1. Confirm the order in writing
Before preparing anything, send a summary with products, total, payment method, and delivery date, and ask the customer to reply 'confirmed'. That small commitment reduces second thoughts.
2. Ask for a deposit in higher-risk cases
You don't need to charge everyone upfront, but do it when you'd lose the most.
- Personalized or made-to-order products
- Large orders
- New customers with distant delivery
- Products you must buy from your supplier
3. Set a deadline to pick up or pay
State how long you hold an item, for example 48 hours. After that, the product becomes available again. Say it beforehand, not afterward.
4. Send a friendly reminder
A message the day before prevents many no-shows: 'Hi, just a reminder that your order is ready for tomorrow. Does the time we agreed still work?'.
5. Charge for delivery when the customer isn't there
If you deliver, make clear that a second attempt has a cost. It's fair to you and encourages people to be available.
6. Decide what happens to the deposit
Define whether it's refunded, becomes credit for another purchase, or is kept when the product is personalized. Put it in your policies so you don't argue case by case.
7. Put the product back on sale quickly
Update availability in your catalog and offer it to people who asked before. A cancelled order can sell the same day.
8. Identify repeat offenders
Use a label for those who cancel often. Next time, ask them for payment upfront, no exceptions.
You can't control a customer changing their mind, but you can control what it costs you. Confirmations, deadlines, and deposits protect your time and inventory.