Customer always right?

[StripesAndChevron]

I design custom printable invitations and cards and I find I have a hard time saying no to customers, even when something is outlined clearly in my shop policies - I'm just so terrified of that terrible review.

For example, I just had a customer request a refund AFTER I had designed her card. The problem was not with my work; the customer just decided that they didn't like the way their photo looked with the design they had chosen. I offered a few different solutions and quoted my shop policy ("Stripes & Chevron wants to ensure that you are 100% satisfied with your purchase and we will do our best to correct any issues. However, due to the nature of our products absolutely no refunds or exchanges will be given"), but the customer was adamant that they just wanted their money back. I ended up caving just because I was scared the customer would leave a nasty review.

How do you deal with situations where the customer may not always be right?

[Former_Member]

The customer is always right. They have all the power. If you refuse to refund they will simply open a credit card case against you. You will get a negative review and it is just not worth it.

[Plektra]

I don't think customers are always right. When it comes to custom orders, it is very tough. But if the item is not expensive and if the customer is causing a big fuss, then it might be better to just give them a refund. Otherwise, they might cause problems. Perhaps, keep a note of them and judge later if you want to work on another custom order or not for them. Is the item something you can sell?

[CrystalsCelebrations]

I had someone do that recently. They left a negative hit on me anyways. I have so many 5 star ratings that it didnt impact me much, but I would definitely try to limit that as much as possible when you can.

[Former_Member]

Tania,

The customer is NOT always right and sometimes you have to stand behind your policies.

Since you do custom work, do you take a non-refundable deposit at all? If not, I would strongly suggest that you include in your policies (and your listings if necessary) that x% of the price is non-refundable once the order has been placed. Its similar to a shop making tangible items that has to purchase supplies and the customer cancels part way through the construction process.

Personally I don't worry about what review they give. Even if you do refund completely they can still leave a negative comment. You can always state your case in the review afterwards.

And if you have the 'non-refundable' clause in your listing, its much harder for the person to file a claim against you.

Just my 2 cents.

[SageNThymeDesigns]

I have chosen to no longer be bullied by nasty customers, which are very few and far between. I created policies that are fair and consistent and will stand by then almost all the time.

Negative reviews are a great way for people who actually read them (also few and far between) to hear your voice and see how professional you can. It's taken a few year, but I refuse to live in fear of a negative review or give back my hard earned money when I did nothing wrong and stand by my policies. Every single one of the negative reviews I've gotten has been someone telling my customers the exact thing I want them all to know:
-order a sample to check the color first
-measure your child
-check the size chart
-no exchanges or returns just because your child broke his leg before his birthday photo's

If I made a mistake I'll absolutely make it right, if you changed your mind then I'm so very sorry.

[WildWildernessPhotos]

I will always refund if a customer isn't happy. Luckliy, happy customers far outweigh the others. I offer exchanges or refunds and I would expect that if I was buying from other Etsy shops if I had a problem with my order.

[MythOfTheWild]

Personally I stick to my guns - fortunately my pieces are re-sellable, so if I do give a refund upon return of an item, there's generally nothing lost on my part but the listing and shipping fee.

As for your work, as it's made to order, the final product may not have been finished, but the bulk of the work had been. You shouldn't have given them a full refund.

But what's done is done, of course, and if you've not received a negative review then that's something. Unfortunately, you have lost your time, and that counts far more...

[StripesAndChevron]

Thanks for all of your advice - great advice all around. I am going to have another look at my shop policies and consider re-writing some of them. Since they are custom made digital files, I can't really "sell" the item to someone else even though I spent time making it...and technically the customer could still use the file since I sent her a proof (which is what she wasn't happy with). The proof isn't high quality, but still usable.

I think many of you are right about sticking to your guns...and I didn't realize that you could leave a negative review even if you issue a full refund!

[fishcouple]

I felt for you... Once I had a client who wanted to order her wedding pinwheels from me, asking me about certain color papers, and I spent time thinking and finding the color papers for her from my stock, and she told me she went with another vendor. I spent at least one good hour doing those things in addition to numerous convos ... That's last year.

Now I often ask those who requested special colors to send their color chart to me first so I can match. Save me lots of time.