Customer received cancellation notice

[MuttsnBones]

Customer received cancellation notice But I never cancelled the order. She sent me a message which brought it to my attention but order shows still open on my end. I have a screen shot of the cancellation sent to her and it’s indeed her order placed through my shop. Is this a glitch? 

[RamenSandwich]

Well, let's work through this: If you didn't cancel the order, and she didn't cancel the order, the only other party that could have cancelled it is Etsy, and that would be because of a problem with the payment source. I suppose there may be a weird delay in the information propagating through the system, so that it hasn't showed up in your account yet.

Is the money still in your account, or has it been deducted?

[MuttsnBones]

the issue is the order wasn't actually cancelled. No refund was issued, order is still open on my end. 

Etsy sent a cancellation notice when an item wasn't cancelled which only created confusion so I was aaking if this is a possible glitch and if others had this issue. never happened to me before in my 11 years on etsy

[michellepatterns]

It's either a glitch or something else is going on. 

When an order is cancelled, both the seller and the buyer receive the cancellation notice by email.  It sounds like you did not receive this email, correct?  

Did the buyer send the screenshot to you, or did you take a screenshot of the cancellation?  I ask because it isn't clear and screenshots can be altered.  That's probably not the case here but you really never know what other people are up to, so if this were me I'd start by asking the buyer to forward the email they received with the cancellation information.

[bradgoodell]

Check the order number.  It could be a glitch, where the order went through twice, and Etsy caught it and canceled the duplicate.  I had one like that.

[DianesK9Creations]

I had one like that. Let the customer know when I was shipping the dog bed. She told me Etsy refunded her money. Order was not canceled by me. Etsy never said it was refunded on the invoice and still open to ship. Order was a couple weeks old. So I never sent the bed. Never received a email from Etsy either, about the refund. Makes me wonder how many customers got a refund and the bed too.