I'd try to find some help with Etsy support. I know, that's like finding gold in your back yard, but it's probably the only way you'll get it fixed. There were others reporting this earlier last week, and I've seen it on forums often. If this is a repeat customer I don't see that they're trying to scam you in any way. Just explain to them that you're trying to find out what's going on and apologize for the inconvenience. Your decorated cookies are absolutely gorgeous. I wouldn't want to eat them they're so pretty. I've tried and tried to make my cutouts look like yours and I failed miserably...it's a true art.
Hope you get this fixed, just keep circling in the Etsy help and see if you can find a human. If you can find the call back thing, I've used it and they did call back within minutes, they might be able to direct your problem to the right people. I'm totally mystified by how poor Etsy's customer service is. How they get away with it is beyond me. It's a terrific selling site, with a huge following, so it's a shame that they don't have a customer service that works. I'm sure they lose business because of it. Good luck.
