Etsy app showing client item shipped, when label has not even been printed

[KirahleyKreations]

Hello! I've looked through all the tech issues but did not see my problem listed and wondered if anyone else is experiencing this issue...

I had a client reach out today asking for tracking information for her order. I let her know the item was still in production and I would update the order with tracking once it was mailed. She then shared a screenshot of her order from the Etsy app and it clearly says at the top "Shipped" with an estimated delivery date.

I have no clue why it would show this to her in the app or otherwise... Her purchase is still active on my current open orders list, and on my end while in messages it shows "not shipped" in the top right corner.

I can certainly understand her frustration and this would definitely be confusing for any customer. Is this a new glitch? Has anyone else seen or heard about this happening? Thanks for any insight! 

[GlassyFields]

That's a new one and very weird and worrisome.

Any chance she has your shop mixed up with another one that she also ordered from?

[KirahleyKreations]

Yes I agree it's worrisome... My item is unique so it can't be confused with another shop. But she also shared a screenshot with me of what the app shows as "shipped".  

[TBQSC]

@KirahleyKreations --

Did you &/or the buyer also check the status on a PC/laptop?  Sometimes the app is glitchy and show shows things differently ... and this definitely a major glitch!  But if your buyer can also show you the exact SAME thing via PC/Laptop browser (NOT cell phone browser!), then I would contact Etsy and show that proof to them ASAP!  Otherwise, if the browser view shows exactly what you show within your shop manager (not shipped yet), then this will prove what exactly is happening!  Good luck!

[KirahleyKreations]

@TBQSC 

Thank you for the suggestions. My Etsy Seller App shows her order is still active on my open orders list. My PC shows the same thing, so everything is good on my end.. I've asked the client if she is able to view the order on a PC/laptop to see if it's still showing as shipped but I have not heard back yet.