Kiss and Make Up? Help -- I need to vent!!

[#1]

I recently sold an item to a customer in the UK (as I have successfully several times before). I must not have checked a box properly, and the customer was charged $17 duty and fees for a $30 item.

I was unaware of this though, until this week when she posted a negative feedback about it.

As soon as I saw it -- I mean AS SOON AS I SAW IT -- I emailed her, apologized, took responsibility and offered to refund the duty and fees if she provided me with the exact amount of extra charges she incurred..

She emailed right back with the amount.

I refunded on Paypal right away, and emailed her to let her know.

She emailed right back and said she received the notification from Paypal.

I emailed her right back and told her I had initiated a "kiss and make up" on Etsy, and if she was so inclined, would really appreciate her updated feedback.

No response.

Nothing

Not yesterday

Not today.

I don't think she's going to Kiss and make up ; (. I don't know why she wouldn't, but 2 or 3 days have passed now, and her responses to the other emails was pretty instant.

SIGH.

Trying to stay positive. . . but does anyone know if "Kiss and Make Up"s take extra time to process/post for any reason?

Any words of wisdom or support out there my Etsy friends? Also, do any of you have stated policies about responsibility for paying duties or fees when shipping outside the U.S. you'd be willing to direct me to or share?

My husband and son said don't worry about it, it's just one, but I'm afraid that BIG RED MINUS SIGN is etched in my brain now : (.

THANK YOU FOR LISTENING, and any and all feedback is appreciated!!

[PatinaPatina]

UPDATE - I received a positive rating from the buyer today. I did contact Etsy support and shared the details -- maybe they nudged her??

Anyway, for what it's worth here's what I learned:

1. Update policies to address out of country taxes/duties/fees

2. Check the buyers other feedback (turns out she had left the same
feedback fro someone else)

3. Use Etsy support to help when needed

Last, but most definitely not least:

4.Etsy Success team is an amazing support mechanism - you offered helpful advice and made me feel SO MUCH better!

Thank you again.

[HareAndFern]

Cathy, you are not responsible for custom duties. A day ago they charged me with over $40 (!) and the seller from Canada feels really bad about it, but I'll never ask for a refund because of something my stupid country did. I mean, hey, it's just not fair.

I'd advise you not to do it again. You should state clearly what we all do - the customers is responsible for any fees and duties. Good luck!

[Former_Member]

Ugh, I just got my first negative feedback today and it was VERY negative and harsh! I felt sick and refunded her immediately without a second thought.
I just posted a thread in this forum about it and one suggestion was that I try a kiss and make up but I am afraid that like your situation, it will go unanswered.
I too have that BIG RED MINUS SIGN burned into my brain! I feel that this will be the beginning of the end to my shop if people read that horrible feed back!
I also got a suggestion to contact Etsy and see if they will remove one if you have a good explanation... maybe try that. I'm sure going to!
Good Luck!

[Former_Member]

Cathy, good summary and follow through!

[Spellbinderie]

Ginny: Etsy won't remove that feedback. You gave a refund, contact the buyer for a kiss & make up.

Cathy: YAY!