Buyer purchased item but I can not see it?

[NolandJewelers]

I made a custom listing through the convo system, the buyer says she purchased it but I don't see that on my end.  She says it shows on her credit card as being purchased but did not receive a confirmation from etsy.  She is using apple pay.  She has tried to purchase it twice, same results both times.  I can't ask her to do it again, but I don't see the sale anywhere?

[SewInspiredByJapan]

If  you can't see it, the order does not exist.  Not familiar with apple pay; payment may be pending and once it clears you will get order.

[NolandJewelers]

Next day still don't see it, so strange...

[NanaLetha]

The payment might still be pending.

[NanaLetha]

@NolandJewelers  - Did you get an email from Etsy about the sale?

[bradgoodell]

If she didn't receive notification from Etsy, and you haven't received notification from Etsy, there is no sale.  Likely your buyer missed the last confirmation to complete the sale.  What she is seeing on her credit card is the hold, which is holding those funds for the sale to complete.  If it doesn't complete within 10 days, the hold drops off.  

[PressedByZahra]

Same thing has happened to me!!! 
customer messaged me about a order they placed today even sent a pic of the order they placed and my shop name next to it 

they Insisted that they have ordered and the money has been taken from their bank

but they didn’t receive a confirmation email nor have I, they contacted Etsy support and they said there was something wrong with MY email and that I’m not accepting the order 

the more I think about it the more it seems like a scam 

[SugarTaffySoap]

Contact chat support!  Here is a link to initiate chat or email.

[NolandJewelers]

She reordered today using a different payment method.  Not really a solution for if there is a bug but I am good for now, hopefully it doesn't come up again!