@SOLOBOLOS - There should be the option to Cancel & Refund all in one step. If available, try this.
And of course there's the usual tech stuff, clear cache, etc.
Note sure, but if you're trying to use your phone/Etsy app, try a computer.
To avoid a 'late shipping' penalty if you can access the order you can bump out the "ship by" date on the order. You can do this once. So you'd want to extend it out as far as possible.
However, if you do this, the Buyer will receive an auto-generated email from Etsy advising them of the change in date. So you would definitely need to contact your buyer to let them know that your are trying to cancel their order; that Etsy is being glitchy & you are trying to cancel & refund the order. Be prepared, this can open an entirely different can of worms.
Do keep trying to contact Etsy - Shop Manager - Community - Contact Us - Seller Help - Pick Best Option - Use the 'I still need help' option.
Maybe you'll get lucky & have the call back option open, chat might be able to help (chat is contracted out) or you'll finally be able to send an email.
For email help requests, send one & if a generic response solves nothing, be sure to reply to that email, that your problem is not resolved.
