processing payment is now over 2 weeks

[NorthwestDecal]

About two weeks ago, I had an order come in and the order was labeled with payment processing.  NO BIGGIE, seen it before.  But 2 weeks later, it is still "processing".  The person that started the original purchase has since made another purchase of the SAME item and it went through with no problem.  I have reached out to the customer to see if they were happy with what they got and if canceling the order was an option, but I have received no response from the buyer.  

Is there a way that I can cancel this "processing" payment?  Currently I cannot do anything with it and its just sitting there.  

[ChristmasIsLove]

If you read the Help Center article about payments processing, it tells you to contact support if it doesn't resolve fairly quickly. No, you cannot cancel a payment that is pending.

[Itsconcrete]

ok, that's a glitch, contact etsy.    sounds like something that's lost in the system

[NorthwestDecal]

Appreciate the feedback, I still have not been able to find a way to contact an ACTUAL human to help me with this issue and remove the "Glitched" processing payment order.

[ChillwolfArt]

@NorthwestDecal   Hi, to contact Etsy, go to your Shop Dashboard > (Left Column) Community & Help > Contact.

Choose an option which best describes the issue you are having, then "I still need help".
Options for email, Chat and (I believe) phone will come up.

*If you go with Email, when Etsy responds, should it not address your problem, respond directly to that email, "I still need help", until your situation is remedied (about the glitch payment processing).

Hope this helps.

[CarpetCollectionAU]

@NorthwestDecal If the payment has been processing for over 2 weeks, it is now highly likely that it will never complete successfully. In the past I have experienced this on several occasions. Every time I raised Support Tickets and, every time, Support "passed the buck" to the Payment Processor and claimed that, until Pay Pal released the funds or cancelled the transaction, there was nothing Etsy could do. There seems to be a 72 hour "black hole". If the processing does not complete after 72 hours, the system seems to disconnect between the Payment Processor and Etsy. Eventually, this will be addressed, but in 99.9% of cases, the transaction will be cancelled. I had one remain at "processing" for 3 months and, despite opening one Support Ticket and responding to this several times a week for those 3 months, the customer and I no option but to wait until the transaction was, eventually, cancelled.