Star seller info calculated incorrectly

[NabatiJewelry]

Hello - there is an issue with out star seller shipping info - it shows that a tracking number is missing when it’s not / and therefore has put us under the 95% to get star seller this month 

on Etsy it said to make a post on this forum if you believe your star seller info was calculated incorrectly 

There is also a 2nd order that does not even show which was placed on dec 30 and shipping label created December 31  but it’s not showing up in the history 

so this is 2 separate orders which should have counted toward our shipping times which are not showing or showing incorrectly 

also please note * both these customers asked for sizing which takes an extra few days to do (I just realized we can change the expected ship date) and will do that for all future orders - however none of these 2 orders have been shipped late - can someone please take a look at my account and review the messages with customers / shipping data / etc whenever you get a chance - please let me know if I should post any screen shots 

Thank you 

[SoulGemJewellery]

Yes, I have the same experience at the moment. According to the 'On time shipping & Tracking' stats in the CVS one order is marked as not shipped on time. Also there seems to be no processing time.
This order was ordered 10 December and I have shipped it (completely tracked and traced) on 11 December. 
My processing time is 1 to 5 days and I have not changed that in a long time, so the order was processed and shipped completely within time.
Now I have gone on my customer service stats on On time shipping & tracking from 100% to 94% and this is not right and has a big impact to my status.
For 3 contiguous years I have achieved the Star Seller Badge and a 100% on all standards (I also HAD this for January) and now I have lost my Star Seller badge unjustly because of this error in the system

Last week I had contact with Etsy Support through the chat about this issue and this is their answer: -Thank you so much for reporting this, it lets us know how widespread the issue is and helps our teams prioritize fixes. At this time, we don’t have an estimated timeframe for when this will be resolved- 

Check if there is a -no- at the processing time on your CVS. If so, then you are dealing with the same issue as many of us, unfortunately

[BootifulLabels]

Noone here can look at your stats in detail, we are all just sellers like you.  However, we can suggest some reasons why these type of errors may occur.

Orders placed on 30 Dec are unlikely to be counted for the Jan Star Seller badge, as they are not included until after the processing time has past.

Tracking numbers must be able to be followed successfully by Etsy's tracking verification partner, Aftership.  If they can't see the activity behind the number it will count against you.  One digit wrong in the data entry or use of a shipper that Aftership can't verify will result in a SS tracking strike.

[NabatiJewelry]

Thanks for the help guys I spoke to the Etsy agent via chat which was able to see the problem but wasn’t able to fix it so he told me that he was going to forward it to someone who can hopefully fix the issue and that they will email me directly 

[NabatiJewelry]

It’s really frustrating they make it so hard to get star seller - I have been working on it now for 3 months and made sure everything was perfect - no late shipments - no cases - answere every single message within 1 hour literally (I set an alarm every hour during the day to remind me to check the messages just so I make sure I don’t miss one) the only Time I don’t answer messages within an hour is if it happens in the middle of the night when I’m sleeping -

Finally after 3 months of working on this tediously to where everything is perfect we are finally going to get star seller and then to my surprise this morning I log in to see if we got it ….. but an order is completely missing on the ship history and another order doesn’t have the tracking info / shows shipped late - even though it wasn’t 

(these 2 orders occurred on the 29th and 30th) so they were literally the last 2 orders of this total 90 day period - which didn’t calculate correctly 

very stressful to say the least - I feel for everyone else dealing with similar issues and hope everyone gets it resolved 

[PrimFun]

The last two days of the month do not count for the next month.  So Dec 30 and 31 do not count for January but will for February.

If Etsy does not recognize the shipping service used that can also be a reason.  Etsy uses Aftership.  I would think your items would be delivered by a courier system.  Does the courier provide tracking> 

[MargaritaKnit]

I have the exact same problem. The order was placed on November 30 (Saturday) and according to the shipping profile I had 1-2 business days (December 2-3) to ship the package. I shipped the package on time on December 3. But for some reason, my report shows no processing time at all, and that I didn't ship the package on time. It affected my stats and I was given a 93% on-time shipment rate instead of 100%. But support did anything with this order. Only wrote that their tech team is working on it. And they also took a long time to prove to me that there is no error and for this order I myself allegedly did not specify the terms of parcel preparation, although there is a delivery profile associated with this announcement, in which the terms of parcel preparation are specified, so it is obvious that they have a technical failure.

[BagmakerSupply]

@NabatiJewelry: "There is also a 2nd order that does not even show which was placed on dec 30 and shipping label created December 31 but it’s not showing up in the history" Orders seem to be 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 so what is Dec 31 to you may be Jan 1 to Star Seller.

"... it shows that a tracking number is missing when it’s not ..." What happens if you click on the tracking number link on the actual order? If it opens the courier's tracking page and shows the scan history then you have proof that the tracking information was entered correctly.

"... can someone please take a look at my account ..." Just so you know, even if Etsy Support or the Help Pages sent 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).

"... it said to make a post on this forum if you believe your star seller info was calculated incorrectly" Support and the Virtual Assistant appear to be trained to send people to the forum as soon as 'Star Seller' is mentioned as they do not have the authority or ability to manually adjust Star Seller stats.