Star seller calculated incorrectly

[MysticStoneByKatelyn]

I made my 5th sale on October 31st but that sale is being counted for November instead of October so I lost my badge and have to wait until December to get it back.

[JackisJustVintage]

Yes, this happens. It usually takes star seller a couple days to update, so data from the last days of the month go into the next month.

[BagmakerSupply]

@MysticStoneByKatelyn: Based on our analysis of the CSV files, it appears that messages are assigned to the month that the 24 hour reply window ends (not when the message was received or answered) and orders are assigned to the month that they are scheduled to ship by (not when they were placed or shipped). And dates are determined by UTC not the sellers timezone.

[audreytherese]

Nobody. 

[TickleYourWitch]

 You have to wait until next time. No fixes. The last 24-48 hrs often don’t get counted.  

[BagmakerSupply]

@DovetailWoodworksLLC: Have you checked the applicable CSV file to see which shipments Etsy thinks were shipped late or with some other issue?

[TonsOfPaper · Accepted solution]

Hello @MysticStoneByKatelyn,

We've double-checked the last order you've received for October, and it appears that you've received them after the cut-off. 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 orders, sales, 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!

[DPcustoms]

I had an international convo in October that came in just after midnight, and I responded to by 7 am that day. Etsy says it was the following day. The same customer contacted me about half an hour after he sent the initial Etsy convo. I had responded to the Etsy convo first, then the parallel message that came thru my site. He replied on my site with thank you for the double quick responses, but that my first response on Etsy had already answered his question (that was 7.5 hours after he first convo'ed on Etsy). So how did I get an email from the past about a response Etsy claims is in the future? lol

Spent 45 minutes on customer service only to be told there's nothing wrong with the system.  Nice

[TonsOfPaper · Accepted solution]

Hello @DPcustoms,

We've double-checked the conversation you had with the buyer, and it appears that you've responded to this Etsy message after 24 hours. For us to further assist you, you can reply directly to the email ticket that you've opened.

Thank you very much!

[BagmakerSupply]

@DPcustoms: Are you basing this on the applicable CSV file? That file is in UTC not your time zone. If you subtract the (Message date and Message time) from the (You replied on and Time of reply) is it more than 24 hours?

[DPcustoms]

Based on the CSV in UTC, it showed my response to be the 7ish hours later, but PLUS one full day. Same thing if I calculate by the Etsy convo time stamps in my time zone. In either case, the convos all happened on the same date, there's no time zone magic that would shift that.

So the issue is the date itself I responded on was recorded incorrectly. This is provable by the customers response thru my own site that acknowledging he had already received the Etsy reply. (that same morning)

So all 4 communications happened within an elapsed time of 8 hours total, between 12:38 am and 7:20 am(UTC) on the same calendar day. Using Etsy's logic, I would have had to gone back in time and responded 17 hours before he sent the initial message. My customer service is good, but not that good lol

[BagmakerSupply]

@DPcustoms: Etsy has made it clear that they will not manually adjust Star Seller, but they have been able to fix some tracking issues which then caused Star Seller stats to auto-adjust. Hopefully one the Etsy people who sometimes read these posts will see this and will be able to figure out what happened.

[GoodMoodCreations]

I always add the tracking number when I mark my orders complete. But for the past four of them, Etsy diminished my shipping Star seller percentage to 83% because it says I didn't add the tracking. In my completed orders, it is clearly visible that the tracking numbers are there. Maybe it is because I ship from the small country in eastern Europe and the USPS (or Etsy) doesn't recognize those numbers. That way I can never be a Star Seller although I am doing everything right. My reviews are marked 5, and the message response is 100%.