Order Cancellation HELP

[Former_Member]

What policies do other fellow Etsians have in place for order cancellations? I began processing an order for which new products were purchased in order to complete the order and customer cancels. I do have a 15% restock fee in place but do I just take the loss or is this something I should be prepared to except (financial loss)?

[Former_Member]

I've been debating the same thing recently actually.

[Former_Member]

If its a stock order that hasn't been shipped, I'll simply cancel the order and refund the entire purchase price.

If its a stock order that has been shipped, i will refund the purchase price only once the item(s) have been returned to me.

If its for a custom order I will only refund a portion of the purchase price. In my discussions with the customer I always indicate how much of the price is non-refundable before the purchase is made.

[LetterLuxe]

Hello-

I've had this happen a couple times recently and was just about to post asking for advice when I saw this thread.

Most of my items are custom and made to order. If a customer cancels shortly after placing the order, I always give a full refund. Recently though, I've had a few very late cancellations - after I've already purchased my materials (some of which I can reuse, some of which I can't reuse).

I'd love to hear what policies other people have in these situations. Also what do you think about a cut off date for cancellations? Full refund within a week of purchase and then something different after that?

[Former_Member]

Well, I quickly went out and purchased he products necessary for the custom order. So, yeahs, I can relate. I do have a 15% restock fee in place to offset some of my losses and allow 7-14 business to refund the remaining balance. I can't afford to take these kinds of losses.

[SageNThymeDesigns]

My policies state that orders cannot be canceled once work has begun, which includes me purchasing custom materials. If you complete the order after the customer requests it be canceled, you probably run the risk of getting a negative review, but I don't think it's a good business policy to take a financial loss because a customer changes their mind.

Now might be a good time to reconsider and update your shop policies, to prevent something like this from catching you off guard in the future.

Other online stores (not just small Etsy shops) have no cancelation policies, just be upfront and open about your policies and most people will be understanding. If you don't like a shops policies, then don't shop there!

[Former_Member]

I've seen in several shops that do custom orders, once the order is made, that's it. If you already purchased the stuff to make the item, then refund a percentage. Make sure you calculate how much it takes for you to make your items so that you know exactly how much it costs you to make each item and how long it takes. Then when something like this happens, you will know how much, percentage to refund since you have already bought the goods. Just remember you are dealing in a world of people of click and buy and click and return when people find something shiny, better, and cheaper. Welcome to the 21st century.