Etsy Order Cancellation Message Templates

Hi [Name],

No problem at all! I haven't started on your order yet, so I've cancelled it and you'll see the refund in a few days.

If you change your mind or want something else from my shop in the future, I'd be happy to help!

Hi [Name],

Thanks for catching that! I can cancel this order and you can place a new one for the correct [item/size/color].

Or if you'd prefer, just let me know what you actually need and I can modify this order instead – that way you don't have to go through checkout again.

Let me know what works best!

Hi [Name],

I see the duplicate order – no worries, that happens! I've cancelled the extra one and your refund should appear within a few days.

Your original order is still on track and will ship by [date].

Hi [Name],

Thanks for reaching out! Unfortunately, I've already started working on your order – [describe what's been done: cut the fabric, begun the design, etc.].

At this point I'm not able to cancel, but I want you to be happy. Is there something about the order you'd like me to adjust? I'm happy to work with you on the details.

Hi [Name],

I wish I'd seen this sooner! Your order actually shipped on [date] and is on its way to you – tracking shows it should arrive by [date].

If you'd still like to return it once it arrives, I'm happy to accept a return for a refund (minus shipping). Just send it back and I'll process the refund when it arrives.

Or you might love it once you see it in person!

Hi [Name],

I understand plans can change! Since this is a custom order made specifically for you with [personalization details], I'm not able to cancel it – I wouldn't be able to sell it to anyone else.

My shop policies do note that custom orders are final, but I want to work with you. Is there something about the order you'd like to change? I'm happy to adjust the design if that would help.

Hi [Name],

I understand! Unfortunately, since I've already [started production / shipped your order], I'm not able to cancel at this point.

If you'd like to return it once it arrives, I do accept returns within [X] days. Just send it back in original condition and I'll refund you minus the original shipping cost.

Let me know if you have any questions!

Hi [Name],

I understand you'd like to cancel. Since I've already begun work on this, I can't offer a full refund, but I'd like to help.

Would store credit work for you? That way you could use it toward something else in my shop whenever you're ready – no expiration.

Let me know what you think!

Hi [Name],

Before we cancel – is there something I can change about the order that would make it work for you? Different color, size, or design details?

I'd love to make something you'll actually love rather than cancel altogether. Let me know!

Cancellations: Orders may be cancelled within 2 hours of purchase if work has not begun. Once production starts, cancellations are not possible. Custom and personalized orders are final and cannot be cancelled.