Customer showing 2 of the same order. I only see one.

[jerseymaid]

I have a client showing two orders from me for the same item in her purchase history. I only see one open order from her. She sent me a screenshot so i see it’s accurate. She made multiple purchases from different shops of which i am one. Does anyone know why this would happen? 

[GlassyFields]

Any chance that on one order the payment did not go through ... in which case you wouldn't see an order but she might. She should be able to verify with her credit card company what she paid for and if she paid for both maybe a refund from her credit card company is due.

[JJewellerySuppliesUK]

Check to see if the order numbers are the same, check the timestamps or ask the buyer to provide them.  It could be a new sophisticated scam.  There is nothing you can do about it if you don't have any outstanding orders though.

[jerseymaid]

Thanks didn’t think of that. I’m asking 

[bradgoodell]

Screenshots can be faked, but mistakes can also be made during processing.  If it is an accidental duplicate, you cannot fix it anyway.  Your buyer will need to contact Etsy.  You cannot contact Etsy, because it isn't your account that was charged.  It was hers, and Etsy will not discuss her account with you.  

Good luck, I hope you can get this resolved quickly.  

[jerseymaid]

Thank you. I told her to check her card and if there are duplicate charges to contact Etsy support as i do not process payments. 

[Majidesigns]

I would like to chime into this as it just happened to me. Customer sees duplicates, I do not and my account supports that. 

[ModAngie · Accepted solution]

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