They may be telling the truth, or they may not.

I think the way i would look at it is - if you cancel the transaction but they weren't telling the truth, then you are slightly inconvenienced, but that's it,

However, if they are telling the truth and you dont cancel the transaction, it could come across as you not believing them, which could emotionally really hurt someone already suffering.

And also the fact that they emailed you letting you know is worth something.