Unfair customer service stats for September

[InfinityEngine]

Hi, I totally appreciate your customer service stats system, but I believe due to the lack of options to send parcels and letters to the US during September, I would like a review of our customer service.

Our customer service stats were down last month because of the lack of ways to send items to the US, (73% on time) due to the implications of tariffs on goods  being sent to the US.

The Royal Mail only got their system properly working after a the first few weeks of September, for parcels and for Large Letters they still do not have a system in place, we have found a work around, but this took a lot of back and forth with the Royal Mail. Etsy did not have any system to send to the US for all of September that did not cost four times what Royal Mail charge us!

Even with the work around, to send a large letter to the states takes ten minutes as apposed to less than thirty seconds with our normal Royal Mail Click and Drop service. Sending hundreds of items to the states has and still is a pain. Etsy punishing us for this problem compounds the issue.

I'd like a review of our on time postal stats with this in mind, normally we do well over the 80% needed.

Having a black mark against us for the whole month is far too punishing, for something that was out of our hands.

Our company is InfinityEngine, I hope you can help.

Thanks

Richard

Infinity-Engine

[PrettyAndPracticalB]

I’ve been trying for some time now to get all my badges… I don’t have even one, despite ALL my percentages being on 100%. I thought if I’d got more sales, it might finally register. Beginning of October… annndddd nothing, despite nearly 30 sales. 

[BagmakerSupply]

@PrettyAndPracticalB : On October 1 when the Star Seller was calculated and awarded, was it more than 90 days since your first sale?

[JosephineBowDesigns]

Royal Mail have had a system since late Aug for Letters and L Letters, you can purchase using personal click and drop or at a Post office

[InfinityEngine]

Yes you can use the normal 'Send an Item' via the royal mail, but this take ten minutes per item to process. The Click and Drop professional systems takes us less than 30 seconds per item. We have a lot of post going out everyday, four or five sacks of post, quite a lot to the States, so using the basic system is not that useful.

[BagmakerSupply]

@InfinityEngine : While we can sympathize with your situation, undoubtedly Etsy will take the position that you had options - to extend the scheduled ship by date, to use a different courier, or to cancel the order. 

"Our company is InfinityEngine, I hope you can help." 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 moderators do sometimes read and reply to posts). At best, one of the Etsy moderators may see your post and forward it on to a specialist team. If that happens, please come back and let us know the resolution.

To contact Etsy try https://help.etsy.com/hc/en-us/requests/new?segment=selling or https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_sell_offsite_ads-callback or you can open a support ticket through Dashboard > Community & Help > Contact Us

[InfinityEngine]

Yes after running round the Etsy help loop, I found they guided me here, obviously its not the right place. I'll try your links,. thanks.

[CraftyCornishMaids]

@InfinityEngine 

I sent Royal Mail on 26th August before the tariffs, and their systems were back up and running on 29th August

I send large letters, Royal mail, click and drop

The post office is currently only sending gifts, but you could have bought everything on the Royal mail website,
and it was , and still is, available as a guest if you did not have an account

large letters and parcels have been going fine, for all of September, they are actually going faster than they were before.... there are loads of posts here saying how Royal mail have been up and running since the end of August, for both large letters and parcels

Not sure what you were doing, but whatever it was, it was down to you, not Etsy or Royal Mail

[InfinityEngine]

Totally understand this, thanks for your time to reply. We use the Click&Drop system, this still has no solution for Large Letters to the US. I have contacted the support team they agree they are still working on a solution. Yes you can use the normal 'Send an Item' via the royal mail, but this take ten minutes per item to process. The Click and Drop professional systems takes us less than 30 seconds per item. We have a lot of post going out everyday, four or five sacks of post, quite a lot to the States, so using the basic system is not that useful.

[CraftyCornishMaids]

my Royal mail click and drop account , not guest, does large letters

I don't have a business account, but I do have an ordinary account, I don't use guest,

[BagatellesFrance]

I used Royal Mail to send a package to the US and was very impressed with their service and the rapidity with which my package arrived (posted Wed 22 Sept, arrived with customer Weds 29th) I did it all online here in France  (with correctly applied French tariffs, I hasten to add) and was fortunate to be able to send it via a family member returning to the UK. 

I wish La poste would get their skates on and provide a similar service!

[TheButtonista]

Ive been sending large letters via Click and Drop since 10th September. Initially they were only doing parcels, but they reintroduced Large Letters are a good week or so.

If you've still been accepting orders from the US with no way to ship them, then that's on you I'm afraid. The rest of us removed the US from our delivery profiles until we were safely able to ship again and therefore haven't sacrificed any service stats.

[PrettyAndPracticalB]

@BagmakerSupply Yes. I just hope I get it November. Fingers crossed! I'm sending you the very best here forward!