Buyer requested cancel on personalized items
Hi everyone,
I'm reaching out to see how other handmade sellers deal with a common issue I've been encountering. I receive at least 1-2 order cancellations a week, which is very frustrating when I've already prepared the materials, spent a lot of time on the project, and am at the final stage of making and personalizing the items. Canceling orders that I haven't started working on (usually within 24-48 hours) isn't a problem, but more often than not, customers are trying to cancel orders that were placed 3-5 days ago. In the past, I would just absorb the cost and cancel the order. However, with the increase in cancellation requests and business being slow, this is really hurting my business.
I do message customers to explain that I've already started working on their order and ask them to reconsider canceling. If the cancellation reason is "item not arriving on time," I let them know I can finish their order right away and ship it the next day, providing a new estimated delivery window. Unfortunately, I rarely receive a response.
If you're wondering if I could just repurpose the materials and resell them, unfortunately, I cannot. My items are personalized with customers' names and come in various color combinations, so reselling isn't an option.
I'm wondering if anyone has shipped the order even though the customer requested to cancel. How you handle it? Do you cancel the order and take the loss, or do you still ship them out the next day, ignoring the cancellation request? Thank you for your time.
Buyer requested cancel on personalized items
Hi everyone,
I'm reaching out to see how other handmade sellers deal with a common issue I've been encountering. I receive at least 1-2 order cancellations a week, which is very frustrating when I've already prepared the materials, spent a lot of time on the project, and am at the final stage of making and personalizing the items. Canceling orders that I haven't started working on (usually within 24-48 hours) isn't a problem, but more often than not, customers are trying to cancel orders that were placed 3-5 days ago. In the past, I would just absorb the cost and cancel the order. However, with the increase in cancellation requests and business being slow, this is really hurting my business.
I do message customers to explain that I've already started working on their order and ask them to reconsider canceling. If the cancellation reason is "item not arriving on time," I let them know I can finish their order right away and ship it the next day, providing a new estimated delivery window. Unfortunately, I rarely receive a response.
If you're wondering if I could just repurpose the materials and resell them, unfortunately, I cannot. My items are personalized with customers' names and come in various color combinations, so reselling isn't an option.
I'm wondering if anyone has shipped the order even though the customer requested to cancel. How you handle it? Do you cancel the order and take the loss, or do you still ship them out the next day, ignoring the cancellation request? Thank you for your time.
1 respuesta
Seller_2azHBWt7FzGTG
@Seller_NYbl0oRnYRAWnThere is a setting in the shipping options that you set which dictates how much time you allot for cancellation of customized orders from the time that the customer hits the order button. If it is past that set time and you have already started on the order, then you make the item and ship it. The customer agrees to this set cancellation time allotment at the time of purchase as it is shown to them before they click the purchase button to pay.
If you cancel the order from your end it will hit your metrics. Just experienced this for the first time in 8 years of selling on here. Customer ordered twice and wanted to cancel the second order so I did and my metrics got hit even though she requested it in a message.
Seller support told me that I should have just filled the order and sent it as it was well over the cancellation time allotment but then you take the chance of a bad feedback which also hits your metrics. I guess you just have to weight the options and decide from there.
