URGENT HELP NEEDED - Incorrect shipping data has removed my eligibility for Star Seller!

[BelleBrightly]

I have spoken to someone on the Etsy help live chat as my shipping data is showing incorrectly - my latest order for some reason has a "deliver by" date of the day after the order was placed. Order placed 28th July, I have a 3-5 day processing time set and I have purchased a shipping label for this order today, 30th July. This will be showing as late as for some reason the data is saying the deliver by date is 29th. The person on the help live chat can see this is an Etsy automation issue but unsure why this has happened and is also unable to do anything about it. 

This has now put my under the requirements for Star Seller which I was on track to achieve and seems extremely unfair. 

Please can someone help with this? 

[audreytherese]

Sorry, you're just talking with other sellers in here, we can't help you. And unfortunately, Etsy has stated they won't manually fix problems like this within the program, even if it's clearly a problem on their end. All you can do is hope an actual IT person there sees this, finds the root of the problem, and fixes it so it doesn't happen again, either to you or another seller. 

[BelleBrightly]

Hi, thank you I did think that was the case but for some reason they pointed me here to get it resolved! They also assured me I would get a direct response and help with the issue but am assuming that will not be the case either! 

[audreytherese]

I don't know why they do that. It's amazing how much they lie with such ease. Sorry I can't give you better answers, and I certainly wouldn't hold my breath waiting for a direct response that will likely never come. 

[TastefulArtisan]

@audreytherese

Ah...the infamous...

We'll pass it up the line to a specialist.

or however it's worded

Loosely translated as we'll get back to you never.

[audreytherese]

Saying they'll pass it on to a specialist (fully knowing they won't) still isn't as bad as assuring them they'll get a response - which we know there is around a 2% chance of that actually happening. At least when they say they'll pass it along to the specialist the seller isn't anxiously awaiting a response. 

[BagmakerSupply]

One has to wonder if the support people sincerely believe that an issue they have "passed on" will be dealt with by someone (because that is what Etsy has told them) or if they know it is probably going into a digital circular file.

Undoubtedly they have a script in front of them that tells them to say "you will be contacted" or "post in the forum for assistance" and they are just doing what they are told.

[BelleBrightly]

Absolutely gutted! Awful that there is no way of actually speaking to someone about technical issues - luckily I've not had this kind of issue before but it seems very coincidental and certainly makes me question things going forwards. 

Thank you for reeaching out, hopefully someone from Etsy sees this.  

[JJewellerySuppliesUK]

It seems the agents have limited knowledge and capability to fix issues.  However, sadly it is most rare that Etsy changes anything to do with Star Seller as it is fully automated so it might be best to just leave it instead of stressing out trying to sort it out. 

[BagmakerSupply]

@BelleBrightly: Unfortunately there have been many glitches on Etsy, and some will negatively affect things like Star Seller. However, remember that for Star Seller it is the scheduled to ship by date that matters not any deliver by date that Etsy may invent. Did you ship on or before the scheduled ship by date that appeared on the order?

In the future, whenever you see that you cannot ship an order by the scheduled ship by date that Etsy has calculated you need to extend that date.

[BelleBrightly]

Thank you for this - I will ship today which is perfectly within the set ship by dates. I have one specific order that for some reason on the data is showing the next day as the "ship by" date instead of the set 3-5 days. This is the only order which has done this and the support chat could see this issue and stated it was an Etsy automation error. 

It seems so unfair there is nothing I can do about this - or any way to even speak to etsy about THEIR error - and has now cost me the star seller 

[AutumnHollowStudio]

Do you use Etsy's shipping labels, or another service?

[BelleBrightly]

Hi, yes Etsy's shipping labels. 

Its the ship by date that is incorrect and causing the issue

[AutumnHollowStudio]

@BelleBrightly  In your shop settings, do you have weekends un-checked for days that you process orders?

[JJewellerySuppliesUK]

You can move out the ship by date yourself so long as it is before the ship by date.  Go to the order, click on the 3 dots and select Update Dispatch Date and change it.  It will automatically send a message to the buyer about the new date and you can write something yourself if you want to. 

[BelleBrightly]

Hi, I don't have the option to Update Dispatch date on the order? I'm looking at the 3 dots for this but the only options I have are to print, cancel or refund? 

The ship by date was incorrectly set as the next day by Etsy automation - it is a technical error all of my other orders are absolutely fine

[audreytherese]

It has to be done before it is due to ship. In your case, you would have needed to catch it on the 28th and changed it before the 29th. 

[BagmakerSupply]

@BelleBrightly: You can only change the scheduled ship by date if the order has not been marked as complete and it is before the original scheduled ship by date.

"... The ship by date was incorrectly set as the next day ..." I wonder if this was caused by the ongoing glitch where some orders 'lose' their processing time and end up negatively affecting Star Seller anyway.

[BelleBrightly]

Yes I do. I have checked the exported data and every order I've had has the set 3-5 working days processing time as it should do, all of these orders have been shipped within this time too. The latest order, received 28th for some reason has the ship by date as the 29th. The support chat could see this was an Etsy automation error, and this error has now made this order appear "late" even though it isn't. 

[TheHomespunLoft]

@audreytherese 

FYI you can change the ship by date at 4:55pm EST on the day you were originally scheduled to ship. I have done it a few times- and it works just fine to do that. 

Someone said the time frame was longer but I don't want to push it to find out. lol

[BelleBrightly]

The order looked no different to any other orders and I knew I was well within the set times, it is only when looking at the star seller requirements today that I saw this on the exported data. The initial reasoning is the tracking information is missing which it isn't, this was what he said was the error and somewhere in the automation the date got changed from 5th August to 29th July (by Etsy!) 

[korbelleads]

On the 3 dots, do you have the 'add a package' option? I made an error on 2 tracking numbers but didn't notice until my Star Seller percentage dropped and it was past the 'edit' option time. I just wanted to supply the customers with the correct tracking numbers so Etsy Help told me to click on the dots, select the add a package option and enter the tracking number - you can also alter the dispatct date by a few days. With in an hour, my SS rating went back up to 100%, which I wasn't expecting. I don't know if it will solve your problem but maybe worth a try?

[BelleBrightly · Accepted solution]

That sounds promising although I still don’t have those options unfortunately! I’ve somehow managed to sort it by adding the tracking number to a second label purchased… not sure how but a relief that my SS is now back to 100% - no thanks to Etsy support I must say! 

[MoonstruckVintageXO]

@BelleBrightly  - you should be able to edit your ship by date if it is before the ship by date.  If it is on the ship by date you cannot extend it.  I understand that it is very upsetting to have star seller status be affected by something that is completely beyond your control and a technical issue, but I don't really think that in the big picture Star Seller has a big impact on buyers choosing to buy something or not.  Many buyers are likely completely unaware of the Star Seller program.  Many posters here on the forum have noted that sales were better when they were not in a Star Seller month.  I hope you can resolve the issue but if you can't please don't lose sleep over Star Seller.  

[BelleBrightly]

That’s really interesting, it was more completely frustrating to have it happened right at the end of the month! It seems I’ve found a semi-solution for now so fingers crossed but thank you for the reassurance!