To refund or Not to refund that is the question?

[SOJJewelry]

Most of my pieces are custom. I feel I have clear pictures and descriptions of what the products look like and my shop polices clearly state that "Personalized custom jewelry is non-refundable" (unless I make a mistake. ) Yet I continue to get customers who want to return personalized items. I always give them a refund.

For those of you who sell custom pieces. How often do you say "no" to a return and how do you do it?

[SpangGangDesigns]

You are in no way obligated to return custom items, unless there was a mistake or defect. If you continue to not stand by your policy, that is up to you. I've never had a customer request to return a custom order, unless that was an error, etc. I would not accept it. I have had a couple of customers who very clearly used my product for a photo shoot and then a week later wanted to return it. I copy and paste my policies on such requests and refused the refund. Neither were happy, but I wasn't going to stand being taken advantage of. Now don't get me wrong, we offer 100% customer satisfaction and great customer service...but one can't just decided 2 weeks later to return it (not in original wrappings). We have policies in place for reasons.

[JewelMeShop]

I've clearly stated in my policies that I don't refund unless I make a mistake. It happened to me twice, buyers just didn't like the item they received and I gave full refund as I want all my customers happy and try to build great feedback.
Tracy your shop is lovely and you already have great sales and feedback, it's time to stick to your policies.
As buyers don't read policies maybe you could copy the link to custom order conversations stating clearly you don't refund custom orders.

[maydaylabels]

I just explain to them that since I can't resell it, I can't take a return. Then I give them the repeat buyer coupon code (the discount is pretty substantial, approx. 25%) in case they want to purchase again.

Maybe that happens in 1 in 500 or 1 in 1000 orders, though. Not often.

[maydaylabels]

Oh, and if you find it hard to say no (I find it very hard), one of the best things you can do is set up a snippet with the text already prearranged. Something like,

"I'm sorry you can't use this [name of item here]. Unfortunately since it has your custom text on it, I cannot resell it, so I can't offer a refund. There is a repeat buyer coupon code, though [insert coupon code here], if you want to purchase again with different customization."

Then when you get a question like that, just type

Hi, [customer's name]

and then insert the snippet. It is painless.

[StuckOnSilver]

https://www.etsy.com/listing/112496535/mens-custom-leather-cuff-save-the-date?ref=shop_home_active_1...

I looked at this listing and noticed that, although this is a customized item, you do not indicate that you cannot issue refund once it is purchased. I suggest that you copy the text of your return policy for custom items and add it to your listings. Be sure the word "custom" is in the title so PayPal, Etsy and credit card companies don't dispute your denial of a refund request.

Take a deep breath--good luck!

[maydaylabels]

Do not put boilerplate text in every listing. Putting it in your policies is generally enough - it's a tab on every listing description, so easy to access.

Repeated identical text in every listing can hurt your google standing.

[TheTangledCat]

I have another shop - hand painted personalized ornaments. With all of my sales (over 3,500), I don't think I've ever had anyone want to return a personalized item. Of course, there has been the rare personalizing misspelling (the customer or me)...or a weird ornament scratch I didn't notice...or some little thing...but I always just replace the ornament. I may have even provided a bit of $ back because of a misunderstanding or delayed shipping, etc. But I just don't do refunds or returns. My policies clearly state such.

For the occasional request that comes your way, I would remind the customer of your policy. And just say no! :)

[KiltedWoman]

If you are not going to follow your own policy why not change it to read "I accept returns on all items, even custom orders." Could be a selling point if that's what you're gonna do anyway.

[HeidiDiCesareDesigns]

This happened to me recently as well. I just told them (really reiterated my shop policy) that custom items are not returnable as I can't resell it. I was extremely nice about it, but you have to stick to your guns with custom items. Too much work and effort to take a loss like that! Usually this happening is an exception, not a regular occurrence. Good luck!!

[Former_Member]

I don't really understand why someone would want to return your item. The photographs are perfect and you show all features. If they are not different to what they see in the picture there is no way they want to return them for other reason than just changing their mind. You have thousands of sales and hundreds of five star reviews, so I don't think you should worry about your reputation by saying no. Let alone you just don't have to do that.

[Former_Member]

Hello everyone,
I wanted to ask for some advice.
I sold a one of a kind scarf to a woman through the international post service, not tracked just standard. It should have arrived within a few days but she claims that it hasn't arrived when it's been over a month. She demands a refund, I explained that I may be able to claim on the 'lost' package but they're not guaranteed to make a payment out for it and this could be a long process. I said I could refund her with the possible claim money but I cannot afford to pay her from my own pocket as I'm a very small business!! She did not like this and told me I had to refund her or give her another scarf by the end of the month or else...!!!
Please help, I don't know what to do!!!

Laurie X

[SageNThymeDesigns]

I don't accept returns, refunds or exchanges on anything since everything in my shop is handmade to order. If I make a mistake I will repair or replace. I have violated my own policies on rare occasion when I just want the situation to end, on a happy note.

I've started including a link to my shop policies in the note that Etsy automatically sends to buyers after a sale. It says that all sales are final and please read my shop policies, once I begun work on your order it cannot be canceled, etc.

I've found that offers ME some piece of mind, since I've done everything I can to ensure you know and have access to my Policies.

[Former_Member]

Thank you Joanne.
Hopefully I can try to prevent this happening in the future by taking your advice.
I'm just not sure how to end this deal!!!
I suppose I just need to do what I feel is right.

[byMaryGalou]

Hi Tracy! I've been reading a lot about this and it seems that quite some buyers just don't read policies. In my opinion, you shouldn't refund. Maybe just be nice and give them a small discount code as consolation, but think of all the work you are wasting because of something that just isn't your fault!

[Former_Member]

Thank you for you help!!!
The scarf ended up arriving this morning which is fantastic!! But I would not like anyone to have this experience, it really isn't nice! Like you say Mary it was something out of my control and not my fault!!! X