Should I ship ?

[FrenchVintagePrints]

One customer bought 5 prints on April, 24th. I have a "Buy 5 Get 1 free" promo so I tried to contact her to ask which free print she would like. I sent 2 convos and 1 email and didn't get any answer. In the last message, I told her that if I didn't hear from her today, I would select a free print for her and send the whole thing tomorrow. Do you think that's reasonable or should I wait more ? My initial processing time stated today as the shipping date.

[SageNThymeDesigns]

I think you did everything you could. Assuming you tried contacting her through her email as well as Etsy convo's. I usually tell people that if I don't hear from them by XX date, then I'll ship XYZ. I do wait until the production time frame has passed. Ship it. She may not have even realized there was a 'get one free' deal in the first place.

[HeidiDiCesareDesigns]

Why does this happen? I am beginning to think there is some kind of glitch in the Etsy convo system. So many times, I have tried to contact customers after a purchase and they just don't respond. I even look up their email on their Paypal receipt and email them, mostly to no avail. I did the same thing; i.e. "If I don't hear back from you by x, I will do y". I think you did the right thing by just sending it out....it's a freebie after all! This is such a frustrating problem.

[LeedsRadio]

I have had long delays getting responses with Etsy convo's. I think many customers use secondary email addresses, that they don't check often for use on Etsy.

[Former_Member]

I agree with Richard - I've learned my customers usually aren't as addicted to checking their Etsy activity as I am (lol). If I really need to get in touch with a customer and they are not responding to my Etsy Convo, I will send them a message to their regular e-mail & that always works.

If there was more time, I might try to reach her onec more through her regular e-mail & expain that I have been sending her messages thru Etsy Convo. But since today is your deadline, go ahead and pick for her (you should have an idea of her taste since she already picked 5) and include a note that states you tried to contact her & you hope she likes your choice for her. She should be appreciative that you went the extra mile.

[PrairiePrimitives]

I believe that one can choose whether to receive an email notification of a convo. Your customer probably did not select that option, if she even knew it was there.

I agree with Gina. Hopefully there's a pattern/style/theme to the prints which were ordered, and you can choose a free one that coordinates with the others.

[KnitsByNat]

I now automatically send a message to both Etsy convo and their email on the invoice. Most of the time they reply through their email and not Etsy.

[decembermoondesign]

I would select the print for her and ship today.

[WillowLakeJewellery]

Hmmm, I think I would choose a print for the customer that is similar to the ones they have chosen to buy, and send it along with a note that I would happily exchange it for one of her choice, provided she paid all the shipping charges.

[FrenchVintagePrints]

Thanks everyone. I sent the prints with the one I selected and I haven't heard from the customer yet so I assume it is ok.