Its a technical fault. Wish you will get rid of this problem by help of getting technical support. There are many company who gives this type of technical support.
But into which will he get technical support? There's a confirmed transaction to the address provided by bul206 but it's different from what he said.
You can ask for help from the Support, but the ETH address is another Bitcoin address!
I do not know why you have such confusion!
failures in shipping transactions, especially on eth
Why ETH has been mentioned if the transaction is on
BTC?