Etsy charged customer twice on her credit card and how to direct her to help

[PantryandPetticoats]

I have a customer who ordered an item last week and now says that she has been charged twice for the item. She does not know how to get hold of Etsy, I have told her to contact her CC company and they have told her to get hold of the merchant. I have also searched on the site but don't know how to get them, its so hard now . I believe her claim as this happened also to a close friend who ordered something off Etsy at Christmas and was charged twice and was having difficulty getting Etsy help regarding it . Does anyone have any experience with this? Thanks Dawn

[VintageRescueSquad]

When you're in the Help Center, there is an option to contact etsy either as a buyer or a customer. Let me go find it.

https://help.etsy.com/hc/en-us/articles/115013375488-How-to-Contact-Etsy-Support

At the top left, she should click on "shopping on etsy" and it brings up some options. At the very bottom it has a button to contact etsy if those options don't apply.

Smoetimes when buying online, it looks like you're charged twice, but one will fall off when it goes through.

[Rubycrazycrystals]

This also happened to my customer who managed to contact Etsy to correct it. I believe he contacted customer services.