Issue Locating an Order

[PRISMATICMETAL]

A customer messaged me regarding the status of their order, and i requested any information such as shipping address, name, order date, and item ordered.

I cant seem to find any order from this customer. I am not sure how to proceed and Etsys FAQs and Support center are utterly useless.
Anyone know who I can contact for assistance here?

[EccentricHandbags · Accepted solution]

They likely have you confused with another seller if you have no record of a sale.  This happens often enough.  There is nothing you can do except maybe try to guide them to the record of their purchases on their buyers account, if you want to take the time to try and do this.  

[NanaLetha]

The buyer may have you confused with another seller. 

[CatsBeadKitsandMore]

If the sale is not showing in your payment account, sold listings or sold orders then there is no order. The customer might have your shop mixed up with another one. Can she send you a screen shot of the purchase receipt? I would tell her you have no order from her and that you can't help her.

[PillowDetails]

@PRISMATICMETAL   Tell them how to locate their order - under their YOU profile.  One thing that can happen, with certain payment methods a Buyer may use, such as Paypal, has you login to PP, and then requires you to return to Etsy to finalize/complete the sale.  Sometimes a Buyer forgets that final step.