I'm just trying to verify I'm not missing anything. I don't see where you can directly chat with or email support. I was shocked to even find out they don't have reps available to talk to like they did when I 1st set up my website. I need to re-send a customer's order as the previous one was stolen, and I just need to know what's the best way to do that in the store.
I'm sorry to hear that you're having trouble connecting with our support. To contact our support, you'll need to access our help centre here and log in to your store. Going through our help center will provide you with the support options available for your region.
To help answer your question, the best method would be to create a draft order, then discount the items down to $0. This way the inventory is still tracked, but the amount does not appear as a sale. You can add the customer information, and purchase a new shipping label once you have successfully created the order. More information on draft orders can be found here.
Let me know if you have any questions.