Fraudulent order still in dashboard

[ImperiumShaving]

I got two razor orders a few days ago. Payment from only one showed up. I waited a day put still only payment for one razor in my dashboard. After two days I reached out to Etsy support and they said to give it a day and it would reset. On the third day (still only one payment showing) I contacted support again. This time they said one of they order was flagged as fraudulent and that is why I don't see the payment. That made sense. They couldn't tell me which razor but said it would disapear from my queue that day. Is now day 4 and both orders are still there. I HAVE to start making these razors to get them out in time but don't know which one the bad one and further why is it still in my dashboard if it was fraudent? Why hasn't it been removed after 4 days? I've contacted support twice with no clear resolution what do I do next?

[GroundZeroCreations]

I have never heard of something like that happening. Were these orders for the exact same thing? Normally, the payment is approved before you even see the order. If I were you, I would just cancel both orders to be on the safe side. You could include a message to the buyer(s) when you cancel. Maybe something like this:

Thank you for your recent order. I’m reaching out because there’s been a technical issue on Etsy’s end involving duplicate orders, and I’ve been advised to cancel both for now while they sort things out.

This isn’t a reflection on you or your order specifically—Etsy has been unable to clarify which order was affected, so out of caution and to avoid any fulfillment issues, I’m temporarily canceling both to prevent complications with payment or shipment.

You haven’t been charged, and you can place your order again if you’d like.

Thank you so much for your understanding and patience!

[JJewellerySuppliesUK]

This sounds weird.  I have never heard of this happening before. 

Check your Payment Account and you will see which payments you have received.  Click on the Order number and it will say at the bottom "Paid by Etsy Payments on (date)"  .  Whichever one says this is the one that has paid. 

[audreytherese]

I once had a buyer where their phone froze as they were checking out. The order showed, but with payment not processed. Since we didn't know how long it would take to resolve one way or the other, support told them they just had to wait and see, the buyer and I agreed that I'd create a second listing so they could purchase again (it was a OOAK item). If the original order eventually finalized, I would refund it. It never did, but it took at least 5 days before it disappeared from my orders page. 

[ImperiumShaving]

OK thanks for the advice. On my end both orders look legit and it's starnge the first etsy support didn't tell me one was fraudulent. I don't want to cancel them both because I would lose a lot of money on the legit sale. Is there a way for me to get a solid answer?

[BagmakerSupply]

@ImperiumShaving:  The payment information on your Payments page will include the order number of the successful payment.

[audreytherese]

The only way to get a solid answer is to wait. Wait for it to either finalize or wait for it to be removed.