Time Sensitive Issue - Advice Needed!

Has anyone else encountered this? I woke up to a full price purchase that was made in the middle of the night. When I went to check the Buyer profile on desktop - it would not allow me to connect to the profile itself - I checked on mobile - the buyer has no avatar, and the "@" is completely blank - when I click to the next screen it is completely blank, so I can't see when the account was created. The buyer has a PM user name, so it's not a guest purchase. The order details and shipping label have buyer name and address, which I have already checked and found a match. The buyer shows "online this hour" for the past two hours. Typically I ship same day, but I am hesitant to do so, until I can figure out WTH is going on - since I will not get an answer from support in time. It's not my phone or my desktop (so not a cache or app update issue). Is this an internal system glitch or a sale that should be processed with safe protocols (video recording on packaging, as customary?