Urgent Inquiry Regarding Shipping Rate Issue

[PrintMeCustomCo]

I have a client who placed an order on April 6, and the shipment is going to the UK (international, so the TOT is 10-30 working days). Now, Etsy has given me a shipping rate of 80% for this shipment, and when I checked why, it's because of that order, stating it wasn't shipped on time (I checked the report on April 11-12). My concern is why it's immediately at 80% when it's labeled as not shipped on time? The order was placed on April 6, and with a turnaround time of 10-30 days, it's only been 5 working days, yet it's already marked as not shipped on time.

I contacted Etsy, and they first said the carrier that delivered my package wasn't supported, but upon checking, it's supported.

Then they told me it's because the carrier isn't providing updates, which is why my shipping status became 80%. But the status on the carrier's end is "shipment information received." Isn't that considered an update? It seems too early to label it as not on time.

How do you consider it as not on time? What's the point of the 10-30 day turnaround time before delivery if you're already claiming it's not on time after just 5 working days? Or are you saying there's no update from the carrier, even though the status is "shipment information received"? What kind of update do you need to avoid affecting my shipping rate?

[CarpetCollectionAU]

Not all Carriers or Services are "supported" by Etsy. Sometimes, Etsy can even recognize some Carrier classes but not others.

Etsy uses the "Aftership" database to track shipping. Whilst a Carrier may mark a shipment as "in transit" or "delivered" on their own site /system, often this is not recognized by "Aftership".

There is no "update" that you can provide to resolve this issue if it is a case of "Aftership" not recognizing the Postal Service, Carrier or Courier you used or, more frustratingly, some classes of shipping for these.

Edited to add: On Time Shipping metric uses the Processing Timeframe in UTC (not local Shop) time. It looks like you have a short processing timeframe so, even though delivery is 10 to 30 days, if you did not add tracking within Processing Timeframe, then even if "Aftership" recognizes the shipment, it willl be "late" if you missed the Processing Timeframe for Tracking Entry.

[KKbraceletsandmore]

Why any seller cares about Star Seller is beyond me.  YOU know you shipped the package on time, ignore the statement from Etsy that it is "late".

Edited to add:  are you buying shipping on Etsy?  The carrier they use for international shipments ought to be supported.  If you buy postage at the post office, USPS should be supported too.

[CarpetCollectionAU]

OP appears to be a POD Shop so Postal Service / Carrier may not be using Etsy Labels.

Whilst I agree that SSP Rating may be something that one should not get overly concerned with, the fundamental metrics on which it is based, particularly Shipping on Time, are very important where a Shop's Standing and Quality Score are concerned.

It is unwise to advise others to be satisfied that they KNOW they shipped on time when important things such as Payment Account Reserves and Claims of "Not Received" are judged by the data recorded for these.

[KKbraceletsandmore]

Good points, but the OP has not disclosed anywhere on listings or About section that they are a POD shop.  The OP says they are located in the US, but I am beginning to question that too.  Listings say they ship from San Jose, California.

[CraftyCornishMaids]

@PrintMeCustomCo 

"shipment information received" means the shipping label has been purchased, that's all, it does NOT mean it has been given to the carrier, or posted off.

It needs to say at least - in transit

[BagmakerSupply]

@PrintMeCustomCo: "My concern is why it's immediately at 80% ..." It is pure math - total number of orders shipped on time with verifiable tracking divided by total number of orders.

Was the order shipped on or before the shipment date that was on the actual order? That is the date that matters. Has the package been scanned? Sometimes a tracking number cannot be validated until after the first scan is publicly available.

Remember that Star Seller is based on 'shipped on time with verifiable tracking' - in transit time or delivery are irrelevant.

What happens if you click on the tracking number link on the actual order? If it opens the courier's tracking page and shows the scan history then you have proof that the tracking information was entered correctly. If that works and if you also shipped on or before the scheduled ship by date, you should pursue it - while Etsy will not manually adjust Star Seller stats they can, in some cases, fix the underlying data and then the Star Seller stats will auto update (but not retroactively).