Buyer Opened Case for Missing Order and Etsy Won't Let Me Add the Tracking Number to the Case Log

[ShadyufoStudios]

Hello!

I've recently been in contact with a buyer who purchased an item earlier this month and while the tracking shows it as delivered to their address they say they never received it. They opened a case today but when I try to add the tracking number to the case page it says "Uh-oh, A stitch has gone awry. Try again later." There is a Case Log note about the item being marked as delivered and it is also marked delivered on the "Delivery Status" section so I guess it is at least registering the tracking number from the order page.

I've tried to add it from both the app and web browser with the same results. Just wondering if this is a known issue or if there is something I am doing wrong haha. Never had a case opened before so this is my first time dealing with this. Thank you!

[ZenCatPottery]

Etsy can check the sale and find the tracking number

Or you can add the tracking number in several parts ie 1Z 694 26503 00264 115 (for UPS).

Another alternative would be to state that there is a tracking number but for some reason Etsy's system is not letting you add it, but they can check the tracking number on the purchase.

You can also add a screenshot of the tracking data showing it was delivered.

[ShadyufoStudios]

Thanks for the suggestions! I did include a screenshot of the delivery status and also included the tracking number in the case notes. Hopefully it'll all work out!