banned customer using other people's addresses to order
A couple years ago, I had a customer who ordered some sweatshirts and wanted a refund because she didn't like the fabric and claimed there was a print issue. I tried to work with her, but she was uncooperative and sending scammer red flags. She immediately opened a case when enough time had passed to do so (the only case I've had after thousands of sales) and then left an awful and dishonest 1 star review despite me refunding her.
Last week, she came back and ordered 3 more of the same sweatshirt. Of course I canceled the order. She then messaged me asking why I canceled it, acknowledging the "issue" with her last order but promising she wouldn't open a case this time.
And before I had a chance to reply (and less than an hour after she had sent that message) I received an email from Etsy encouraging me to contact this customer about her order, because she had the audacity to reach out to Etsy support about it.
So I told her she was banned from my shop (but professionally). She refused to accept that and started arguing with me and being manipulative but I just ignored her and sent to spam.
Today, 5 days after her canceled order, I got another order for 3 of the same sweatshirt from a guest account with a different name and address than the customer I banned. Same quantity, same size, 2/3 colors the same, and the customization is the same (it has an optional customization and most people do customize it; the banned customer requested no customization and so did the guest). In other words, the order is identical except for one being a different color.
This sweatshirt isn't a big seller for me especially in the warm months. I normally sell it once or twice every 2-3 months. So I'm convinced this is the same customer using a guest account and a friend's address/fake name.
What would you do in this situation? I could cancel the new order, but this customer clearly is entitled and has an issue being told no. I 100% expect her to continue placing new orders using other people's addresses/accounts. And who knows what kind of retaliation if I keep canceling. On the other hand I'm also now convinced I was right about her being a scammer, because why would you order more of a sweatshirt that you hated unless there was no real problem with them and you just wanted them for free.
I know a guest account can't leave bad reviews or open a case but she could connect it to an account to do so, and if that happens I don't know if I'll be able to convince Etsy support that this is the same person as the banned customer and a scammer. Has anyone dealt with a customer like this before?