A buyer purchased one of my listings. Immediately after the purchase occurred, I messag...

GetHuman819370's customer service issue with Mercari from June 2018

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The issue in GetHuman819370's own words
A buyer purchased one of my listings. Immediately after the purchase occurred, I messaged the buyer to thank them and let them know I would ship the package out the next day. Three days later, (and after the package had already been shipped), I just received a message from the buyer saying that they “didn’t order the item and how do they cancel”.*What steps should I take to make sure that I don’t lose the items I shipped as well as the payment I am supposed to receive from the order, while also keeping the buyer satisfied since they claim to not have bought the order?
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Customer service issue
Reported by GetHuman819370
Jun 25th, 2018 - 5 mons ago
I have an issue with Mercari too
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Seen by 1 customer so far
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GetHuman819370 started working on this issue
Jun 25th 6:53pm