I need help, please

[ManmadeKnitting]

I'm wondering if someone could help, please. I sent an item of mine to a customer in the USA. When she got it about two weeks after she said it was too big and asked if I could send another, which I did.

She now claims she never got the second and demanding a refund. I did write back saying "I would gladly refund her if sends the first one back and the second if she does have it."

I've just received another message demanding a refund.

The lady joined Etsy at the beginning of February from her profile.

Any help would be grateful, thank you.

[nickyserrano]

I don’t have experience with refunds, but Etsy does state that each shop should clearly state its own policies (making a note to self to do this) regarding returns, exchanges, refunds etc. including time period, who pays postage etc. 

I did have a package go missing once, and I concluded that it was my responsibility to send out a replacement even though it meant I lost money on the sale (postage twice etc.). In that case my gut feeling was that the buyer was being truthful (and when the first package turned up eventually she actually offered to buy it a second time), so I’d go with your gut feeling. If you think the buyer is being dishonest then I’d contact Etsy to ask for help. At the very least you should get your first item back.

Hope that helps!

[ManmadeKnitting]

Thank you nickyserrano,  yes I have clear policies on returns and refund in my store. Yes, I agree I would need the first one back before I do refund her, which I would gladly do. 

thank you for your reply :)

[MyShackDM]

Hi. It does not look too good to me. I am sorry that has happened to you.

First thing - I would have never sent out another package before receiving the first one back from her.

Do you have a tracking number for the second package you sent her? You need to contact your postal carrier and sort things out before you give any refunds.

If you are unlucky enough, she would end up with two orders from you, plus a refund. Seems like a pretty good deal for her.

I have been bullied by a customer before, and even reported to Etsy once because I would not give into their demands. Thankfully, the vast majority of customers are nice and honest.

I would contact Etsy for help asap.

Good luck.