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Buyer placed wrong order

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I have a question. If buyer send an order which is not included in our service and then we tell them that the order you sent we are not offering that service, you placed a wrong order. Then they ask for cancel the order.

All i need to ask is, what we should do there? Buyer did a wrong order that’s buyer’s fault but why we face low completion rate?

Does Sellers have no right to raise their voice?

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