Insufficient address, customer not responding to emails

[Laurak34]

Hi all! I recently had an order returned to me due to "insufficient address" issues. I've reached out to the customer via email multiple times and have received no response. What would you do in this situation? How long should I hold onto the order if they're not responding? Should I refund? It's been nearly 2 months since their order and it's a decently sized one so I would be out the money for something completely out of my control. 

Any advice appreciated 🙂

[Bundler-Manuel]

Hello there @Laurak34  It’s a very tricky situation but ideally, I think you wait on whenever the customer replies before taking action here especially since it’s something you can’t just exactly refund with your eyes closed. If it reaches exactly 2 months, then I suggest you maybe seek the advice of Shopify support on the matter directly.

[onescales]

2 months is way too long. 

If you have a phone number call them.

If not, refund the order

[GerWalk]

I agree, you should refund. Too much time has passed. Or try to call and then refund, as someone said here.