How often do you receive a new order with no description what to do (no message sent or anything) ? I mean this for gigs where without informations what to do you cannot even start working…What happens usualy next in this cases (you kindly ask for all information and you get it, or did happend to someone that he didn`t receive any description what to do, even if he asked) ?
If they never fill in the information, after a while if I recall right the order still does time out and you can actually cancel the order without it hurting you. There is also a “nudge buyer” feature to remind them to finish filling in the information.
If he submitted the form but not answered the questions and you send him a follow-up to provide the information, I would say wait about 2 to 3 days, then issue a mutual cancellation and contact CS in relation to the issue.