Customer not replying

[Former_Member]

I had an order come in where they leave their color choices in the comments to seller. The order just says "pink." The problem is I offer both hot pink and baby pink. I've tried to contact her multiple times with no response. Do I just guess? Or do I just cancel the order? I would love some feedback

[Former_Member]

I would send one more message saying if you don't get a response within 24 hours you'll cancel the order. That way there's no mistaking the time line. Also, if she paid through paypal, I'd send a message to her at her email address listed in Paypal. It could be that she hasn't signed in to see she has convos from you, and she might not have it set up to email her automatically when she receives messages through Etsy.

[ashleynchl]

Have you tried contacting her via email? The customer's email address is located on the order receipt. I once had to contact a customer via email because I couldn't get in touch with her here on Etsy. I didn't like having to do that (it felt very unprofessional to me) but my customer was very happy that I got in touch with her and we successfully got the problem with her order fixed.

[CarolBradley]

If you haven't tried her email yet, do that too. :) I'd give a week max (with a follow-up every couple of days) and then cancel the order. I'd rather cancel and have her re-order than have her not want the pink I decided to send.

[Former_Member]

I agree with Carol above.

[SpangGangDesigns]

I agree - would rather cancel order than be stuck being out two products and/or the hassle

[GeekyCandlesCo]

Email then cancel the consensus seems to be. I wouldn't let it stress you too much though. Just do what is best for you.

[Former_Member]

Thank you! I hadn't thought about sending an email. I just had been sending convos. I appreciate all your help!