Star seller calculated incorrectly

[HatsyArt]

I got payment reserve on my shop for an unknown reason. I never had a case, no bad reviews, the reason was never confirmed. I worked hard for the star seller badge I did not get which was a huge surprise for me as the on-time delivery score was calculated incorrectly.  It shows 91% while all my orders were shipped on time with valid tracking number. When I download the history, the sheet shows the same, valid trackings with on-time shippi. I contacted support several times, but still no badge, I still have the payment reserve on. Today I received an answer that their system had a hiccup (so basically I am right - it was confirmed several time) but they can't adjust manually the star seller data so all I can do is write here. But they had a good news for me, I can try it next month again. This is extremely disappointing, frustrating and I feel absolutely mistreated!

All I want from them is keeping their own policy rules, if they made a mistake, they have to fix it. Now I'm spending hours on a daily basis fighting for my money with untrained agents.

[BagmakerSupply]

@HatsyArt: "... on-time delivery score ..." Star Seller is calculated on shipping not delivery.

When you look at the applicable CSV file on your Star Seller page (last review period for December star) to see what Etsy thinks is late or otherwise has something wrong with it, 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. Remember that Star Seller dates / times are in UTC not your time zone.

[HatsyArt]

As I mentioned above, yes I checked the CSV. All orders shows yes. had processing time and was shipped on time showing the date.

[JDTotesnDolls]

Did all those tracking numbers show in transit by the end of your processing time frame?

Are you using a POD and did the POD ship within your processing time frame.

The items have to be in transit.  It is not just having a tracking number. 

[HatsyArt]

I am sorry, I meant on-time shipping, not on-time delivery

[PlatypusDream]

Etsy employees can not manually adjust the Star metrics, even if there was a glitch.

There is nothing they can do for you.

There is nothing that we (other sellers) can do for you.

Better luck next time.

The Payment Reserve can be in place for a number of reasons.

https://help.etsy.com/hc/en-us/articles/360058722214-What-is-a-Payment-Account-Reserve-?segment=sell...

https://www.cindylouwho2.com/blog/2021/10/22/etsy-payment-account-reserves-what-every-seller-needs-t...

[HatsyArt]

Sorry, I can't accept this answer. This is ridiculous, that the payment reserve was not lifted because they had a glitch. This is their responsibility to solve it! It has nothing to do with luck. These are based on facts. If Etsy is unable to provide a stable system, than they should stop using star seller badges and should stop putting on payment reserves. They can say every month that sorry we had a glitch, we can't do anything for you. Are you kidding me that this can be accepted by a seller?!

[PlatypusDream]

@HatsyArt 

"Are you kidding me that this can be accepted by a seller?!"

No. You don't have to accept it.

You can close your shop and open another one literally anywhere else.

Etsy's sandbox, Etsy's rules.

You'd get farther screaming into the void than arguing with Etsy staff.

[JDTotesnDolls]

It is possible the payment reserve is because of the lack of tracking on several items.  Etsy would consider you a risk.  You have some other issues that may contribute such as no location and no about page. 

You can contact them about the payment reserve to see if it is an error. 

[HatsyArt]

Etsy has rules. Rules for the star seller badge, rules for the payment reserve. It's not sandbox, it's business with rules. I posted this here only because support asked me to do, not because I needed help from other sellers. Etsy can do anything when sellers start to think they can do anything with us and we have to accept it. There are rules and laws.

[JDTotesnDolls]

@HatsyArt   You chatted with Etsy?  They can't do anything so their final words are to post here in the forums which is only for sellers.  It aggravates us here in the forums because we answer questions sellers have.  That is what the threads are for.  It's hard on us when chat tells sellers to post here when they have no question. 

[HatsyArt]

Yes I had a chat with them about 10 times. There are several tickets. I posted this here only because they asked me to. However I don't understand why and how does it help anybody, when the issue is caused by their internal system we had no access for and can be fixed only by their specialists.

[hopeandjoystudios]

It is chat's way of getting rid of you. There is no fix. They won't fix anything even a glitch. I ship everything with tracking and had one that said on the CSV no tracking and the rest of the line was #$%^&*())+080)89808***** . It had the tracking number on the order along with delivered. No help. Obvious glitch. They did not even reply to me but I never tried Chat as I know that  was pointless. I had to wait 3 months for it to drop off. I did see  in the help pages that if you are a EU seller you may have more leeway to getting things like that fixed. Can't tell where you are located as you have no location posted. If you are US you are just SOL.

[WitticismsRus]

@HatsyArt 

It's because the live chat and phone call back support people are just a call center. They work from a script and can't really handle anything other than repeating what's already available in the Help Center.  The Help Center says to post here which is why the live chat folks are telling you that. They just parrot what is already available in Help Center even if it's incorrect.  

Here is the link https://help.etsy.com/hc/en-us/articles/4403058372503-How-to-Become-a-Star-Seller?segment=selling

it says "Etsy Support can’t make changes to your Star Seller data or manually award Star Seller badges. If you think your Star Seller score was calculated incorrectly, you can let us know in the Technical Issues forum."

But they changed this to a peer to peer support forum a few years ago so it's just us sellers here sadly. Occasionally an admin will pop in if there is a major issue going on but generally it's just us sellers.

If you need more help from etsy support you will need to contact them again but this time use the email option. That is the only one that will get you to an actual etsy employee vs the call center folks.