Tracking Info provided on orders but marked as not having tracking

[TheShimmeringDark]

I noticed that 5 of my orders that all have tracking info provided are showing as not having tracking info per the Star Seller badge stats. I talked with two customer support staff on Etsy and they both agreed that there is tracking on all 5 orders. They told me to post something on this board because they are unable to do anything about it. Can someone please assist? I have never had this happen before and have not changed anything with my process. It's unfairly lowering my score for what seems like a technical glitch. Thank you!

[dayspringcollectible]

What form of shipping did you use?  If by chance you used Etsy's rate for Flats, that isn't real tracking, so won't show.  Etsy says it is supposed to count for Star Seller, but I wouldn't trust that, as Etsy is full of glitches any more.

If you used valid USPS form of shipping and tracking, then there is a definite glitch in Etsy's system.

[TheShimmeringDark]

Yeah i agree with you there. These are all normal USPS shipping though so I'm not sure what that means!

[BatwingDesignCo]

I have never had an issue with Etsy not counting letter mail labels bought on etsy. I have had star seller stats be off for not counting all orders as tracked when they were though and that usually has to do with the post office not scanning it. 

As per Etsy, the order must be dispatched AND received they the post office and scanned. If you print labels and wait a few days to actually get them scanned at the post office (eg. you print labels Friday and actually drop off the orders Monday.) then they are counted as late. 

[ModernArtifactDecor]

I had an order ship UPS yesterday and I included the tracking information. I noticed today that I was marked down on the customer service badge for tracking as Etsy is showing that I didn't include tracking, however it's there. The stats are also showing this same order wasn't shipped on time although the order came in on 10/8 and it was shipped on 10/10 (well within our 3-5 business days).

[BagmakerSupply]

@ModernArtifactDecor: Our experience is that it often takes a day or two after the package has been scanned for the CSV file and order to correctly show tracking and shipment status. That being said we have had packages weeks old that never got out of 'pre transit' even though all the shipping information on the order is correct and the packages have been scanned.

[TreeTreasuresCanada]

An order I sent this morning said the tracking number was an "invalid Fedex number".  I had Canada Post in the drop down box, not Fedex.  Etsy is full of glitches. 

[DaysofYoreTreasures]

@TreeTreasuresCanada 
The same thing happened to me. My default carrier was correctly set to Australia Post but when I entered the tracking number I got "invalid UPS number" and could not proceed.
I ended up copying the tracking#, exiting and re-entering the pop-up & pasting in the number instead of typing it. That worked.

[TreeTreasuresCanada]

@DaysofYoreTreasures   I went back today to try to correct (actually add) the tracking number as I couldn't input any number yesterday.  Now it tells me that the Canada Post number has to be alphanumeric.  Canada Post tracking for Canadian orders is all numbers. It is what it is.  I'll never be a "Star Seller".  But I continue to make customer service my number one priority and my customers are happy. 

[BagmakerSupply]

@TheShimmeringDark: There is definitely a glitch - at last check Etsy is saying that we have seven orders without tracking - all have the correct tracking information and they also still say 'pre transit'. We track all packages we ship and can even tell if it was a pickup or a delivery to the post office. What is really frustrating is that we can have five or six Etsy orders that shipped at one time,  all were scanned at the same time, the link to USPS using the tracking number on the order all work correctly yet one will will say 'pre transit' while the rest have the correct shipment status. If AfterShip is actually checking the status of the tracking numbers there is no reason for this to happen.

[TheShimmeringDark]

Yes! I looked at the status of the orders and you're right--they say Pre-Transit even though when you click on the actual tracking number it shows it was delivered. That seems certainly like a glitch. 

[BeyondBowTies]

I also have the same problem.  Three orders are saying pre transit although they not only went out on time but they have also been delivered.  As a result Star Seller percentages have taken a huge dive.  Now I have a 2 other orders that says pre transit  and by Wednesday Star Seller percentages will dive even more to the point of no return.  I have all documentation and receipts on all 5 orders.  Where is the problem breaking down.  What is one to do???

[TheShimmeringDark]

Ugh! Yes, so frustrating! I'm glad i'm not the only one so that Etsy will look into this and fix the errors. It's not fair to just say it's glitching and leave us with messed up star seller percentages for no reason.

[NasseramicsPottery]

The same thing is happening to me. Just got off the phone with Etsy support and they told me to do the same thing as you. It looks like it’s a glitch in the system. My score has been going down about 2% a day now. I have 3 orders that have tracking and we’re shipped same or next day, yet we’re docked for not having tracking. It’s definitely a glitch on their end. 

[TheShimmeringDark]

Ugh! Well at least we know it's on their end then. I know, i am not a huge shop so not having 5 orders showing as shipped/tracked is a big deal!

[hopeandjoystudios]

"ask in the forums" is such a total brush off as nobody here can do anything about it and they know that. I have had a tracked Priority package say no tracking before and when you looked at the CVS the line was all garbled. Reported twice. They never did anything. It had tracking on the order and showed all its steps and delivered. Their repeated answer has been they cannot adjust SS data. I think they just don't want to.

[YarnOtterHandmade]

My most recent order had this, and it lowered my SS rating for shipping.  I went to the order and deleted the tracking, and then re-entered the USPS tracking number. The next day my Star Seller Shipping was back to 100 percent.  So basically, delete and re-enter.

[TheShimmeringDark]

@YarnOtterHandmade Oh! I will totally try that. Where exactly did you go to delete and re-enter? I'm not seeing that I am able to do that on the order. Thanks!

[BagmakerSupply]

@TheShimmeringDark: There is a short window on time (3 days?) when you can edit the shipping information on the actual order. But I wonder if you do this after the "ship by" date it will be considered as shipped late.

[YarnOtterHandmade]

lt was on the order itself.  I had the option to edit the tracking.  Maybe there is a time limit to it though.  I did it the next day, when I saw that it wasn't counted as tracked.

[SugarTaffySoap]

@TheShimmeringDark you can contact chat support through your Shop Manager>Community & Help>Contact Us> to let them know your tracking is not updating if it's beyond the 24 hour period. My Pre Transit updates the next morning.

[TheShimmeringDark]

Thank you! I will try again, but that's what I did yesterday and they said they couldn't help me : ). They told me to post on this board instead.

[TheHomespunLoft]

@TheShimmeringDark 

This happened to me last week and it was fixed.. and sure enough all 5 packages that I shipped yesterday are showing up with no tracking ( per Etsy)... funny ( not) is the tracking number is on my orders-- and that because I don't use Etsy ship-- there is no way Etsy could have those numbers without me imputting them.. and all of them are moving thru the USPS system...having left the PO before 5 yesterday.

I guess I will have to call again.,,sigh.

[TheShimmeringDark]

Ugh! that's super frustrating! I use my own shipping labels too (not purchased through etsy) so i also am adding them myself! 

[TheHomespunLoft]

@TheShimmeringDark 

I did chat with Help today.. The rep said yes. they agree that I did submit the tracking on time.. ok-- then he said.. so if they find out it is a technical issue they will fix it... I told him..I will escalate it if not fixed.. clearly it is their technical issue!!

They want to make a huge deal with the star seller..then for sure I want my stats correct. It happened last week-- if it happens again.. there goes my badge.

I can't believe how glitchy this site is becoming!