Order not showing in my shop, buyer has a screenshot of the order, how do I contact Etsy directly?

[#1]

I have searched the forums on this, but most of the messages are now archived.

I have a lovely lady asking about an order, but it doesn't appear in my shop system at all. I've never had that before!  

She has an order number which doesn't appear anywhere, and a screenshot of the order as placed.

I cannot work out how to contact Etsy directly, the help system sends me round in circles.  There must be some humans in the system who deal with such things?

How can I find her order and get on with fulfilling it? I hate letting customers down!

Thanks in advance for any advice ☺️ 

[RamleyPress · Accepted solution]

Thank you all for all of your help.  I used the chat link, and within 5 minutes we had established that the customer had indeed tried to place the order, but the transaction had failed.  I will go back to her now and see if she still wants the item.

Phew.  Instinctively I wanted to make sure that I wasn't letting the client down, so I'm glad I checked!

[MorningCreekFarm]

I have a similar situation. Where did you find the chat link?