Customer's non-response affecting processing time performance.

[MyScienceBoard]

I primarily sell photo collages.  When a customer purchases a collage I provide instructions on how to submit photos.  Sometimes the customer waits for weeks before sending in photos.  My processing times are set to 1-2 days because once I have the photos I can create the collage and ship next day.  However, as you know, it negatively affects my shipping status.

Is there a way to deal with this?  Is it OK to set my processing time to 1 - 30 days or something like that?  Are there any negative affects if I were to do that?

Thank you!

[NanaLetha]

Email the buyer with a deadline to respond. I have mine set at 3-5 days.

[GroundZeroCreations]

Like @NanaLetha said, you have to set a deadline. And make sure they know the order will be cancelled if they do not respond by said deadline.

[BagmakerSupply]

@MyScienceBoard: As mentioned by others, you need to set a firm deadline and stick to it. Since many buyers seem to not check Etsy for extended periods of time after a purchase, we also forward our eMail copy of the Etsy Message to their eMail address in case they do not have eMail copies of Messages enabled. When you receive an order and see that you cannot ship by or on the scheduled ship by date you should immediately update the ship by date (with the buyer's approval of course). Remember that you can only change the scheduled ship date once and you need to do it BEFORE the original ship by date.

[bradgoodell]

Why not just extend the ship-by date out when they don't give you the photos right away?  That eliminates issues with late shipping.

If it was me, I would extend the ship-by date out as far as it can go, with a note that the deadline is X date and you will cancel on that date if you don't receive the photos.  Then do it.  

[ArtDollsbyJD]

Send an email with a need by date.  If they don't cancel and refund.

You can also extend the shipping date.  

I just looked at the listings and I am confused.  You are asking the buyer to create the template in Canva and the you are printing the panels they have created?  But the information doesn't seem to give a time frame for the buyer to have this completed.  If these are teachers or parents, they may be looking for project farther down the road.

Use the about page to discuss your items and FAQ to include information about this.  I think maybe buyers are confused somewhat.   Maybe that is why they are not completing the work. 

[OwensTechGroup]

Thanks for all of the feedback:

1.  I don't mind waiting a bit for the photos to be uploaded but I really don't want to start cancelling orders.  If there was a clear explanation of the consequences within Etsy's listing algorithms for being late on shipments it would help me (all of us) better manage this issue.  Right now, I accept them being late but I don't know how bad it is hurting me.  Again, canceling orders is a last resort until I know otherwise.

2. Does anyone know how I would be affected by changing the processing time to 1 - 30 days?    

Thank you all again, I appreciate your time!

[bradgoodell]

Long processing times make buyers wary.  

Your orders won't be considered "late" if you extend the ship-by date.  It works with Star Seller.  So why aren't you doing that?  

Keep your processing times reasonable, and just extend the Ship-by date if they don't upload photos in a timely manner. Then your buyer is notified that you are waiting on them, which usually gets them moving.

[JJewellerySuppliesUK]

If you consistently ship after the shipping date then Etsy will put your shop into Vacation Mode and maybe put you on a Payment Reserve.  I would extend your processing time as it is a much safer option than shipping late. 

[TickleYourWitch]

I think you're right to be wary of cancellations. I think they slow you for a tiny bit. So does having lengthy processing times. You're between a rock and a hard place. I would start by adding a big bold graphic in one of your photo slots with your deadline to submit photos and a warning of cancellation. Make sure you have post-purchase messaging in place to reflect same. See how that goes for a bit. Do you email people instead of messaging them? Sometimes that gets a quicker response.

[OwensTechGroup]

OK.  I did not know until now that I could extend the ship-by date for an open order.  Maybe, I'll split the difference and increase my processing time from 1-2 days to 3-5 and then for those that haven't responded by day 4 extend the ship-by date for their order.  

Does that sound like a reasonable solution?