Reviewing Policies

[Former_Member]

Not to long ago, I had a lady contact me about returning the scarf that she bought. She said that she thought that the item would be at her house within 3 days of purchase. My listing, shop announcements AND my policies all say 1-2 weeks to make the items and then another 2-5 days to get to the house. I told her that I was willing to refund her, I gave her a link to my policies and I rewrote them for her and she still doesn't get why her scarf came within 10 days after purchase. She also doesn't understand the whole shipping back process and the refund money policy. Can I have someone read my policies and tell me if they make sense? Also someone to advise me on what to do?
Thanks in advance,
Olivia

[SpangGangDesigns]

Your policies seem clear to me. Per your policies, you do not have to refund her or take the item back. Then again, depends on how you want to handle customer service. If the item is new and resellable, maybe it's worth it to take it back (at her expense to return it). I've done it before when someone "changed her mind". No harm and I felt good knowing that I was professional and didn't give anyone a reason to dislike my shop. My goal is that she'd be back to purchase in the future and have positive things to say about my shop.
If it were me, I'd offer her a refund, minus her original shipping once the item was received back in new condition. And, return shipping would be at her expense. Provide your name and address and direct her to take the item to her local PO.

[Former_Member]

I would simply request that she send the item back if she's not satisfied and once you have it back in its original condition, you will refund the purchase price.

Sounds like she's never purchased online before.

As for your shipping times, I always send a note to the customer thanking them for their purchase and letting them know when their item(s) will be shipped.

They also get an auto email when the shipping label is created with the tracking number.

[Former_Member]

My thing though is that she like the scarf, she just wants to return it because she didn't get it on time. Plus she's missed the one week return mark.

[kidsstore]

Is the customer new to Etsy? If so, she might not realize that you are not a brick and mortar store (tell her a regular store in a regular building) and a lot of the items are made up after they are purchased. Also, you are the only person in your store, and manage your store in between work, family, and just everyday life. That is why your items are not shipped as soon as the order is placed. You may have to explain things in extremely basic terms so she will understand.

It might be easier to just refund her for the scarf, minus both shipping fees, and after you have the returned scarf in your hands and in the same condition it was in when you shipped it.

[GirlpowerKnits]

I'd have her send it back at her cost, for a refund minus original shipping charges.