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I have a gig where I proofread and edit PowerPoint presentations. A buyer placed an order but never gave me the file to edit. The order says that the buyer "sent the requirements" because they answered some questions that are required when placing the order, but again never sent a file. I've sent a couple of follow-up messages and gotten no response, and I requested an extended delivery date, which was auto-accepted when the buyer didn't respond. 

Can I cancel the order without being penalized? Do I do it through the Resolution Center or do I need to contact support? Should I list the reason as "Buyer not responding" or "Buyer has not provided order requirements"? 

Client ordered but never followed up

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