Why Can't I Open a Case?

If you can’t open a case, it may be too early or too late to open a case for your order, or you ordered as a guest. Generally, you can open a case after your order estimated delivery date. After this date, you have 100 days to file a case. Learn more about when you can open a case.

If you ordered as a guest, you first need to claim your order. Then you can open a case.

Learn about Etsy’s case system.

I need to report a problem with an order now, what can I do?

You can report a problem to the seller at any time. The seller should be able to to solve most problems with your order.

What’s the estimated delivery date for my order?

To find the estimated delivery date for your order:

  1. On Etsy.com, click You.
  2. Click Purchases and reviews.
  3. Locate the order that you want to open a case for.
  4. Next to each order, you’ll see Leave a review or report an issue on [date]. The date will vary depending on when you placed the order, what the processing time is, and where it’s dispatching from.

After this date, you have 100 days to open a case with Etsy. Once the option to open a case expires, you can’t open a case.

Before opening a case, contact the seller to work towards resolving the problem. Learn more about Etsy sellers.

How is my estimated delivery date determined?

Your estimated delivery date is determined by the order’s processing time plus delivery time. This varies by how many items you ordered and how they were dispatched. 

What happens if I purchase a delivery upgrade?

Purchasing a delivery upgrade doesn’t affect an order’s case eligibility date, but it may affect the order's estimated delivery date. If you purchase a delivery upgrade, your original estimated delivery date determines your case eligibility.

Learn about how the estimated delivery date is determined for different processing and delivery times: 

Situation

Eligible timing for opening a case

If the order has delivery tracking

You can open a case as soon as your order is marked as delivered by the carrier.

Ordered one item with a specified processing time

You can open a case once the longest time in the processing time for your item, plus delivery time, has passed. If the processing time for your order is a range, like 3-5 business days, the longest amount of time is used for case eligibility. In this case, we use 5 business days.

Ordered items with different processing times

You can open a case once the longest processing time for your items, plus delivery time, has passed. Your ability to open a case for that order will be based on the longest processing time.

Items without specified processing times

You can open a case once the 5-weekday processing time, plus delivery time, has passed.

If the order is dispatched domestically

You can open a case once the processing time plus an additional 4-weekday delivery time has passed.

If the order is dispatched internationally

You can open a case once the processing time plus an additional 10-weekday delivery time has passed.


For example: An item’s processing time is 3-5 days, and is delivering within the US. You order the item on 1st September. You can open a case on 9th September. This includes 5 days for processing time and 4 days for delivery time from the day your ordered this item.

If your order is from a seller who is suspended from selling on Etsy, you may be eligible to open a case before your estimated delivery date.

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