No reply from customer

[EmmaJanesGifts]

Hi,

After some advice please.
A customer has purchased this item from our shop - https://www.etsy.com/uk/listing/226406908/handpainted-window-cling-dragonfly-set?ref=shop_home_activ...
However, the customer has not let us know what colours they'd like. We have sent a message twice now, asking for colours required or we can't progress with the item. We now only have 5 days left for the item to be completed and posted. What's the next best thing to do, please?
Many thanks, in advance, for your advice.

[HoneyThistle]

Hiya, have you tried emailing the customer? Sometimes they don't get notified when they get a new message here on etsy, so reaching out on email is probably more effective.

Worst comes to worst, you can make them the 3 colours in your first two pictures as some customers don't read the description and assume that they will receive what's shown in the first listing picture.

Hope this helps and that it gets resolved soon!

[HildaLea]

Agreed, definitely make sure you try emailing them directly and not just through Etsy message.

[EmmaJanesGifts]

Thank you. I have emailed and will do so again. I've only just learnt that you can extended the time on the order, so I will do that as well. I would like the customer to have every opportunity to get their completed order. I'm just worried about negative feed being left, also. Here's hoping we hear from them soon. Many thanks.

[StuckOnSilver]

I didn't know we can extend the shipping time of a purchase. Good to know!!

[mirrymirry]

I'm in a similar situation. A repeat buyer bought an item, sent message at the time of purchase asking if i can change the colours & to let her know. I've convo'd & emailed thrice but still no response. Ive amended the shipping date too which i understand automatically generates another email to the buyer - but still no contact.
It's been 17 days & im in uk, theyre in US. Really hope theyre not going to be disappointed if the order ends up being cancelled. I really don't want to cancel, but i cant send an item they might not want :/

[MommaBearsQuilts]

Hi,
I too, recently had that experience where a customer purchased a set of placemats, but she had a note on the order as though it was four placemats, not two. I emailed back a couple of times explaining that it was only two but got no response. I sent a last email saying that would be cancelling the order if I didn't hear from her by a certain time as I didn't feel comfortable sending them when the potential that she would be disappointed was that high (she would be paying the shipping back to me; so she wouldn't get a full refund) . I assured her that I would love to send them to her just as soon as I heard back...etc.

I refunded the full order a few days later (and again, included a similar note to her) and haven't heard a peep... that was two months ago??

I decided I don't have time to worry about it after I tried to be as welcoming and accommodating as I could.

Best,
Kim

[Former_Member]

Yea somebody bought a waistcoat from my shop (a previous project) for £140, handmade custom fit, and didn't reply, 'martialartsguy' or something, from Florida. I'm fairly sure it's a reincarnation of an enemy from my past life as a barbarian, but, it's difficult to prove these things. He might have been drunk or on some kind of quest for divine comedy, I found it pretty 'financially creepy' in a digital way (if the term exist), but then possibly he/she became unable to reach the computer and reply for a variety of reasons, who knows really. I was suspicious pretty early on but left it a few days to see and then just refunded, can't say I'm a fan of just holding other peoples money in my pocket. But yea, bla bla, it was shop in testing stages with unfortunate results, life's weird enough, time to make bears! bears good, weird rich martialartspeople, not so much.

My point I guess being, I would refund after 3-5 days regardless. 'If you love it let it go, if it comes back, or something like that.'

Regards,

Ted Bearcraft (aka Michael)