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Why Can't I Open a Case?

On Etsy, buyers have a limited time frame to open a case if they have a problem with their order. The case eligibility window varies depending on when you placed your order.

To see how long you're eligible to file a case, check out this table.

If you don't see the I haven’t received this item or Item isn’t as described links for the order on your Purchases page, it may be too early or too late to file a case.

Keep in mind that the Etsy app is not currently optimized for filing a case. You can still open a case by signing in to your account from a non-mobile computer.

Note: At this time items purchased in person via the Sell on Etsy app are not eligible for cases.

Case eligibility

Once eligible, buyers have 100 days to open a case.

Case eligibility is calculated by the processing time + estimated shipping days. 

The processing time is the length of time between when an item is ordered and when it ships. Sellers can add custom processing times to their listings to help give you a clear expectation of when they'll ship your items.

For items without specified processing times, Etsy automatically gives the order a 5-business day processing time.

Learn more about processing times.

Shipping days are based on where the order is going. If the buyer and seller are within the same country, it's an estimated 4 business days. If the buyer and seller are not in the same country, it's 10 business days.

You can see the shipping dates on your Purchases page by going to You > Purchases and reviews.

Note: If the seller marks the order as shipped early, Etsy will adjust the estimated arrival date and recalculate your case eligibility.

Please know that purchasing a shipping upgrade does not affect the order’s case eligibility date.

Once the option to open a case expires, it can’t be reinstated. If you haven't already, please contact the seller directly via Etsy Conversations to work toward resolving the issue.

For more information about case eligibility, contact Etsy Support by clicking the link at the bottom of this page.

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