A customer placed an order and paid twice, but she said it doesn't show up in her purchases

[BetseysBeauties]

Is the customer telling you she paid twice? Based on what? If it's her credit card or debit card/bank statement, it is highly possible the "two" charges are actually one: 1. the "hold" and then 2. the actual payment going through.

Some financial institutions process this way. The "hold charge" will drop off pretty quickly. 

If she ends up with two actual charges and you have only one purchase, she will need to contact Etsy and/or her financial institution. Neither of them are permitted to deal with you (or anyone else except the purchaser). 

[nineteen27]

does it show up as a purchase?

have you been paid?

we are not able to charge cards... we never see them.

so she needs to contact etsy.

[BirdMarkDesigns]

The customer said she placed the order, paid and nothing showed up in her purchases, so she tried it again, and still nothing.  What can I tell her to guide her to a resolution, or how to find out about her order. I have not received any orders from this customer. 

[nineteen27]

sounds like her payments are being rejected.

it is why you are not seeing any orders.

but she could still be seeing holds for trying to make the purchase.   

they will fall off.

[ZehOriginalArt]

She has to contact Etsy Help since you cannot do anything about this. You can give her this link: https://help.etsy.com/hc/en-us/requests/new?segment=selling#issuelist_buying_on_etsy

[BirdMarkDesigns]

Thanks everyone! I will message her your solutions!