To cancel or not to cancel

[Former_Member]

I had a customer purchase an item of mine last week, The customer requested in the notes that she wanted the item customized and wanted the item in hand by Christmas. I sent the customer a convo right away stating that I would not be able to deliver the item by Christmas and the item she was ordering had a 3 week turnaround time. I realized after I sent the convo, the customer asked to email her. I literally copied and pasted what I sent to her in a convo and sent it off in an email. I of course received a bounce back on her email. The customer provided me with an invalid email address. I then sent the customer another convo. It has been a week and I have not heard back from the customer. I am wondering if I should cancel the order or wait a bit longer to hear back from the customer?

Any advice it very much appreciated!

[Former_Member]

A tough one, considering it almost Christmas eve I would assume the customer would have by now got in touch herself to ask where this particular item is.
If it's in your description with regards to turn around times. And you have sent her a convo. Then keep the order. And send out after Christmas. You haven't heard from her you have given her notice and have informed her email address is invalid. I think you have covered yourself

[CozyDawg]

Cancel it. In your note say that you're sorry to have to cancel, but since you did not hear back in x business days, and you cannot meet her deadline, you must cancel.

[Former_Member]

I agree with Joanne above. Just cancel it. You can state why when you cancel and it will send an email to your customer (the email linked to their etsy profile).

[Former_Member]

Yep. I agree with Joanne and Diana. Cancel it.

[LeedsRadio]

What will it cost you if you don't cancel it?