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 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 the Your Account icon.
  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 shipping 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 toward 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 shipping time. This varies by how many items you ordered and how they were shipped. 

What happens if I purchase a shipping upgrade?

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

Learn about how the estimated delivery date is determined for different processing and shipping 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 shipping 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 shipping 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 shipping time, has passed.

If the order is shipped domestically

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

If the order is shipped internationally

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


For example: An item’s processing time is 3-5 days, and is shipping within the US. You order the item on September 1. You can open a case on September 9. This includes 5 days for processing time and 4 days for shipping 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.

Was this article helpful?

Still have questions?

Contact support