Why is my Etsy not-delivered case still open when tracking shows delivered?

Hi! If the tracking truly shows Delivered (to the buyer’s ZIP/city and ideally “delivered to mailbox/parcel locker”), the case usually closes once Etsy can “read” that tracking inside the case system—but sometimes the case page doesn’t automatically recognize tracking that’s already on the order (wrong carrier selected, unsupported tracking format, or Etsy just hasn’t synced it yet). The fastest way to move it forward is to re-add/confirm the tracking in the way the case is asking, and then reply in the case log so an Etsy specialist can close it.

Here’s what I’d do, in order:

1. Post a clear reply in the case log (not just Messages)

• Keep it short and factual: “Tracking number X with Carrier Y shows Delivered on (date) to the address on the Etsy receipt. Please close the non-delivery case.”
• If there’s an “Add tracking” button/field in the case, add it there even if it feels redundant.

1. Re-enter the tracking on the order so Etsy recognizes it
   In Shop Manager → Orders → find the order in Completed:

• If you can still “Edit tracking,” confirm the carrier dropdown is correct and the number has no spaces/extra characters.
• If you can’t edit (or Etsy isn’t “seeing” it), use Add a package and enter the same tracking again with the correct carrier. (This often fixes the “case page still prompting for tracking” issue because it creates a fresh tracking entry Etsy can parse.)

1. Double-check the tracking is “valid” in Etsy’s eyes
   This is where cases get stuck:

• If you used a carrier/tracking type Etsy doesn’t support well (or a third-party tracking link), Etsy may keep prompting for tracking even though you see it on your end.
• Also, some “letter/flat” tracking services show delivery in a limited way. Etsy may still need manual review.

1. Give the buyer the standard “delivered-but-not-received” steps
   You don’t need to argue—just provide next actions:

• Ask them to check mailbox/parcel locker, household members, building office, and neighbors.
• Suggest they contact the local post office/carrier with the tracking and request GPS delivery details (many carriers can confirm the delivery location).
• If it’s USPS, they can also request a missing-mail search, but usually the local post office is step one.

About your shop’s standing: an open case by itself generally isn’t what hurts you—what matters more is whether Etsy ends up refunding from your Payment account and your overall case rate/customer service stats. So the best protection is (1) respond quickly in the case log, (2) make sure tracking is attached in a way Etsy can verify, and (3) don’t ignore any follow-up questions from Etsy if they ask for more info.

If you want, tell me what carrier you used and whether the label was bought on Etsy or off Etsy, and I can tell you the most likely reason Etsy is still prompting “add tracking.”