Order shows on dashboard, but not in Orders

[VerdinHair]

My Dashboard currently states that I have an order from July 9th, it shows I have a matching amount of revenue and the item listing's stock amount has been updated to reflect that I have an order. It also shows up in my weekly Etsy recap email.

However, the order doesn't show up in my orders so I don't know who it's for, the revenue doesn't show up in my finances, and I did not receive a notification that I got an order.

Weirdly, I also received an email this morning to my personal account from someone asking for an update on an order that they paid for.

Has anyone encountered this issue or know what's going on? It feels like a scam, but then why does it say I actually have an order in some places?

Thanks for the help!

[TheVintagePineapple]

Did you check the 'in progress' page on your order section?  It could still be pending.

You're a new seller, so it could possibly be a scam, especially since the 'buyer' sent you a regular email rather than ask thru Etsy messaging.   Does the email message give you an order number?  Does it match your order number?

Hold off on doing anything.  That order might disappear soon.

[Amaradorn]

@TheVintagePineapple the 'In Progress' section is for orders which are being processed by the seller. I put my orders there after I've packed them but before they have been dispatched. It's not for orders which have not finished processing by the transaction provider - those shouldn't even be showing in the account yet. 

[TheVintagePineapple]

@Amaradorn I'm very confused today because of another OP currently going on!  I have to stop reading that one.  It's too late to edit my first post tho.

Yes, you're right.  It would say 'pending' on an open order that hasn't gone thru yet.

[audreytherese]

From what we can tell, scammers have been placing legit orders that they know won't pass security checks and get cancelled, usually before the order email is sent. Normally they are removed quickly, so having it stick around a couple days is the only thing about your situation that doesn't follow the normal path of the scam. Because they get your direct email when doing this, that explains why you would have received a direct message (and likely why they are doing this, to avoid detection within Etsy's messaging system). 

[ChillwolfArt]

@VerdinHair  Hi, There is an infestation of scammers here unfortunately. Etsy catches some, but way too many are still getting through (for the last 2 + years). When you have a LEGIT Order, it will appear under "Orders" (Shop Manager). It will also show in your Payment Account. If it's not in those places, the Order isn't real. 
Also, should you get an Etsy Message which claims to be from Support or "Staff", if it does not show in the From Etsy Folder, Mark as Spam ("Report" at the top of Messages); just so you don't get dinged for Star Seller.

Hope this helps. Best Wishes.

ETA: With our Etsy Messages, we also get an email pertaining to those Messages. So never click on links within the email (or Message for that matter). I don't even click onto Tabs that are in legit Etsy emails (Marketing, for example), or "Learn More". No tabs or links. I go to the site.

[Amaradorn]

I bet it's a scam. The first email is to engage you. The next one will ask you to click on a link to verify the sale. Never click on links in unsolicited emails or messages.

You can check the sender's email address against your open or completed orders to see if it's a legitimate past buyer. Otherwise the buyer (if legit) will have to contact Etsy support themselves because there nothing a seller can do about an order they haven't received.

[ButterflyFeetDigital]

Etsy does remove or cancel orders when the payment does not go through.

Scammers tend to target new shops.
Things to read:

https://community.etsy.com/t5/Announcements/Protect-Your-Account-From-Scammers/m-p/143158945#M1882

https://community.etsy.com/t5/Managing-Your-Shop/How-to-Spot-a-Scam-No-a-Buyer-Doesn-t-Need-Your-Ema...

https://community.etsy.com/t5/Announcements/New-From-Etsy-section-in-Messages/m-p/143722497#M1899

https://help.etsy.com/hc/en-us/articles/360000343128-How-to-Handle-Spam-and-Suspicious-Messages

[ZenCatPottery]

Etsy is probably verifying the financial/payment information from this “customer.”  As others have stated above, this is a ploy that scammers have been using over the past few years.  
You should wait until the sale shows up under orders before you ship anything.
I would reply to this message as if this was a true customer (because it might be) explaining that you are waiting for Etsy to verify their payment information and are not able to ship your item until Etsy puts their payment through.  if they object, tell them that there is nothing you can do about this, which is true.