Order Processing - customer account does not exist

[CryzalisMasksUK]

An order from this morning has remained in processing. When I just checked it is still in processing, which seems unusually long, so checked the customers profile.

Uh oh!

Sorry, the member you are looking for does not exist.

There is no option to cancel the order as it has not been paid for, but the mask has been taken out of the inventory of my shop.

Is there any way to have this order removed? 

[BootifulLabels]

Sounds like it was either a scam order (be grateful Etsy got them before you could fill the order and lose on the sale), or there was something wrong with the payment method and it couldn't be verified.  

Wait and see, if the order eventually clears and shows PAID, you will be able to fill the order.  Until then  it is not a sale until the order clears and shows PAID.

[CryzalisMasksUK]

I know it is not a sale as the account does not exist, but how do I remove this from my dashboard? as the listing is not active in my shop whilst it is in the order stage

[BootifulLabels · Accepted solution]

You can't remove it until the order either clears or disappears.  If it stays as it is for more than a day or so, try the Contact Us link and ask them to follow it up.  You could duplicate the listing so that it will be availble for someone else to buy, but if it is a one of a kind item, you take the chance that the current order will eventually clear and then you could find yourself with two orders for the one item.

[CryzalisMasksUK]

Thanks @BootifulLabels 

[CraftyCornishMaids · Accepted solution]

You just have to wait it out, until it fails processing, or is paid,

I have had one take a few days

[mommawhazelsquilts]

Guest buyer?

[CryzalisMasksUK]

No, had a few of them this month and they all say "guest" next to their name

[CryzalisMasksUK]

Will wait it out, thanks 

[PillowDetails · Accepted solution]

It's possible they deleted their own account after purchase, not realizing they could check out as a guest.  Or, as others have suggested, a bogus buyer/card.  Don't worry, your processing time to ship doesn't start until the order goes through - meanwhile, there's nothing you can do but wait.

If it fails, the order will disappear, and the item will be returned as active - you don't need to do anything.

[CryzalisMasksUK]

Thanks @PillowDetails