Star seller on time shipping miscalculation at 97%

[VisualEchoesStudio]

I'm trying to understand why my customer service stats show me shipping at 97% On time with tracking.

This is based on 29 orders. According to the same stats Etsy shows me:

0 Orders Shipped Late

0 Orders missing tracking info

0 Orders due to ship today

I have not been late shipping ever in my history of having a store on Etsy. I'm trying to understand how Etsy is calculating these numbers.

[NanaLetha]

You have the shipping badge but not the message one.

[VisualEchoesStudio]

I don't understand what you mean. I have a 100% Message Response Rate.

[NanaLetha]

The message badge is not showing in your shop. Download the CSV for messages and see which ones you missed.

[VisualEchoesStudio]

My message stats are all at 100%. Do messages somehow reflect onto Shipping and, if so, how can it negatively affect Shipping if it's at 100%?

[PrimFun]

@VisualEchoesStudio   Look at the previous CSV.  Not the current one. 

[PrimFun]

If you had orders on the last two days of December they do not count for January.  Nether does shipping.

But you have the shipping badge for January.  If you are looking at current states for February the current CSV will show information only for November and December as January just started.  That will account for change as October drops off. 

Check the previous CSV for information. 

[VisualEchoesStudio]

There is an error in the way they are calculating things then because if I pull up CSV it shows one item not shipping on time when that is categorically false. It shipped the same day it was ordered and with tracking.

[Adorabilities]

97% is at least still a passing grade.

[VisualEchoesStudio]

I appreciate it, but given I have a 100% on shipping on time, I do not want a passing grade. I want my stats to reflect that and if they're going to be keeping track it should be accurate.

[BagmakerSupply · Accepted solution]

@VisualEchoesStudio: To see the statistics used for the January 1st badges and star, you need to look at the 'Previous Review Period'. The default 'Current Review Period' shows you how you are doing for the February 1st badges and star.

Check the applicable CSV file(s) to see if any orders show *Had processing time?* = no. If that is the case then unfortunately this is a known glitch where some listings seem to spontaneously 'lose' their processing time and negatively affect Star Seller

[VisualEchoesStudio]

I think this is what happened. It's frustrating that this is a known glitch and has yet to be resolved. Thank you for your help.

[VisualEchoesStudio]

I've downloaded the CSV file and while that shows me which order is marked as "No" when it comes to shipped on time, that is inaccurate. The item shipped the same day it was ordered, with tracking, and arrived before the buyer was expecting it. It looks like this is a random glitch.

[CraftyCornishMaids]

you need to have the correct shipper selected, and enter the tracking number, by the ship date

[PrimFun]

@VisualEchoesStudio   How is your processing time frame set up?  Same day?  One to two day?  etc.

If you ship before the processing time frame kicks in then the system has been marking those as not shipped.  Is it a glitch?  Maybe?  Or maybe the intention is the program is written for working within your processing time frame.

Others have reported having the same thing happen.  I think the processing time frame is what the algorithm looks at for marking.

Also it might be if you shipped later in the day and have 1 day or same day, that USPS did not scan the item in until after midnight which would make it the next day.  Hence the item would be considered late. 

[VisualEchoesStudio]

@PrimFun My processing time is 3 days. This is a glitch in Etsy's system and has nothing to do with me shipping late.

[VisualEchoesStudio]

In response to CraftyCornishMaids, I apologize but I don't know what you mean. I use Etsy shipping labels and ship with tracking on all packages. This order has tracking and all information filled out on it when I pull it up but Etsy is declaring it as shipping late because it has information missing. It looks like the system glitched.

[CraftyCornishMaids]

etsy has 3 different fields in the csv

late, and missing are different, has it flagged it in two different columns?

[GlassyFields]

It could be a glitch between Etsy and the shipper ... their systems not synching correctly. It could be that the carrier didn't scan it. It could be a mistake, e.g. printing out a label with an incorrect shipping date ... 

I'd try to figure out what happened ... for my own benefit ... to use to prevent whatever ... at least whatever I can control from happening again. Other than that, I wouldn't worry about it too much. It really won't impact anything. 

[WitticismsRus]

Is the info conflicting between what it's showing on  your Customer Service Stats page in shop manager and what's showing on the csv download? Meaning the Customer Service stats page shows 0 shipped late, 0 missing tracking etc but the csv says otherwise? If so, then that's apparently a "known issue" according to support. The same thing happened to me and there was no fix other than them passing the info along to the techs or whatever. I just had to wait it out until it finally fell off and things went back to the correct 100%. 

[FoxhatComics]

I've also had this issue and lost my star seller badge because it affected several listings bringing my dispatch and tracking down to 94%. I've emailed Etsy and they say it's a technical issue which their team is working on but they have no estimated time for when it will be fixed.