Technical issue resulting in an order not showing in my account

[HemingKCreations]

Hi all, I am a new seller and I received an email from Etsy technical support to say there was an error and an order wasn't showing in my account and I needed to give my credit/debit card information to receive payment. I am a bit suspicious of this and wondered if this was genuine or not? Thanks, Louise

[ChristmasMemory]

That is definitely a SCAM. 

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

[HemingKCreations]

Thank you for confirming

[OmasFabricStash]

Suspicious is good. If you are going to respond with your information then go to the Etsy site to give them that information. Never reply to the email or message. 
If you got a form in the mail asking for that information would you fill it out and send it back? If someone looks like a worker at the store you were in would you give them your credit card number?  What’s the difference if they send you an email asking for your credit card information? If you wouldn’t give it to a stranger in person then don’t give it to a stranger on line. 

[HemingKCreations]

Thanks for the confirmation - it didn't feel right to me

[Amaradorn]

It's a SCAM!

Mark the message as spam.

[HemingKCreations]

Thank you!

[vintageNCtreasures]

Did you not see a pop up on the message page that if a message was from Etsy it would be in the "FROM ETSY" section on the message page?
If it's NOT there it's NOT from Etsy.
It doesn't matter what that message says or if it says it's from Etsy support, Staff, stuff or whatever else these scammers are using.

Think about it, Etsy can NOT put money on your credit card.  
They only deposit money into your bank account.

Etsy already has your bank/credit card info.
If either needed updated, YOU'D see a notice on your dashboard or finance page.
Etsy would NEVER ask you to give that info through email!

Those scammers want that info to STEAL all of YOUR money.

You also should have had a light orange BOX warning right on the message section about these scams.
BUT if you clicked "OK I got it" without reading the info, then you won't see it again.

There's plenty of info on the help pages about getting paid here.
A MUST read for any new seller before they ever open a shop.

There's nothing that states on the help pages that you have to send Etsy or a buyer your email, your bank/CC info etc to get paid.
Etsy has your email, a buyer NEVER needs it.

[HemingKCreations]

Thank you for your detailed response it is much appreciated

[BagmakerSupply]

@HemingKCreations: It is NOT an order - real orders will show up on your Orders & Shipping page and your Payments page.

It is a SCAM - you might want to read the excellent post by @bradgoodell  in https://community.etsy.com/t5/Managing-Your-Shop/How-to-Spot-a-Scam-No-a-Buyer-Doesn-t-Need-Your-Ema... and https://community.etsy.com/t5/Technical-Issues/Why-do-they-ask-me-for-my-e-mail-in-order-to-make-a-p...

There is also official information from Etsy at https://help.etsy.com/hc/en-us/articles/360000343128-How-to-Handle-Spam-and-Suspicious-Messages?segm...

Real messages from Etsy are now going into their own section on your messages page https://community.etsy.com/t5/Announcements/New-From-Etsy-section-in-Messages/m-p/143722497#M1899

If you have not already done so, you may want to read https://help.etsy.com/hc/en-us/articles/115015710308-What-to-Do-After-You-Sell-an-Item?segment=selli... for an overview how orders work for sellers.

Be sure to mark the message as SPAM so that it does not affect your stats.

[HemingKCreations]

Thanks I will check these all out