Ever get a request from a buyer that is so out of this world that you don't even know how to answer them? I know you have, because I'm sure I'm not the only one.
I just got a request to change the red lace on an Apron to blue lace. I get a lot of these requests. Of course you could assume that I don't carry blue lace in stock, and you would be right. Now you know I am not about to go out and buy blue lace at $1 or more a yard when I buy the few colors I have at $.20 a yard especially for a customer that got a pretty good discount on the merchandise in the first place.
I know all of you sellers get requests that just make you want to pull your hair out, or reach through the "net" and throttle someone.
I am always as sweet as possible when the buyer asks the next day to give them the shipping information for their hand made merchandise that says on the listing to allow one week for completion. I am always as understanding as possible, even though I just want to say, what and who do you think I am? and can't you just take 2 seconds to read the whole listing of items you are buying.
I sell on eBay and many buying off their phone apps which do not see the whole listing. I also used to get a LOT of really dumb questions about merchandise and I would sweetly reply that all the information they need is on the listing. They would reply that they are looking at it from their phone and can't see the whole listing. EBay has worked on that issue now though.
I bet you thought I had an answer to this problem. I really don't. All I can say is that you have to remain as calm as possible, and if your buyer has angered you, don't even answer until you have calmed down. You will be able to think a little better the next day and if you don't answer immediately it will not be the end of the world. Always try to let the buyer know that you are working hard on their order. If they ask where their merchandise is when it should take a week, I let them know that they will probably be getting it a little early. "You are in Luck, I'm going to be able to get this our sooner than one week"
As far as colors I don't have, I focus on something else, "You will love it just the way it is listed". And I'm sorry that I can't make the Red fabric Purple, Or make the Onyx centers of these flowers with Moss Agate rondelles that aren't available.
I really will do what I can to please a buyer, but some things, you know, are just not possible at the cost they are willing to pay. And often request are made after the item is paid for.
As I don't really have a solution for you. I wonder if you can add your suggestions in my comments. How do you handle unusual or impossible buyer requests?