Never notified I had an order

[#1]

I had an order placed in my shop on Sept 30th. But until I saw a deposit into my checking account today I never knew the order had been placed! I never got any emails or notifications from Etsy about an order being placed. I have tried to co tact someone about this to no avail! This is the only place I have found that even has a place for me to write anything about it! I click on customer service links and they just keep going in circles! I need to refund this order since clearly they bought from someone else but it doesn’t give any options where Etsy is the reason for the refund, because it never notified me that I had an order pending! So I not only lost out on my very first order but now I am out money and have to refund their full amount while Etsy gets to keep their fees and % of the deal! How is this even right?? Can anyone direct me to the actual customer service team? I need to know what to do about getting this lady her refund. 

[NanasCreations35633]

yes the customer was very understanding and I gave the full refund to her and she was happy. 

[irmaKdesigns]

@NanasCreations35633 you say "So I not only lost out on my very first order..."

but your store front doesn't show you had any sales. Where do you see this sale on your dashboard? Be careful of scammers asking you to refund outside of Etsy.

[TheVintagePineapple]

@irmaKdesigns The OP did have one sale showing when she first posted.  She was advised to cancel it and did so.

@ChantillyAvenue 

[ThePurplePuppy]

@irmaKdesigns 

The OP originally posted 2 days ago. I wonder if she has now cancelled and refunded would the "sale" go away on her shop front? I admit I have no idea if this happens as I have never checked when I cancelled something

Now, I'm curious about that.

[ChantillyAvenue]

@irmaKdesigns 

I noticed the same thing.

@NanasCreations35633 

Unless the order was from a different shop (if you have more than one), you don't need to refund anyone, because you haven't gotten any orders yet.  You say the money was deposited in your account.  I would call the bank and verify it's actually there and who issued the deposit.  Also, check your transactions.  It could be that you received the order and Etsy canceled it, but you'd see that on your shop payment account page.  If they canceled the order, they'll charge it back to your bank account.  Have no idea if that would reset your number of orders back to zero or not.  Maybe somebody else does.

[ChantillyAvenue]

Thank you, @TheVintagePineapple .  It makes sense now.  No refund required at this point.

[ChantillyAvenue]

@ThePurplePuppy 

I didn't know that one either.  I guess we know now.

[irmaKdesigns]

@TheVintagePineapple that's interesting, the store front usually shows all sales. 

The cancelled ones didn't drop off the sales' count. Maybe Etsy stopped counting cancelled sales.

[NanasCreations35633]

The way I saw the order was because I had a deposit from Etsy in my bank account and I went to my account and I had to search it out to find the order but I immediately found 2 messages from the lady about if it had shipped yet. It’s on me but I can’t change it just have to move forward and stay proactive about checking my page.