Uninformed Customers

[Former_Member]

How do you deal with uninformed customers?


A lot of my items are used at baby showers, bridal showers, and weddings, so people need them in a timely manner. However, my shop policies are that I ship 2-5 days after an order is put in and then if they don't upgrade their shipping to priority, it will take however long the post office takes.


I'm doing what I can to tell my customers that by putting ALL that information in my email once a sale has been made.

So, how do you deal with uninformed customers? Or make sure they know about your store polices?

[Former_Member]

I assume they don't read. And sometimes even after I contact them, they STILL won't get back to me. I had a lady I convoed and emailed FOUR TIMES to ask her which scents she wanted in her four bar sampler pack she wanted, and she never got back to me. I finally just sent her whatever.

For my bridal clutches, I try to make sure every detail is hammered out BEFORE they buy.

It can be frustrating, but that's why we're here, and why we're handmade.

[AprilGetsCrafty]

I saw a shop that listed their turn around time in every listing before their description even started. This puts it out there upfront. Maybe try that?

[HausofAriella]

Assume people don't read. I've had two negatives recently just because the buyers didn't read the description so they thought they were buying something different. Also assume that people don't read the email that gets sent when they order because it appears at the bottom of their Etsy receipt. For things that take longer, especially the cake toppers since they're very occasion specific, I always email the customer after getting the order to thank them for their purchase and make sure they know how long it will take. I had to cancel an order this morning from someone who needs them by next week and didn't see that my current production time is 3-4 weeks.

[iheartcharlie]

Andrea I just looked at one of your listings and there was no mention of time frames in the actual listings. To cover your self mention it in your listings and provide a link in your listings to your store policy page. Then they can't say they didn't know prior to purchase.

[Former_Member]

This can be more than frustrating. I had my first negative from a lady that sent a check and didn't account for the time it would take for the check to arrive and be deposited plus shipping (she lied on the feedback, but at this point I don't care - I'm happy to be done with her). I state in both the receipt and in my policies about the turnaround time after payment; my turnaround time is in my listings. Customers just don't read or only read and understand what they want. I contact each customer after the sale to reiterate my turnaround and shipping policies and to give them an ESTIMATED ship date. If they need it be a certain date, I ask them to give that to me so I can account for shipping, etc. It's a pain in the rear, but people will contact me after I've sent a convo, sent the blanket, etc and complain about how I didn't get it to them in 4 days. Whatev. I'm in my 9th month of pregnancy so I couldn't care less right about now.
Basically, contact them directly, state your shipping and turnaround times and a link to your policies if they have any other questions. Like Ariella said, assume people don't read.

[Former_Member]

I have wondered this myself as i ship from the UK i have started to put this on the bottom of my listing. As some people do not read the policies.

[Former_Member]

My first reaction to this was to suggest putting your turn around time in your listings - but I see other people already beat me to that! Just make sure the useful into is as easily Accessable to the customer as possible (in listings, in your policies, and maybe in your shop announcement section?) Good luck!

[jordandene]

I try to put my turnaround time in each listing as well as my policies, but I totally agree that some people just buy things without reading anything about what they are buying. Maybe the best way is to have all of the most important information written in each listing in a very easy format to read (bullet points?) and take any unnecessary info out. But I don't know if anyone can help customers who don't read the information -- I've had people complain about the materials my aprons are made of, even though it says at least three different places that they're made of cotton. Hopeless :)

[Former_Member]

Timelines for receiving items is a huge thing, and unless it's right there in their face, they probably expect it to be sent out within 24 to 48 hours. Since your timeline for turnaround is different from that expectation, I would put it in the listing and in the note to buyer. That way, if they don't read it, they had ample oppportunity to do so.
You may also want to consider putting it in your shop announcement as the current turnaround time and if your items are made to order, put that EVERYWHERE.

[MythOfTheWild]

If this information isn't in your policies or every single listing description, put it there now.

If people still buy at the last minute even once that's there, there's nothing you can do. A surprising number of people buy last-minute and expect a miracle to occur. I recently had such a situation - I had a commission come in in the middle of April. I made the piece, created the custom listing, knowing she needed it by the middle of May - fine, I knew it would be there in time. But she didn't buy it until only a few days before that. I did what I could, offered faster shipping but told them it still wouldn't arrive in time. Fortunately she was understanding, and it didn't arrive in time as I told her, but she was still pleased with it.

Christmas is a nightmare, too. I think everyone should have info like this in easy reach, especially during the holidays, as well as with shipping deadlines.

[Former_Member]

You could just make priority shipping your default method. I'm thinking most brides would want that anyway. And if they want them in a timely manner, they'll understand that. But then post everywhere -- policies, announcements, and each listing, that that is the method you use. Include that it takes 2 days in most cases. Use it as a selling point for your shop. Then, you could include that if someone just wants first class, you could refund the overage to them through paypal.

[Spellbinderie]

I make a lot of custom wedding orders, guestbooks, and understand the issues one faces with uniformed customers. I also ship from France and most of my clients are in the US and Australia. I have my turn around time posted in each listing with a recommendation they also read my shop announcement for further delays during the busy wedding season. This is posted up on the top before their eyes wander and they stop reading. I also have it posted in my policies page and included in the message to buyer.
I also offer expedited shipping, it says this on each listing and says to go to my policy page for pricing.
It took me awhile to do all this but has reduced issues with expectations.
I also follow up each order requesting the date of the wedding then I send them a ship by date so they know when I will mail their guestbook. If they do not respond via Etsy, I contact them via their regular email.

It's exhausting, i wish Etsy could make it that when they went to order the item, they'd get a message saying this is a custom made order and expected turn around time plus shipping is X. (with an option to expedite!) and they'd have to approve that before ordering. :)

[Former_Member]

I put my turnaround time in all my ring listings and most people don't read it. . .

[WildflowerSalvage]

I think it is important to be as clear as possible when listing...is this information on each listing? Not all people read shop policies....I admit to being one of them. If there is a a delay or extra time for production, this should be listed on each applicable listing. This way there is no room for error.

[Former_Member]

This is a little bit off-topic, but still relevant as far as shipping times.

I was at the post office the other day and heard the clerk explaining to someone that the only difference from first class to priority is the weight. Delivery time is the same, but anything over 13 oz can't be shipped first class.

I knew that part, but didn't realize that anything UNDER 13 oz will still get there in the same amount of time, whether shipped first class or priority. I've had people ask if I'd upgrade a small item to priority to make sure it would get there faster, yet when I track my shipments, I've noticed the shipping time has always been the same, regardless.

And if you ship through PayPal, you get tracking for .19 cents on first class.

[Foxery]

Customers definitely do not read your policies. Everything they need to know has to be in the listing. Then, if you need to communicate with them, use the PayPal email address that came with their payment, as not all Etsy convos get through. I have no idea why, but I have had customers tell me that time and time again. I think it has to do with their settings, or perhaps not fully confirming their Etsy account. I'm not an expert on that one, I only speak from experience.

Importantly, do not put the turnaround time at the start of the listing. It ruins your SEO here on Etsy. Put it in the first paragraph, but not the first sentence. The first sentence of your first paragraph is your listing real estate gold for SEO.

[wildwomanbeads]

If you're selling an item or items that may be needed quickly, it's your job as shop owner to let potential buyers know what to expect in terms of time for an order to reach them. I think that information belongs as a standard in every listing.

In my case, when I can't always ship right away, I immediately contact the buyer and let them know the reason for that and give them options. They usually answer promptly.

[AnneLondezGlass]

I ship from Switzerland, which is usually twice as expensive as everywhere else. I've chosen to assume that buyers won't read anything and that they expect fast shipping wherever they are so I've taken the decision to always ship Priority without asking them. It means I have to include part of the shipping costs in my prices but I get a lot of praise for my fast shipping and I've noticed that packages that get lost usually were sent Economy.

[Former_Member]

I try to keep updating my policies, so if there are any changes, it will be available to them BUT most people I find don't even read them! I get repeat questions over and over again. I don't mind answering these questions because I want the customer to be happy with the service and how things progress, and the outcome though. So if i have to answer all these questions, at least they will also have them in their emails or in their convo records with me.

[Former_Member]

Thanks everyone ! Great advice!

I'm thinking to add a blurb in each notice about shipping. And although this can take awhile, I can at least do my most frequented items :)

Also, I'm very curious about the difference between first class and priority now... hmmm... I was thinking of making this a default for my shop, but my items are very inexpensive. So someone could by an item for $2 and pay upwards of $6 shipping.

Lots to think about and improve on.
:)

[WildflowerSalvage]

first class is normally 2-5 days. I don't think there is much difference, except for the cost. I actually have had packages sent first class ship faster than ones shipped priority....depending on where they are shipped.

[Former_Member]

Meredith Jordan from wildwomanbeads says
If you're selling an item or items that may be needed quickly, it's your job as shop owner to let potential buyers know what to expect in terms of time for an order to reach them. I think that information belongs as a standard in every listing.

Well said Meredith. I think the time to inform the customer about shipping times is before the sale, not after. I realize it's in the policies but like others have said, not all customers read the policies. It should be stated clearly in each listing so the customer can't come back and claim they didn't know.

And just an FYI, listings for shipping upgrades are against Etsy rules.

[Former_Member]

Not sure if someone has already said this, but also list it in your shop announcement?

[Former_Member]

Andrea, have you ever used craftopolis.com? You can batch edit listings, so you don't have to do each one individually.