Order problem

[BHcarbon]

Hello,
In short, the customer ordered the product (return shipping) and paid €9.
Etsy took the money from their account but there was no order.
The customer only has a bank statement that the money was taken from their account and no confirmation that the order was placed.
What can I do?
I have already sent the package because I don't think it's fair that the customer has to wait if the item is exchanged.

[CraftyCornishMaids]

If you have no order, then the payment has not been processed, it could have gone from their account, but there has been a problem processing it, and it may clear, and it may not.

It was your risk to take, if you do something before a payment has finished processing. These things are not instant
- I don't do anything, until the payment is cleared, and I have the order, paid, in my Etsy account

[CarpetCollectionAU]

I think, from your post, that the Order was actually a Shipping Cost for a return and exchange Order. You mention Euro 9.00 and Return and say you have already sent the item as it is unfair "that the customer has to wait if the item is exchanged".

 Did you set up a Listing for the additional Shipping to send the exchanged ring to the Customer?

How did they pay you? 

[BHcarbon]

Hi, yes i have listing for return shipping for exchanged rings.

This listing was working recently.

[CarpetCollectionAU]

Good. I think I understand your situation now. I can see the "Return Shipping" Listing in your Shop.

It has only one "Available" and it is in one person's Cart.

It looks like the Buyer has carted the "Return Shipping" isting but has not completed Checkout?

Unless you have 2 people returning items, I think the issue may be that the person who returned the item has not actually successfully completed Checkout for the "Return Shipping" on their Returned and Exchanged ring.

Perhaps, you can send them a Link to the Listing and ask them to pay again? You will refund if, in fact, they have paid twice. Or you can just wait to see if the original EURO 9.00 was returned to the Buyer and, when it is, ask them to pay again.

If they trusted you to do the exchange, I can see no reason why they would try and decieve you about the "Return Shipping" payment.

But, sometimes, these things do happen and, unfortunately, as you sent the exchanged ring before the payment for shipping was recieved, you may just have to pay the EURO 9.00 and take the loss.

I think your Listing for "Return Shipping" is working OK.