Help with last minute order!

[Former_Member]

Hello everyone,

I just want to start by introducing myself and saying thanks in advance! My name is Heather and I started my shop a couple months ago. I have sold almost 20 items, which doesn't seem like a lot but I am grateful I've even sold anything. I'm still trying to figure out the best ways to do everything. I've taken a look at some of the discussions already on here and it looks like people are very helpful so I am excited to hear what more experienced people have to say about my current situation.

So, I have a customer that ordered a pair of boot cuffs last night (I sell crochet items). Everything in my shop is made to order and I put in the description to provide the calf circumference so that I can make them to the proper fit. When the customer made the purchase the note to the seller just said "it's a stocking stuffer". I have contacted the customer asking for more information and explaining that I can't guarantee it will get there on time because it is so close to the holidays. My processing time is set to 3-5 business days and my shipping policies state that I ship via USPS priority and first class or FedEx ground and that expedited shipping will come at additional fees.

I have not received a response from the customer and if I don't get sizing information in the next hour or so I will not be able to get it to him in time at a relatively cheaper price.

I'm worried about a bad review and I don't want to mess up someone's Christmas gift (even if it is just a stocking stuffer).

Should I just pick a size (what I think is average) and send it? Or should I wait and risk the customer being upset that it either won't get there by Christmas or he will have to pay a lot for shipping?

[AtHomeWithLolly]

Since this is such a heavy shopping time for most customers I imagine this particular one has not come back to check on any messages.

If you haven't sent the Etsy message to the customer through their private email address as well, I would suggest you do that. Often times the "convo" box is foreign to new people.

I would attempt one more message explaining the made to order requirement and also say you will send an average size if you don't hear from them today. ( will they really receive it by Christmas at this point?)

You might want to explain your return policy while you are at it!

[Former_Member]

Thank you! I didn't even realize I could send to their private email (I guess I don't pay enough attention and I'm definitely still learning). According to post office website I can get it to them by Tuesday if I ship it today. I gotta get working! Thanks for your help and I still appreciate any additional responses.

[StuckOnSilver]

Good luck, Heather, love your banner by the way.

You may be interested in listing sizes (small, medium and large with associated inches and cm) in the listing.

[onhooksandneedlesct]

Has your customer paid for this item? If not, I wouldn't create the item.

I have had customers order without telling me which of the items they wanted(there were multiples in the same listing), so I chose for them in order to keep to my shipping deadline according to the listing. It turned out that the customer wanted the pattern which was $1.00 less than the item & which doesn't incur shipping fees unless sent by USPS.

All this added up to the customer spending $4.95 too much and not getting the pattern but an item she didn't want all because she was too lazy to email me back after I sent her one email through Etsy & one directly to her personal email address.
For my efforts, I received a bad review. You can;t read your customer's mind - don't drive yourself crazy if they won't cooperate. You deserve better.

[Former_Member]

Are you able to add a drop down menu for a customer to select their size? Maybe write down the measurements associated with each size (Small with so many inches here x here, etc.) This way they can quickly choose what they want and they can't buy it without selecting a size.
Most customers do not read all (if any) of the item's description. You can even add a sizing chart in a photo for example.

[Former_Member]

Thank you to everyone... The customer has paid for the item. I have decided to make the item and offer to replace it if it is the wrong size (and just chalk it up to a learning experience - crossed fingers for no bad review).

I will definitely add sizes to these items, unfortunately I didn't do that before this order. At least it will prevent this problem on future orders. Thanks again, I appreciate all the help and comments!

[CozyDawg]

If it's a gift they probably don't know the measurement, which is why they didn't include it. I would just make an "average" size and ship today.

[RevelryPartyCompany]

Hey Heather, just my two cents as a seller who does a high volume of custom work and most of my ready made items come in different sizes.... I do get customers who do not read the listing info and don't include the customization information when they check out.
I NEVER guess, I NEVER just ship. Ever. I try to contact the customer in as many methods as I can. If I still have not heard from them by the shipping date, I send one more message to say that I need the information in order to process the order. If I still don't hear back, I refund the money and cancel the order.
You can't get a bad review on a cancelled order. A customer who has been contacted repeatedly and not responded can't leave you bad feedback for doing your due diligence. They made a mistake, you are trying to remedy it. You will get bad reviews if you just ship something and hope it is ok - what if it is not? Then you have to spend more money to remedy that situation. Better to get it right the first time, and in my experience, customers appreciate you trying your best to get it right.
Honestly, it has been less than a day. Give the guy a chance to get back to you. It is a crazy busy time of year so people might not check and respond to email immediately. Don't just send what you think he wants. Tell him if he wants it by Christmas you need to send it today. If you don't get the info today, give him the option to expedite it. He may also choose to just cancel the order, which might seem like the end of the world when you are new but it is better than an unhappy customer and a bad review.
Good luck, and happy holidays.

[PAPERFLORISTS]

I would send a message to the buyer's personal email and if I didn't hear back in time to make the item and get it to the buyer in time I would cancel the order and issue a refund.
I get a lot of orders for special occasions and if I can't ship it in time for the special day I cancel the order. Buyers appreciate the candor.
Good luck. I hope you hear from your buyer in time.

[Former_Member]

I agree with Danielle, I do lots of custom work as well. And I never just guess, being later then expected and right is better than on time and wrong size.

Also email him, his convos might not be set up to go right to his email. Like us sellers have it. Good luck.

[Former_Member]

I agree 100% with what Danielle says. Better to cancel and refund if you don't hear from them than spend all your time and money/supplies making something that the buyer doesn't want and then possibly getting a negative review. Best of luck.