Advice on an order please :)

[SamsGemJewellery]

I had an order yesterday from a lady in the USA, I am in the UK. In the notes she wrote please ship with bracelet and will it arrive by 3rd Oct as its a gift. I sent her a convo saying that I hadn't received an order for a necklace, only a bracelet and as I am in the UK and she is in the US, there would be no way I could get it to her by 03 Oct. The message would have reached her during the day US time but I haven't had a reply this morning. I've seen a few threads where people say they have messaged people and never heard from them again so I sent her an email and have just received an undeliverable. She hasn't paid yet as it was a credit card transaction. Should I wait a few days to see if she replies, and if not cancel order or should I contact Etsy ?

[maydaylabels]

How has she not paid yet as it was a credit card transaction? Has she used paypal or direct checkout?

If she has not paid, and she asked for it to get there by the 3rd, I would cancel and tell her you've canceled as it won't arrive in time, and offer to set up a listing for her for the necklace+bracelet with an estimated arrival date.

[JewelMeShop]

You can send an etsy convo explaining that you can't meet deadlines and the order is for a bracelet. Maybe you can wait until tomorrow and inform customer that if you haven't have a reply until then you will cancel the order.

[SamsGemJewellery]

Thank you for your advice. She has paid via direct checkout so maybe she has paid but I haven't been paid. I only ever pay by Paypal so not 100% how it works. I don't know what necklace she ordered as it wasn't from me. I'm thinking that maybe she ordered a necklace and a bracelet and because it was Etsy assumed it was from them, rather than individual people. I did send her a convo and she hadn't replied so sent an email which bounced back as undeliverable so the chances are that she won't get the convo either. I have contacted Etsy so see if they have suggestions or alternative email addresses I can contact her on. Not heard from them either. Her email is at nemmoves.com which isn't any email company/address I have heard of. Oh well, I will have to wait and see if I hear from either the buyer or Etsy :)

[maydaylabels]

Are there funds in your shop payment account? If so, she has paid.

[BlackCatStudio98]

If you go to "shop payment account" and look at "shop activity" towards the bottom, you'll see the payment. However it won't show up in "available for deposit" for 24 hours.

I think you've done all you can and all you can do now is wait. If you haven't heard from her in a couple of days I would cancel the order and send he another message at that time telling her why you cancelled it.