Custom listing bought by someone else!

[8thdaystudio]

So what do you do when you've set up a custom listing for someone, only to have someone else buy it right out from under them?? I just had this happen and I'm not sure what to do about it......

Cindy

[Former_Member]

I have not had a situation like this but I would suggest making the same item for the new purchaser. Obviously, the person that had that item on hold should get the first one, but maybe email the new purchaser and tell them that this listing was reserved for someone else and if they still want that item that you can make it for them as well. Just be sure to tell them the processing time so they know it will take a bit longer since they purchased an item that had been made specifically for someone else.

Hey, if two people want to buy something, that's good for business right?

Hope this helps!

Stephanie

[DBoneCardGames]

This is just an opinion. If the first person had already paid for the item it should be theirs, if not it's fair game.

[8thdaystudio]

Thanks David and Stephanie -- the listing had been up for several hours, and the customer hadn't acted on it. The item was the best-seller in my shop, but made in a certain size that I don't ordinarily make. Since the customer dragged her feet on actually making the purchase, I'm letting the second person have the item, since she's the one that actually paid for it. I contacted both of them; thanked the purchaser for her order, with a (I hope) diplomatic suggestion that when an item is listed as "custom" or "reserved" it is customary that it be left for the one that ordered it, but since the one who ordered had had several hours to make the purchase and hadn't, she - the purchaser - was welcome to have it. To the one who ordered it to begin with, I convo'd her, told her what happened, and that I would still make her item for her if she was still interested -- but if I created another custom listing for her, she needed to act on it immediately or risk having the same thing happen. The material to make this item are becoming extremely scarce, even Etsy sellers are out of the material and have backordered it, so people are getting a little pushy about getting their hands on it....... :(
As I was typing this, the first customer convo'd me -- said she thought custom listings were "private". Guess she didn't realize they were still visible and"clickable" to the general public. Anyway -- I'm setting up another listing for her, with instructions to act on it without delay.....

[Former_Member]

I had it happen to me once. My initial thought was "What kind of Jackass would buy a reserved item, knowing it was being saved fro someone else?" As the transaction progressed, my initial thought was correct, the buyer was a "Jackass".

It can and will happen. I quit reserving items, as all of my things are one of a kind, and it seemed half of the people did not follow through with their promises.

[AntoArts]

Cindy, I disagree with you.
"Since the customer dragged her feet on actually making the purchase, I'm letting the second person have the item, since she's the one that actually paid for it."

Most buyers don't spend all their time browsing Etsy. You should allow time for the to purchase. If the item is reserved, then you should keep it for those who reserved it first.

The second buyer who purchased someone elses listing should be the one waiting to have a new piece made.

If you want a quicker payment, then give the buyer a time frame within which he/she should purchase the listing.

BTW, I will send you a convo shortly to ask you something about your shop.

[LaGlasSea]

I have not had that situation as of yet. But do take into account that when you make an item for someone and they don't act on it right away they may be in a different time zone or at work. I think a 24 hour policy would be nice. It may not be realistic but thats my opinion.

[Frameyourstory]

Make another custom listing and you have 2 sales. Yay

[Davs]

When a listing is reserved that means it is set aside for a specific buyer. I made a reserved listing for a buyer, someone else bought it, I immediately refunded and cancelled the sale writing to that person apologizing and explaining that the listing was reserved for someone else. If you're going to let just anyone purchase it, don't make reserved listings. I've also been asked by other customers if they could purchase reserved listings. I politely refused and despite having to wait a little longer to get paid at least I kept my word to the original buyer, and have had repeat business from some of those people. I highly doubt if I'd let someone buy their reserved listing out from under them that they would've come back.

[Former_Member]

I agree with AntoArt and Linda. I feel that the person who tried to buy something that said reserved should be refunded and told that that item was reserved and if they'd like to have one similar to it you'd be glad to help.

You don't have to do everything for everyone. There are "Jackasses" out there as someone mentioned. You are the shop owner and you say how it's run.

[8thdaystudio]

As it all turned out, I was able to make the item for both buyers, and both are happy. From now on, though, I'm putting a 24 hour limit on custom listings, which should give anybody in any time zone time to respond. At the end of 24 hours, the listing expires; buyers are made aware of that policy up front. If I have this happen again, though -- where someone else swoops in and scoops up someone else's listing, within that 24 hour time frame -- I'll be issuing them a refund and honoring the listing for the first buyer. Thanks for all of your input!

[Former_Member]

I disagree. If the item was reserved for a specific person, and someone else bought it, essentially you sold it out from under then, which IMO is wrong. Not purchasing it for a few hours, to me is not dragging their feet, several days maybe.

Unless you told the reserved buyer they had to purchase within x hours, I think your decision is unjust. Granted, if you can make another you lucked out, but I don't think you should tell someone you will reserve an item for them, only to back out without them knowing when another offer comes in.

Perhaps it would be better for you to give them a time frame to purchase within and if they don't, make it aware it will be back up for sale to anyone. If someone else does try to buy it within that time frame, cancel/refund and let them know in X hours is the reserved person has not purchased you will contact them.

What is the point of reserving something for someone if it really doesn't matter to you or your not willing to actually reserve it.

ETA: just read your last post, I am so glad it all worked out!!

[ClaybyStacia]

I usually put the most basic, one sentence description of reserved listings, and use my logo as the photo. That way, no one will know enough about it to want it,except the person who first asked for it!

[Former_Member]

I agree with Stacia, although I do include enough detail to have some documentation of the details of the item and production time- to cover myself.

I include in my first line of the description something like "if you are not xyx, please do not purchase, but feel free to contact me if you are interested in a similar item"...

It sounds like you worked it out, but in the future, I would include a time limit for the purchase. I also agree that I would not honor a sale if someone just ignored that the item was reserved for someone else. Aside from it potentially being a hassle for the intended buyer, what other details has the unintended buyer not noticed about the listing, is what I'd be asking?

[MiriHardyPottery]

One thing I've started doing for reserved items, to avoid just such a situation, is to use a very vague item title (e.g., reserved for customer x) and also use a generic photo as the main photo. This way, random customers are less likely to just "happen" upon the reserved listing.

Example: https://www.etsy.com/transaction/109266674

[Former_Member]

I had the same thing happen to me. I was lucky that I had enough fabric to re-list for the first person who requested the item and was happy with 2 sales. I did wonder though how to handle future custom listings so that it was more obviously a custom listing.

[Former_Member]

It seems like it would be a good idea to refund the person who purchased it incorrectly, and then offer to make the same thing and do a custom listing for them. Then renew the originial custom listing for the person who originally ordered it, and tell them to buy it right away.

[Theteepeeguy]

I'm in the generic custom listing pic group. What a strange thing to have happen. Good to be in demand like that however.

Best of luck working out the original intended buyers order

[Former_Member]

We learned to put just Matt's logo on reserve listings, so there's no product picture. We tried using a pic of a coin that had not been made into a ring for this purpose, but folks started favoriting it. Too dangerous!

Agree with others about refunding the errant shopper and offering them one of their own.

People often just do not read through things...

[CelesteCraft]

I put a full description of what is being sold in my reserved listings. I bullet point everything the customer will get and everything that I am doign for them.

At the top of the listing, I say "This listing is reserved for _AwesomeUsername_ . If you are not that person, please don't buy this listing. Instead, convo me and I'll make an extra special listing just for you!"

[PatMcWhorter]

For those of you that belong to teams that have Treasury Promotions with Prizes, Beware! Many Reserve something for .20 to cover the cost of the listing. Then the "Reserved" winner is supposed to buy it. I had a prize purchased for that twenty cents by a "poacher". It was an original drawing, but I had to basically give it to the buyer. When I tried to get out of it, Etsy Admin sent me a convo, telling me that I had to send it.

[Former_Member]

I would notify the buyer and let them know it was a reserved listing. The customer it was reserved for should get the first custom order. (Unless Etsy has rules against it.) Make another one for the other buyer. You might want to make a few more after that, since it seems to be a hit ! Best of luck to you.

[Former_Member]

When I make custom listings, I title them "Custom Listing for (buyers user name) and a generic picture and I've never had any problems yet.

Glad you got everything worked out! =)

[countryprim]

Happened to me once. Now I put the title of the item RESERVED FOR JENNY S in all caps, and the first line of the description is RESERVED FOR JENNY S ONLY, IF YOU ARE NOT JENNY S PLEASE DO NOT PURCHASE THIS ITEM in all caps......hasn't happened again :)

[janeeroberti]

I've had this happen and if you have to refund the buyer, then do, if you can't make 2 of the item.
Not everyone is a native Enlgish speaker, and many people come to Etsy thru other sites and searches and dont always read the description, titles, let alone Policy pages. Esecially when you have great pictures, people see and spend!