Star seller - Two orders that went to the same address-said I was missing tracking information

[LFWstudio]

I met all the requirements for star seller.

The stats said I didn't have tracking information for one order, and penalized those stats.

A customer bought two items separately, because one was on sale, and she had a coupon to use for the other.

I packaged the order together, bought one shipping label for the full weight of the package, and entered the same tracking number for each, marking the second item as completed.

Incorrectly penalizing my stats negated my star seller status.

If someone could look into this, they would see that the two orders went to the same person, and they were quickly shipped out.

Who do I contact to correct this error?

[BagmakerSupply]

@LFWstudio: Did Etsy Support or the Help Pages send you here? This is a seller peer to peer forum, and should not be considered a way to contact Etsy, if that is your hope (although Etsy does sometimes read and reply to posts).

We often ship multiple orders in a single package. How long ago did you ship? Has the package been scanned? If the shipper is supported by Etsy make sure that the shipped date, tracking number and shipping company show correctly on the actual order. Etsy relies on a third party vendor for tracking (and tracking number validation) and uses the data on the order. Often recent shipments are not correctly / timely updated. Usually a day or two after the package has been scanned the CSV file correctly shows tracking and shipment status and the Star Seller stats auto update (but not retroactively).

[LFWstudio]

Yes, all the information for tracking is scanned, dated, up to date.

I came here, because everything I clicked, thinking it was going to etsy support, came right back to the forum.

I have never needed help with anything before, and couldn't find the actual support/contact information.

[CalendulaHandmade · Accepted solution]

@LFWstudio I don’t see anything wrong with you coming here to the forums for help from your peers. It’s often hard to get help from Etsy and there’s almost always someone here who has good advice for fixing a problem.

[audreytherese · Accepted solution]

When did they ship out? Combined tracking on multiple orders often takes a couple extra days to calculate properly. 

It may be frustrating, but it's just how the system seems to work (for now). 

[EllaOsix]

Similar problem here. 2 orders shipped together, the tracking number has been entered for both orders and 1 of the orders indicates that it was shipped too late and has no tracking number.
I asked Etsy for help via chat and it would be corrected. Unfortunately, the problem has not been resolved.

[CuriousityShop]

Etsy never changes anything related to Star Seller.

[GlassyFields · Accepted solution]

If you haven't already, try cutting and pasting the tracking order into the 2nd order. Make sure there are no leading or trailing spaces or other extraneous information that could get picked up with a copy/paste. I haven't had issues with using the same tracking information on combined orders but avoid retying those lengthy tracking #'s for fear of making a typo.

[LFWstudio]

yes, that's exactly what I initially did, and a couple days later, my shipping was back to 100% - thank you for your response.

[TonsOfPaper · Accepted solution]

Hello @LFWstudio,

We double-checked the order affecting your Star Seller, and we can see that you updated the ship-by-date to February 28, 2023. However, the tracking events are not yet available at the time of calculation for March Star Seller. As a result, this order has affected your Star Seller for the previous review period.

On the other hand, we can now confirm that the tracking events for this order are showing on Etsy and they are not affecting your Star Seller anymore. 

Please know that when calculating a seller's Star Seller status at the end of the month, we use UTC, not the seller's local time zone. This may be confusing because the messages and shipping CSVs are converted to a seller's own time zone, but the cut-off for new reviews and shipping details to be considered in a seller's status is 11:59pm UTC on the last day of the month. 
 

Thank you very much!

[LFWstudio · Accepted solution]

all fixed! thank you!