I Want To Cancel Overdue Order But Customer Doesnt Respond

[used2beeShop]

I have an order that i cant fulfil due to shipping costs,and contacted customer several times but have had no response. I am thinking they are no longer registered on ETSY.
The shipping costs were underpaid on the original order for a large wooden planter, so i asked the customer to pay the extra, they would but i have not heard from them since. That was a year ago.
I want to cancel the order now but cant until i refund it, which i am reluctant to do until i contact them. What shall i do?
Steve

[HoneyThistle]

Woah a year is a really long time!

I would just refund everything and cancel the order. When you cancel, there's a message box where you can type a short message to the buyer - so just explain that since you haven't heard from them and can't justify paying the shipping costs, you have refunded the transaction & sorry for their troubles, etc.

This may also be an opportunity for you to revisit your shipping charges (if you haven't already) and make sure this can be avoided in the future :)

Hope this helps!

[maydaylabels]

If they paid through paypal you can send them money (not as a refund, but as a direct payment to their email address). Then cancel the order, saying that you've refunded them.

[RomaMiaTradingCo]

A year is a super long time. If you haven't heard from the customer, chances are, they either no longer want it or totally forgot about it.

At this point, especially after a year and no word from the customer, I would just refund and cancel.

[StuckOnSilver]

Definitely cancel and refund!

[maydaylabels]

you can't refund through direct checkout after (I think) 3 months, though. Maybe 4 months. At any rate, a year is too long. You also can't refund directly through paypal after that time, but you can just send money to the paypal address, assuming it is still active.