@GlennDandR : There have been quite a few threads in this forum where it appears that messaging was muted in error. You can try to contact support via https://help.etsy.com/hc/en-us/requests/new?segment=selling or you can open a support ticket through Dashboard > Community & Help > Contact Us
Often the first response you get from customer support is an automated reply meant to weed out the people who contact support over common issues that can be easily solved.
Every eMail from Etsy support should have a link something like "I Still Need Help". Click on that link in each reply from Etsy (or actually reply stating that you still need help) to keep the report alive otherwise Etsy will assume that it is resolved. You may have to do this innumerable times, before anything is done but do not give up. DO NOT open a new issue or contact Etsy multiple times about the same issue (doing so appears to close the one you already opened and puts the new one on the bottom of the pile).
On actual orders, the buyer's eMail address is included so you can contact them that way/
