Angry Customer

[Former_Member]

Hello,

On February 11th I had a sale and its been 1 and a half weeks since they put in the order and I am working to have it out.

In my shop description it states that I am backed up on orders from early January, I was unable to work due to an injury on my hand.

She has emailed me and I responded through Etsy, just because that is my preffered way of communication, and she never replied. Today however I recieved an email that said

"PLEASE CONFIRM THAT YOU HAVE SHIPPED ORDER WITH AN ESTIMATE OF ARRIVAL TIME.

OTHERWISE WILL REPORT YOU TO ETSY AND WILL WRITE SEVERAL REVIEWS STATING THAT YOU DO NOT PROVIDE CUSTOMER SERVICE OF ANY KIND AND ARE EVEN A THIEF."

I just emailed her telling her that I am backed up and have included that in my shop description and a message to her that was sent a while back. I am scrambling to get all my orders out, but I have to take it easy on my hand.

Any advice on what to do/say?

I told her I would upgrade her shipping to get it to her faster, but thats about as much as I can do.

[PrayerNotes]

I think you did the right thing by upgrading her order, although i'm not sure what this entails. Also, I would remove the information about hurting your hand.... What matters most, is the promised shipping time the customer sees when he/she checks the shipping time on your listing. If you promised to ship in 7 business days, then ship it as promised. Make sure all of your listings allow MORE than the amount of time you need to complete the project, but send it is early as possible or on the date promised.

All of my listings are set 7 business days out, although it may take me less time. Some shops have their shipping time set at 14 business days. Just in case the customer misses the date of promised shipment, I send them a thank you note that reiterates the date that appears on their Etsy receipt. I'd be happy to share it with you. Just send me a convo.

If the shipping date is on the Etsy receipt, which is automatically emailed to the customer upon purchase, and you are within the parameters, you have nothing to worry about.

If you ship after the promised date, you have to be ready for negative feedback. If you update the order to a later date, before contacting the customer, be ready for negative feedback. Make sure you are very clear about your shipping times and you will have no worries pertaining to late shipment.

I hope this helps. I have refunded customers when I am unable to get their order out as promised. Most customers are very understanding. But, a few of them will eat you alive! I know because I still have a few chew marks. Smiles!

[Former_Member]

It is very good customer service to confirm the order through Etsy Conversations and let the customer know if there are any delays due to injuries etc. Let the customer decide if he/she wants to cancel the order or wait a little longer.

[CatherineMarissa]

I would contact her with a shipping date (be sure to be as accurate as possible - - give yourself all the time that you need) and let her make a decision if she would like to go forward with the order or if she would prefer a cancellation & refund.

Also, you REALLY need to update the shipping time in each listing. You don't have much to edit and that step would help avoid upset customers.

[QuirkyUniverse]

I believe most customers don't read shop announcements, they find the item through search and buy it without ever looking at the rest of the shop. That means you need to update all your listings with the correct turn around time.

I would also suggest if a customer contacts you through email you should respond through email, not everyone checks their convos or gets an email telling them they have a convo.

Try to think like a customer as opposed to a shop owner, it will save you some headaches in the long run ;)

[Former_Member]

I agree with Lori. Many it seems, do not read the announcements, or even the listings. I have had people contact me after a week asking where things are. When I get back to them ( by whatever method they contacted me) and explain it is coming from Australia and they need to give it a some more time, they usually thank me for getting back to them and apologise for not reading the listing.

[SpangGangDesigns]

#1 - customers may not see shop announcements if they land on the page without searching through your shop, #2 your listing states "allow at least 7-10days", but #3your shipping profile (which I believe is the standard that we, as sellers, ought to be held to, states ready to ship in 3-5 business days. I see that a wand was ordered on 2/11 - if I go by #3, which I, as a buyer (and seller find most binding, she is correct that the item should have already shipped. If you cannot fulfill the 3-5 business days, simply change your shipping profile. It's be the same as stating your shipping price is $x.xx under your shipping profile, but stating in 2 other places something different. The shipping profile reigns.

Now, I don't think that he email was appropriate from the buyer. She didn't need to be rude or threatening. But, as a buyer, I expect to get what I purchase in the time frame stated in the policy. It's like a legal contract in my eyes. I agree to purchase such item, at such price, and it should ship in the stated timeframe. Period.

I don't understand why Etsy sellers fill in the shipping profile with one expectation and then go elsewhere all around their shop and list "other" shipping times. Hello....live up to what you state and if you can't do it - CHANGE your shipping profile.

[seemomster]

Perhaps you should consider putting your shop into vacation mode until you are caught up?

[Former_Member]

1) People don't read

2) even if People do read, they don't understand what they have read.

When I look at your listings,they say
""Please allow 3-5 days for creation and shipping. Thanks! "" and the shipping time is set the same. Nowhere in the listing does it say that you are backed up.

If you are having problems keeping up, I would strongly suggest that you increase your production time.

You may also find it extremely helpful to let the customer know as soon as they make the purchase approximately when it will be ready to ship.

[Former_Member]

I agree with crochetgal, I got the same impression when I checked it out and under the assumption that creation times are already included with your processing times. For something like that, you may want to consider adding "made to order" throughout your listing/titles, etc as well.

[KiltedWoman]

I would cancel her order and refund her money. I do not tolerate bullies. Calling you a thief and making threats is not appropriate and should not be rewarded. Without a sale she will not be able to give feedback of any kind.