Processing Time Confusion

[Former_Member]

I'm wondering how much customers actually understand what processing time means or even look at what the listing says. I have had a lot of customers lately purchase listings say for example on Wednesday and want them the following Wednesday. My Processing time says 3-5 days. They also live across country. I've even had one customer cancel when I told her to purchase the priority shipping. My latest customer is choosing to ignore me. Now I have to decide, ship first class like she paid for or upgrade for free. Then I eat the difference. It is a rather large order so I don't want to loose the sale. So I am pushing to get it done in 2 days. Grrr.

Anyone else have this issue? Or tips to help my customers understand what processing time means?

[PiecesofMeCardsnMore]

I assume your items are made to order. I suggest posting in each listing "This item is made to order and will ship in 3-5 business days. Please take this into consideration when planning for your event."

[TheFairLine]

Why not add a day onto your processing time to give yourself a little more room and then spell it out in each listing that it is made to order and will ship in 4-5 days -- just like Judy says and then also explain that if they are across the country from your location it could take another 5 days to get there. Many people do not read the policies page so I think it might be a good idea to add the wording to each description.

As sellers we understand how long it can take for shipping but many people don't and just assume it will get there a day or 2 after it is shipped.
I also think some people understand or think that the processing time means the time it will take to get to them from when they ordered the item.

I don't think you can be "too" explicit in your information. We are all in a hurry and don't take the time to read and figure things out at times.

Good luck!

[Former_Member]

Thanks for the advice. Yeah sometimes I wonder if people think processing time means from my door to their's at the time of purchase. I will start tweaking my listings.

On a side note. I have been talking to this lady all day making a custom order. She made the purchase. 15 minutes later wants to cancel because she found something else. Grrr again.

[Former_Member]

In my 'thanks for your purchase' email I simply state that their selections will be shipped by xxx date and they should receive them within about a week of that date depending on the speed of the postal service.

So far, nobody has complained about the processing time at all.

[Former_Member]

Jana, I hear you! I get this problem all the time. A customer will ask "Can you send this by next Friday?" and I have to clarify "Do you mean can I SHIP it by next Friday, or will you RECEIVE it by next Friday?"

I also get the "Do you have this size in stock?" question a lot....even though I try to make it pretty clear that everything is made-to-order. Part of the issue is that Etsy has that drop-down of how many pieces are "in stock"....sometimes I have to clarify that it means I have the MATERIALS to make it, not that it's already made. Nothing is already made. I would need a warehouse!

[SimpleKnitShop]

I find that clarity in communicating to customers can often be challenging. People usually want to know when they will receive an item but since I have no control over the US Postal Service I can only specify the ship date.

For processing time, I tell customers "Your item will be completed by XXXX and shipped on XXXX" and give them either a specific date or a range of 1-2 business days."

And if the customer wants an item sooner, I give them the option to upgrade shipping at their expense.

[Former_Member]

Some people just don't read. Take that for granted and just make sure you communicate your projected ship date to the customer in your acknowledgement email. I always do that even if the item is made and ready to ship, I acknowledge the purchase with a thank you email and let them know when I can ship it.

[Mzcarley]

I think websites like amazon and other sites have created this expectancy that the item is ready and waiting to be shipped within a few hours and can get to its destination within a few days.
I also think that the customer assumes that we can have the item made within a few days or hours. That we can have it shipped the day of or after the order is made.
I agree that customers don't read