Canceling an order

[therma-tec]

Hi All,

We have sold a custom stencil and the buyer has told us the text they want but failed to let us know which font they require from the options available. I sent them a message asking if they could provide the details so I could produce a proof for them to approve with no reply. I sent them another message the following day with still no reply. This order is now 2 days overdue and if the buyer finally does get around to replying I won't be able to ship this until Monday which would make it 4 days overdue and the buyer most likely will say it's late (if they do leave feedback).

My questions are:

Should I cancel the order due to the lack of response?

Will they be able to leave negative feedback if I do cancel?

Should I wait until I finally get a response and if I do get a late delivery, ring Ebay to try and get this took off as I can prove via the messages I was waiting for the buyer to provide information.

Any advice greatly appreciated

[sam9876]

If you cancel the order, you might get an out of stock defect.

[mam98031]

I would suggest requesting their contact information and try calling them.

[castlemagicmemories]

Possibly your buyer isn't online every day.  You could try to call, but many won't take calls where they don't know the number calling.  Leaving a phone message might work, but buyers may be leery about not using Ebay messaging.  A sticky wicket to be sure.

I hope you hear from your buyer very soon.

One thing I have noticed on custom items is that they list a default for situations like this.  IOW, in the description, they state please indicate your message and font on the message to seller part of your Paypal payment.  If you do not choose a font, we will use (whatever font they choose as standard).