Site error when clicking into the "Contact Us" tab

[ScrimshawLeatherwork]

I have someone who purchased an item and is asking to cancel the order because they are unable to make payment. The order in "my orders" is not showing the option to cancel the order in the drop down menu. So I have gone to the help tab and click contact to speak with someone about this issue and the etsy site re directs me to an error page that says

"Whoopsie!  Etsy just had a hiccup." 

Here is the link to the error page that etsy redirects me to.  https://www.etsy.com/sso/zendesk/aHR0cHM6Ly9oZWxwLmV0c3kuY29tL2hjL2VuLXVzL3JlcXVlc3RzL25ldw==

How do I get in contact with someone to resolve this issue?

[NanaLetha]

You must first refund, then cancel.

[JMOldeVintage]

@ScrimshawLeatherwork - Is the order confirmed, that you could ship it?
Or is Etsy indicating that the order is still processing?

Since your buyer mentioned they were unable to make the payment, possibly they received notification from their credit card that they didn't have the funds available? However, Etsy's payment processor may still be trying to process the order - though eventually they will give up & the sale would be cancelled by Etsy.

If the order is shown as "processing" you cannot cancel & refund the buyer since there is really no money to refund them - your shop has not received any funds from the sale.

Note that Etsy will still show the item as sold even when the payment is still processing. They don't want the listing to be sold out from under the first buyer.

Also, off topic but do finish setting up your shop - add shop policies. This is very important, especially if the shop owner ever needs to use any of Etsy's seller protections:

https://help.etsy.com/hc/en-us/articles/115014372467-How-to-Set-Up-Your-Shop-Policies?segment=sellin...

[PrimFun]

Is the order processing?  If so you cannot refund/cancel until the order is paid for.  Even then the funds don't appear available in your shop for some 12 hours.  If you don't have funds in your shop payment account, your card will be charged.

It may be a system issue for some about contact us, but usually it's the device used.  Reboot, clean out cache, use a different browser, run utilities.  

[CappuccinoLace]

Cancel doesn't exist on the app FYI.