Why is my Etsy “not delivered” case still open if tracking shows delivered?

Hi! If the Etsy label was bought through Etsy and the order’s tracking on Etsy already shows Delivered, you’ve basically done the main “proof” Etsy needs for a not-delivered case—so when one stays open for days, it’s usually just because the case got routed for manual review (or there’s a tracking/display glitch on Etsy’s side), not because you’re missing something.

A few things you can do to help move it along (without overcomplicating it):

1. Reply in the case log (not just Messages) with the key facts.
   Keep it short and factual, like: shipped on time, Etsy label used, tracking shows “Delivered” on (date), and it was delivered to the address on the Etsy receipt. If you can, paste the tracking number and the delivered date/time exactly as shown.

2. Upload simple “proof of delivery” as an attachment if the case allows it.
   Even though Etsy can see the tracking, a screenshot of the carrier page showing Delivered (with the tracking number visible) can help if their system isn’t “reading” the scan correctly.

3. Don’t fight the “Add tracking” error—work around it.
   Since the label was purchased through Etsy, the tracking is already tied to the order in the cleanest way. That “add tracking” box sometimes throws errors when tracking already exists, when there are multiple packages, or when Etsy’s case page is being buggy. If you still want to try:

• Try on a desktop browser (not the app), and try an incognito/private window
• Clear cache or switch browsers
• If the order has multiple packages, add it under Orders → Completed → Add a package (not from inside the case page)

1. If Etsy asks for anything, answer within 2 days.
   Sometimes they’ll ask you to confirm details in the case thread. Just respond promptly there so it doesn’t stall.

As for your shop: Etsy’s own guidance is that an occasional case opened against a seller doesn’t negatively impact the shop by itself. That said, I’d still take every case seriously—because patterns of repeated cases, slow responses, or policy issues can affect shop standing over time. One open “not delivered” case that already shows delivered is unlikely to hurt you while it’s sitting there, especially if you’re responding professionally in the case log.

If you tell me the carrier (USPS/UPS/FedEx, etc.) and what the delivery scan says (mailbox/parcel locker/front desk), I can suggest the best exact wording to post in the case log to speed up the review.