Custom Order Return

[Former_Member]

I recently completed an order where I had special ordered grey lace for a customer and made a large quantity of pom poms. I gave the customer two color choices - one was a dark grey and one was a light grey. She was able to see the swatches online directly from the company. The customer choose the dark grey lace. I shipped the items within the expected time frame. When the customer received her order she asked is she can return it because the grey is too dark and it will not match her wedding.

I am asking for some advice because I would like her to be happy and she is not, but I don't think I have any use for dark grey poms - She chose the fabric and she knows I special ordered it for her. From a customer service standpoint what would you do?

[WilliamsGiftshop]

It's too late for this, so for future reference: you want to get a swap of both colours from your supplier and send them to your future customer (on her costs). She can then pick her colour (not from a computer screen).
Then you let her confirm the order and colour by paying half of the order up front, unrefundable! THEN you order the lace and make the products.

In this case: she confirmed and payed for the custom order? She was fully happy with what you were going to make and she had no doubts? You made exactly what you promised to make?
Then no, she gets no refund!
A change of mind is not a valid reason for a refund.
But again, to avoid these kind of awkward situations in the future, you want to go with the strategy above.

Is there still enough time to reorder lace, in the lighter grey, and make her a new custom order? I'd go with that and eat the loss of the investement in the darker grey. I would find a way to sell those to another future customer.
You want to please your customers, but within certain limits.
She picked the wrong colour OR her computer monitor colours are off..........

[TheRusticHome]

If you did not tell her up front, that she could not return them... then you are kind of stuck. When a bride contacts me about a possible order I always make sure that once she chooses a color, it is final. Colors don't always look the same on a computer monitor either.. you should have had her get a swatch from the company first.

[Former_Member]

You are both right - and I am somewhat new to working with brides so this helps. I guess in my opinion the color looks exactly the same as it does on the computer - but I know more about fabrics then she does.

[WilliamsGiftshop]

Consider it a valuable lesson learned.

[Former_Member]

Yes indeed ;( Thanks guys!

[TheRusticHome]

Also, figure out if it is less money for you to perhaps make them for her again, in the grey that she actually needs to match. And if you have the time and want to do it, maybe you can just offer her an exchange... but make sure she sees the actual grey in her hands first..

[WilliamsGiftshop]

And I'm sure you could list the 'wrong colour' ones in your shop.
Many people have grey as one of their wedding colours. It is a nice neutral base for combining with other colours.

[heartsabustin]

When I was doing bridal sets of clutches, they paid me up front, and I made sure they knew (especially if there was personalization done) that refunds and returns were not possible. Fortunately, Daniellexo was still here and running online labs and I got some great advice on that front before I really dug into doing that sort of thing. This may be a lesson learned for you.

Make sure it's in your policies now, and point any and all inquiries to that policy so they know up front what's going to happen.

[OneFairfaxRoad]

I agree with Erin, your shop policies should state that you don't accept returns. For now, I'd let her return them and hopefully you can sell them in your shop.

[BlackCatStudio98]

I agree with the others and would exchange them for the light gray if there is time, or refund the money, and consider it a lesson which you already have. I just think it's worth it to have a happy customer, especially if your policies weren't absolutely clear.

I would also make sure she sends them back at her cost. And then change your policies from now on. And like Erin said, whenever you have a custom order request tell the buyer about your no return policy and give them a link because you can't rely on the fact that they will read your policies.

[Former_Member]

I will have to think about how to write this into my policies as most of my work is custom because people are able to choose their fabrics. I am open to taking returns if someone is unhappy. I am struggling with how to say it since for almost everything I sell people can choose their own fabrics from a picture on the computer screen. I don't mean to be greedy with questions, but any thoughts on this?

[heartsabustin]

I was going to post mine from the purse shop, but there's a typo that needs to be fixed. hahahaha :D

[Former_Member]

OK, here we go:

All custom orders are paid for in full up front. I may have to order or buy supplies. Swatches will be provided to you upon request for color comparison. Custom orders are non-refundable and non-returnable. Custom orders require, in most cases, at least three weeks prior notice to allow for shipment of flex frames and any fabric that may need to be ordered. If you have a large number of bridesmaids, I will need 4 - 6 weeks to finish the project.

[WintergreenDesign]

Hi Kristi,

I'm somewhat new to working with brides as well and given the right amount of time I do send samples to the customer so they can be sure that is the exact color they want. If they agree to the color sent there are no refunds given on orders.

That being said a couple of months ago I had customer contact me about making hundreds of flowers (seriously 300) in two different colors... I sent the swatches and she was happy. A week later she contacted me and said that they were beautiful but they were the wrong size (though they were the exact size that was in the listing). I took them back and refunded her and now I have hundreds of flowers sitting in my work room. They are something that I do usually sell so it's not a huge deal BUT I don't usually have hundreds of them lying around. I guess I didn't have to refund as they were the color specified and they were as described but I wanted my customer happy... she did end up buying some other things... but not 300 of them : ( lol

[Former_Member]

Thanks everybody - extremely helpful and I did offer her refund or exchange - Erin perfect - gives me a place to work from :) Thanks again!

[heartsabustin]

You're quite welcome, hon. :)

[seemomster]

I miss Daniellexo!

[SageNThymeDesigns]

The vast majority of my business is children's clothing for weddings. If you ask for a sample of the fabric, I'll send you one. I state in my Policies that there are no refunds on custom orders (seamstress mistake would be the only reason).

She chose the fabric, you made the product, she doesn't like it- sounds like she's not pleased with her choice. I'm really not sure how that's your fault. If there's time to reorder and remake the product then I would offer her a 50% discount on her reorder. Offering a reasonable solution where everyone wins is usually better than sacrificing yourself in an attempt to please the un-pleasable.

You may be a small business owner, but you are a business owner first and foremost. What would Macy's do? Custom work is almost always final here on Etsy. Make sure you have Policies in place, they're there to protect YOU!

[SpangGangDesigns]

Could you offer "swatches" for sale? Once purchased (make it a minimal fee, $5, etc), you could mail it out the example fabric (just a small 2"x2" piece). If the bride approves and returns to purchase, you could credit the swatch fee. This sale would be final. If she didn't return, you aren't stuck with hundreds of dollars in unwanted returned merchandise.

[LoveJewelryByJ]

I say in my policies all sales final, especially custom orders, unless the fault is mine - and I have had no problems with that to date. I also ask all customers to read my policy prior to purchasing and put a link to my policy in every listing

[PaperPlanePrints]

For anyone who requires an exact color match for custom work, I have a listing up where they can purchase a sample. In my case, it's a print of my color chart on the same type of paper that their art print will be created on. So they can see it in person and decide from there. If they decide to order a print, then they get store credit for having purchased the color chart.

So in the future, perhaps offer something like that so they can see if it will work for them.

I wouldn't offer a refund. Maybe a store credit. But this mistake sounds like it was the buyer's mistake, not yours. I'm all for doing everything I can to make my customers happy, but my business can't survive if I make myself financially responsible for all buyer errors.

[PopItWhenShePops]

I'd offer a 50% refund only if the buyer returns the poms (meet her half way). I would then set up an athletic photo shoot and market to MLB dark grey uniform teams (there are several!). Who knows, maybe this will open up a new market for you? Realizing you can't advertise using MLB team names, I would go generic (maybe Navy and Dark Gray?) and post the photos to your Pinterest page.

Parties are BIG right now! Baseball is right around the corner.

Or, maybe an elephant baby shower? …I'm reaching!

It's a little offbeat, but it just might work.

Good luck!

Going forward, I'm sure you'll make some changes. But, looking at your current situation, it'll feel good to do the 'right' thing.

Best to you!