Faire: Sell Wholesale

Customer emailed our support saying they placed an order. No notification or anything from Faire. Can't see orders placed in the faire app. No support email to email too. Only can send from app and will respond to account owner (and account owner doesn't manage any of this). I tried looking it up the order on our Shopify and can't find it by their Faire email or order number. This is a scam. They took the money from the customer and we never got the order. and the customer the asking us where the order is and we don't know. NO support email! Pls email hello@forme.science to resolve this.