certainly does show as not shipped on time with tracking and the SSP metric for that Month may be negatively impacted. And, due to the fact that Etsy Support cannot "manually" adjust stats, the loss of the Badge for an entire Month is a distinct possibility.

I have raised several Etsy Support Tickets about this but, to date, no one seems to be able to escalate to a Team that actually understands the issue, let alone has any incentive to fix it.

[KathysHeartCreations]

Try setting the automated response for your convos ... that will cover you when you can't reply ... I was having the same issue and found this feature to be the most helpful ... every morning I go in and reset it ... as it only covers you for 5 days ... I do it every morning so I don't forget!