Star Seller stats incorrectly flagging on-time orders as late

[ZoelaDesign]

Hello,

I need to report a serious issue that is damaging my shop. For weeks now, my Orders Dashboard has shown correct ship-by dates (orders due tomorrow), but the Star Seller / Top Seller stats flag them as due today, and then count them as “late” even though they are not.

Because of this discrepancy, several of my orders this month have been wrongly marked as late. My shop stats, visibility, and sales are collapsing as a result.

I’ve contacted Support multiple times, but each time I’m told “it will be reviewed” and then the conversation is closed without any solution. Meanwhile, the false penalties remain on my account.

This is not an issue of seller performance,  it’s clearly a technical bug in Etsy’s system. I need this escalated to the technical/product team to:

• verify the mismatch between the Orders Dashboard and the Star Seller stats,

• remove the false penalties applied to my shop,

• and confirm how this will be fixed going forward.

After 8 years of selling on Etsy, it’s devastating to see my business collapse because of an algorithm error. Please, I need real action and not just a copy-paste of the help article.

Has anyone else experienced this issue?

Thank you,
Cloé

[BootifulLabels]

Like most things on Etsy, Star Seller works on US time so those of us in other parts of the world can find that the shipping date is out by hours and that can cause the system to count it as late shipment.  

[HauteVintageJewels]

@ZoelaDesign I had this problem several months ago and the spreadsheet that feeds the on-time shipping calculation had an error and was missing the shipping label date which I definitely created on time.  This resulted in an on-time shipping calculation for that particular shipment of "No".  This tanked my Star Seller status and was clearly the result of an error on their part.  I thought for sure they would fix it when I provided proof that they had erroneous data in the sheet.  I contacted them repeatedly via chat to the point they did escalate it for review.   Despite several emails back and forth and my demands that they at least go in and correct the obviously wrong information on my sheet, they only replied they were looking into it and never did anything to correct it.  Because it only affects Star Seller, a program they force us to participate in and to maintain the high customer standards within it, they apparently had no interest in wasting their time correcting their errors that affected it.  It's a glitch that is affecting a number of sellers and it's maddening.  At this point, I really don't care anymore if I have Star Seller status or not because it apparently doesn't matter to them.  You have my sympathy, and I hope you can get it corrected.