Buyer order not showing, indicated double payment

[Kawawunga]

Hi Etsy support-- I had a person contact me indicating that they were charged twice through world-pay and they'd like a refund on one of the orders. They provided snapshots of the transactions from their bank account that verified the double charge. The account they used is not showing up as an account who bought from me, nor do I have any of the orders in my list that appear to be from a guest account. I directed them on how to provide an order number but they said that they do not see it but is insisting that they purchased from me. 

I am certain that they are contacting the wrong seller accidentally, but I still want to provide them with a resolution on why it was double charged.

Could I get some assistance regarding this or someone to reach out to the person directly from Etsy support?

[NanaLetha]

No, Etsy will not reply to you in the forums 

[OneMoreGlassOfWine]

You can't refund them. Likely a hold on their card.  Tell them to contact etsy.  There is literally nothing you can do.  

[OneMoreGlassOfWine]

Oops.  They need to contact their bank.  Seems like their payment didn't go through. 

[Kawawunga]

okay-- cool. How you contact *Etsy? 

[Kawawunga · Accepted solution]

Nvm, found it myself. Ahh, Forums are as useless as I remember. 

Anyone searching in the future (if the search algorithm for forums improved that is) it's on https://www.etsy.com/support-and-trust

[NanaLetha]

The buyer needs to contact their bank first.

[UniqueGiftOrnaments]

If it's a problem with their card, they need to contact their bank.