Customer ordered and paid now they have a “not a valid user Id” and I can’t complete the order.

[BoundInPleasure]

a Customer ordered and paid and they contacted me saying they have never bought any products on this site for 3 years and now they have a “not a valid user Id” and I can’t complete the order. 

do I give a refund??

I don’t know how to contact Etsy as this is not in the help section. 

[HazelsSewingSupplies]

Are they saying they didn't place the order?  Your post isn't very clear.  Is the order still showing on your orders page?

Not sure why you can't complete the order.  The order has to be there for you to cancel and refund.

If they didn't order it and you can, cancel and refund.

[FallenAngelBrass]

I would cancel and refund and get out of that vortex ASAP. 

[BoundInPleasure]

Order is still there. They contacted me and said they did not purchase even though money had been deposited. Now I  Can’t complete as the user is no longer available so I can’t see postage details. 

[HazelsSewingSupplies]

If the order is still there the shipping label is still there, but that's immaterial - if they didn't order, issue a refund and be sure to cancel also to get your fees back.

[BoundInPleasure]

No shipping order just a error message when I click on the order

[HazelsSewingSupplies]

Not sure how you are going to refund if clicking on order gives an error message.

[artbyjocelyn]

It may be some sort of credit card fraud thing. I'd maybe not refund and cancel yourself, as that could be part of the fraud. It may be best to contact Etsy regarding this transaction, as it may very well end up cancelled by Etsy anyway.