Custom order but no response from customer?

[StripesAndChevron]

Hi everyone! Just looking for some advice on how to handle this situation.

A customer ordered an item from me a week ago. This item requires the seller to send me some details so that I can customize it for them (it was a "first day of school" sign, so I need their child's name, grade, teacher, etc.). Customers are directed to put these details in Note to Seller, but sometimes customers forget, so I usually send a message the day I receive the order to remind them.

I've sent this customer two Etsy conversations and two emails since then to try to touch base, but still haven't received their details. Since it was a "first day of school" sign, I'm afraid time is running out for them to get the item, if it hasn't already.

If I don't hear back from the customer, do I cancel their order/issue a refund? Or continue waiting to hear back?

Thank you for your advice!

[PaperBoundLove]

Hi Tania,
I get that often too.
I think you should just wait for her reply and see if she wants to cancel the order or goes ahead with it.
Don't cancel it before she requests for it.

Good luck! (:

- Khin J

[HoneyThistle]

Hi Tania,

I agree with Khin. I've had customers take 5 days to get back to my initial message regarding what they want done... I just focus on other aspects of my shop during that time and follow up once they get in touch again :)

[StuckOnSilver]

Try to contact the customer by email, not just etsy conversation. Good luck!

[helgahutchens]

This happens to me fairly often. The customer usually comes through in the end.☺️

[RomaMiaTradingCo]

When did she purchase the item?

I would wait about 2 weeks, and try and email her about 2 more times each week to get the details. But focus on emailing her, they might not get the Etsy convos.

If she still doesn't respond, I would cancel the order. Hopefully that prompts her to actually get back to you.

[fishcouple]

Keep contacting her.

I would not cancel the order before she requests it.Also, this is not your fault.

[AchillesPortfolio]

This happens to me constantly. People do not read! it's all in my description but they don't bother to read past the headline. I would like Etsy to create some prompt we can add to personalized orders, so that the order cannot be completed on the purchasers end until they fill out the info needed.

In any case, I always email them and do an Etsy conversation, as you have done, and so far everyone has gotten back to me eventually. but it's very obvious they do not read the instructions.

Etsy is very hot on personalization, but they need to step up and help us by inserting a fix for personalization orders, so we can process expeditiously.