What is an acceptable reason and timeline for cancellation by a seller?

I wanted to share my recent experience as a first-time Tindie user.

I placed a custom order and communicated my preferences in color and style, which was specified as an option. The seller initially responded with a render that I confirmed was perfect. Later, I asked a polite follow-up question to clarify the color distribution on the keycaps — specifically whether most keys would be cream with mint accents, based on the photo shared.

Unfortunately, about 90 minutes after that question — without a reply or warning — the seller canceled and refunded the order, saying communication was too difficult. I was surprised, as I had been courteous, flexible, and responsive throughout. At no point was I informed that keycap customization wasn’t included until late in the process.

I respect a seller’s right to cancel, but the abruptness of the decision felt unwarranted. I had confirmed the design already, and was simply trying to understand what was being delivered.

Would love to hear from others — is this common on Tindie? What’s considered a reasonable timeframe for responding to a message before an order is cancelled?

I do not think there is a timeline, every maker is different, but it might be difficult to accomodate for changes when everything is diy

I understand that, but I already accepted the customisation option, I was just asking for a clarification. The clarification sent the seller into a defensive mode where he immediately said he would cancel. And then he cancelled and refunded me, without waiting for a reply.

Yeah, I agree that it looks strange to deal with it like that, however, I can’t say that I also dont understand the other side