What to Do If a Buyer Doesn't Respond

Buyers will occasionally stop responding during an order.

What you should do depends on whether the order has already been delivered, there is an active issue, or you're still waiting on information required to complete delivery.

After Delivery

If you've completed delivery and the buyer simply hasn't confirmed it, you usually don't need to do anything.

The buyer has up to 72 hours to review the order. If they don't take action during that time, the order can automatically complete.

Recommended approach

• One polite follow-up message is enough
• Avoid repeatedly messaging the buyer asking them to approve delivery
• Make sure all required delivery information has been provided
• Wait for the normal auto-completion process

There is no need to pressure a buyer into confirming delivery early.

During an Active Issue or Dispute

If the buyer reported a problem and then stops responding:

1. Send a Follow-Up

Send one clear message confirming that you're ready to resolve the issue.

For example:

Hi, I'm ready to help get this resolved. Please let me know how you'd like to proceed or provide any additional information needed so I can continue assisting.

2. Keep Your Evidence

Make sure the order chat contains everything relevant to the issue, including:

• Delivery proof
• Screenshots or videos
• Account or item information
• Relevant messages
• Any replacement or resolution already offered

3. Allow Reasonable Time

Give the buyer reasonable time to respond, particularly where different time zones may be involved.

Generally, 12–24 hours is reasonable before escalating an unresolved issue.

4. Use the Dispute Process if Needed

If a dispute is already open, continue responding through the dispute and provide anything requested by our Resolution Team.

If the issue remains unresolved and no dispute has been opened, contact MitchCactus Support where necessary.

⚠️ Do not move the resolution off-platform or take action outside the normal MitchCactus order and dispute process.

Before Delivery

Sometimes you can't complete an order because the buyer hasn't provided information you need.

For example:

• In-game username
• Platform or server
• Account URL
• Login details
• Region
• Other delivery information

If this happens:

1. Clearly Ask for What You Need

Tell the buyer exactly what information is missing and why it is required.

2. Follow Up if Necessary

If they don't respond, send a reasonable follow-up rather than repeatedly messaging them.

3. Keep an Eye on the Delivery Deadline

If the guaranteed delivery timeframe is approaching, make it clear that delivery cannot be completed until the required information is provided.

4. Escalate Before the Deadline Where Needed

If the missing information puts the order at risk of becoming overdue, contact Support or use the applicable dispute process before the order becomes unnecessarily delayed.

💡 If your product always requires specific information, add it to the listing or required checkout fields wherever possible.

After the Order Has Completed

If the order has already completed and the buyer later reports a problem:

1. Check whether the issue falls within the applicable buyer protection or warranty period
2. If it does, follow the normal resolution process
3. Try to resolve the issue directly with the buyer first
4. If necessary, cooperate with the MitchCactus dispute or warranty process

Order completion does not prevent a valid warranty or protection claim where one still applies.

Quick Reference

The main rule is simple: keep communication clear, document everything in the order chat, and don't repeatedly pressure an unresponsive buyer.

Updated on: 20/10/2026