Tracking on Etsy is NOT updating!

[Harsin3DPrinting]

I've had around 80 orders in the past couple weeks.  ALL of which I have supplied a valid USPS or UPS (for international) tracking number.  They've all shipped before their shipping date (I gave myself a 7-day lead time in case orders started piling up), and the vast majority of them were shipped the day after they were ordered and have already been delivered.

But for some reason, over 20 of my orders are showing as "in reserve".  I could understand the two that I shipped today (Monday) as being in reserve- maybe even the two that I shipped last Friday.  But 20+???

Looking into things...  Three packages that I shipped Oct 1st and 12 packages shipped on Oct 3rd are all showing as pre-transit.  If I click on any  of the tracking numbers I gave Etsy for those orders on their order page (to make sure that I gave a correct number and didn't typo), it takes me to the USPS tracking website where it says it was delivered.
All in all, Etsy is claiming I don't have tracking on 33 (!!!) orders, despite EVERY order having a VALID tracking number submitted.  For some reason, they are all stuck in pre-transit on Etsy, despite USPS showing as being delivered!
Also because of this, my Star Seller rating is showing at a 57% ship rate, despite EVERY package shipping 2-3 days before the required shipping date (if not sooner!).

Why are these showing as pre-transit?
How can I get Etsy to update the tracking information?

I tried contacting Etsy support, but they gave me an automated "It looks like you're asking about money in reserve" response, and not an answer concerning fixing the tracking at all.

[BagmakerSupply]

@Harsin3DPrinting: Regarding the "pre transit" status of orders, this issue has been brought up in quite a few threads in this forum.

About the eMail from Etsy you received, often the first response you get from customer support is an automated reply meant to weed out the people who contact support over common issues that can be easily solved.

Every eMail from Etsy support should have a link something like "I Still Need Help". Click on that link in each reply from Etsy (or actually reply stating that you still need help) to keep the report alive. You may have to do this innumerable times, before anything is done but do not give up. DO NOT open a new issue or contact Etsy multiple times about the same issue (doing so closes the one you already opened and puts the new one on the bottom of the pile).

[ArtDollsbyJD]

Are you using Etsy labels?

Are you shipping prior to your processing time frame or after?  Sometimes the system does not catch items shipped prior to the processing time frame happening.  Especially if you ship the day of an order.  The day of order is not counted as a shipping day.

There have been other complaints about this.  It seems to be sporadic which makes it hard for Etsy to find the source of the issue.

If you are not getting your items scanned at the post office consider doing so.  Have that scan sheet.  Scan in at the kiosk if your post office has one.  Get a receipt for scanning.  Sometimes that extra step is needed with a post office due to employment issues with USPS.   

[Harsin3DPrinting]

@BagmakerSupply  - Thanks, I had no intention of opening up another ticket; I figured I'd get more of the same automated response.  I did reply to the email (reply above this line) and to the initial help ticket on etsy.com/help.   No signs of response.

@ArtDollsbyJD  Are you using Etsy labels?

No, I have a deal through Pirateship that gives a flat-rate shipping amount for less than what Etsy offers.  It saves my customers money and allows me to find the lowest price for USPS/UPS/etc.  I ship everything via USPS, unless it is international, in which cause UPS is usually the cheapest option.

Are you shipping prior to your processing time frame or after?

I stated above that all of my items have shipped before the shipping due date.  Very few have shipped same-day as they were ordered, but most ship within a day or two of being ordered.  I have a 7-day processing time, so most are shipped during that period.

If you are not getting your items scanned at the post office consider doing so.

I have receipts where I have had every item scanned at the post office.  Whether it is by the person at the desk, or (rarely use this) by the self-checkout kiosk.

[SugarTaffySoap]

There's other posts on this. Can you show Chat Support screenshots or request a call back from your dashboard Shop Manager. For call backs on the weekdays you can go through Shop Manager>Community & Help>Contact Us>Selling on Etsy>(select appropriate dropdown)> I Still Need Help>... Call backs are 7a.m. to 9pm eastern time in English.

[Harsin3DPrinting]

@SugarTaffySoap 
I would gladly show chat support screenshots... but I can't get to support to give them screenshots.
There is no option for calling / live chat / call-backs on any of the Shop Manager>Community & Help>Contact Us>Selling on Etsy> (multiple categories selected in an attempt to find anything more than "Email us")>I still need help>.... Just the email us contact option that I have already tried.

[SugarTaffySoap]

@Harsin3DPrinting Try going through the Forums above>Help>Help Center> scroll all the way to the bottom where it says Contact Etsy Support.

[Harsin3DPrinting]

Going to Forums>Help>HelpCenter>Contact Etsy Support takes you to the same location as etsy.com/help...  Which, again, only offers an "email us" solution.  No live chat. No phone number. No way to contact an actual human being to get actual help.
Is there a direct link I can use to reach customer chat, or even the call-me-back?  Because none of these help options have given me an option other than "email us".

[BagmakerSupply · Accepted solution]

There are lots of threads about this - see the Etsy reply on https://community.etsy.com/t5/Technical-Issues/Order-showing-in-pre-transit-but-has-delivered/m-p/14...

[Harsin3DPrinting]

Went into NEGATIVE reserve today because tracking isn't updating.... Wonderful.  Just wonderful.

[Harsin3DPrinting · Accepted solution]

Finally got help today via the email system (Had submitted a second email to follow up that it was a tracking issue, not a reserve issue).

[GnarlyBettysVintage]

I also had this issue today and was unable to contact Etsy via their Contact Support button. I had to Google 'Etsy Support Email' to find the right page - frustrating! For, reference, I am shipping from US to Hong Kong and purchased my label from Etsy.

Etsy Email Support

https://help.etsy.com/hc/en-us/requests/new?segment=shopping

[TonsOfPaper · Accepted solution]

Hi @GnarlyBettysVintage,

We've double-checked your Star Seller dashboard, and we can confirm that you have 100% for On-time Shipping & Tracking. Please remember that it may take about 24 hours after an order has been shipped for this score to update.

On the other hand, we suggest using the Forums' Search function prior to posting and be careful not to bump to an old thread that hasn't seen any activity in the last months/years, as questions regarding the Star Seller Program have been extensively covered by our fellow members since its launch, as well as our official Star Seller Guide, which contains in-depth answers to some of the more common questions regarding Message Response Rate, Shipping, Local Pick-Up, Digital Orders, and other topics. You can check it out here: etsy.com/starseller.

Having said that, and since this thread does not pertain to a technical issue, it will be closed to prevent it from going off-topic.

Thank you!
 

[LindaLuFiberStudio]

This has happened to me monthly,  I have talked with the post office, where I purchase tracked shipping and leave for delivery at the desk.  I have all valid shipping tracked numbers, but I show 75% on star seller staus...so never get it.  How can purchasing through etsy count 100% of the time with no proof it was even taken to the po and direct po not?! Feels really unfair. 

[MeekotheMarmoset]

Hello!  I am having the SAME issue.  How did you resolve this??