Star Seller issues

[TheGildedPinecone]

Lost my star seller for next month because Etsy says I had an order what went out late and without tracking info, it didn't, it's not even past it's ship by date now!  I even used the Etsy shipping.  I've been very diligent about sending things out immediately, and most go out next day even though my settings are for 3-5 days.

I went back and searched all my completed orders for any without tracking info, and there are only local pick ups from over a year ago.

Know Etsy isn't going to change anything, but this is a huge bummer for an ornament shop going into the holidays.  I can basically only earn the star seller in November and December given the $300 minimum (it's just not happening for us in September).

I don't know if there even is advice out there, but the Star Seller help page says to post here, so I did.  Bah.

[Poppycbrilliant]

I suggest going to customer service and explain. If you receive a cut and paste response that doesn't apply, ask to elevate. 

[NanaLetha]

I looked at 2 of your listings and they all have 1-3 day shipping not 3-5.

[TheGildedPinecone]

I know, I'm shifting them shorter for the holidays.  

[BagmakerSupply]

@TheGildedPinecone: Have you looked at the applicable CSV file on your star seller page to see which orders Etsy thinks there is an issue with and exactly what they think is "wrong"? 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.

[TheGildedPinecone]

Yes, it's my last order, listed as going out late without tracking.  Today was it's deadline and it's already in their city.  I can go to my completed order page and click on it's tracking info.

[BagmakerSupply]

@TheGildedPinecone: It often takes a day or two after the package has been scanned before the CSV file correctly shows tracking and shipment status. We seem to be at the mercy of if, when, and how often AfterShip updates the records.

[TickleYourWitch]

Be aware it can take a couple days to update stats correctly. If you ship on the last day of your shipping window it sometimes shows late for a bit but then updates. 

[TonsOfPaper · Accepted solution]

Hello @TheGildedPinecone,

We've double-checked the order that is affecting your Star Seller, and it appears that this order was marked as complete one day after the ship-by-date. To get a closer breakdown of your orders that were counted as late, you can download a CSV by going to your Shop Manager dashboard > Star Seller dashboard page > selecting the On time shipping & tracking tile > selecting the ‘Download Order history’ link next to ‘Order breakdown’.

Thank you very much!

[TheGildedPinecone · Accepted solution]

Okay, weird.  Because I reached out to CS, and they said the same thing. I said But they ordered on the 17th, CS said yes I see that.  I said I shipped it on the 19th, CS could see that too.  She that there is an ongoing malfunction in one of the screening tools, and opened a ticket for someone to manually changed it for me, which they did.

Maybe you are looking at an old order?  IDK, but it was fixed a couple of days ago by someone else.  Forgot to update here.  Thanks for following up.