What do you do when...

[AVisionToRemember]

you have a customer NOT read the description or anything from the listing and are mad at you because it isn't what they were thinking. I have had this happen to a few of my customers (less than 1% of sales). I don't refund for this particular thing because of its nature. (sorry I am being so ambiguous, don't want the thread closed for calling out :(

I need a nice (not snarky like I feel like :) way to say sorry but there isn't anything I can do. I do offer that I will give them a credit if they purchase the finished item instead because then I do believe that it truly was a mistake and not someone working the system. Any ideas?

[Former_Member]

Is this a custom listing or someone you created already and listed for sale?

I'd probably just link them to the original item listing, tell them this is what was described in the listing as what the item is/looks like/is made of. Apologize that it is not what they expected, but it was clearly described in the listing when they chose to purchase it. that's that. If they ordered it and didn't look at the description, that's their problem.

[PearlesPainting]

Did they think they were getting a bag but instead got a pattern to make the bag?
Or something like that?

[Former_Member]

I'm assuming that someone bought a pattern thinking it's a finished item. Have you thought about sending an email or message double checking that they know it's a pattern before you send it to them?

[TheWhimsicalMuse]

That's a tough one. If someone thinks they are purchasing a finished item but doesn't read the title or the description to see that it's a pattern that could be a big surprise for them. I'd think about putting myself in their shoes & assume they made a mistake. I find that even the most well meaning people don't always read all of the details. Personally, I would go back over my listings & policy page to make certain that it was clear beyond a doubt if something like that came to my attention. If I felt absolutely comfortable with my my listings & policy page, I would work on that message. Keep it short & sweet. I don't think it's necessary to do a lot of explaining or to focus on your policy (unless the buyer gets really pushy after you've written something nice).


Dear Buyer,

I'm so sorry you are not absolutely thrilled with your widget pattern from avisiontoremember! The item you ordered was for a pattern to make a widget but not for an actual finished widget. Here is a copy of your receipt for your reference.... I'd be happy to let you use the purchase price of your widget pattern toward the price of a finished widget in my shop. Please let me know if you're interested.

Sincerely...

[herie7]

I agree with Pam statement a nice note after the fact will go along way in repairing the situation.

I would also take the extra step on a purchase to reach out the buyer and ensure they are not looking for a finished product. This step might save both of you a lot of time and energy.

[AVisionToRemember]

Lets just say hypothetically it is for patterns :) Pam that is exactly what I have been feeling like I say but sometimes I don't know if I come across with any emotions? Know what I mean?!? Thats my struggle.

The problem with reaching out to each purchaser of "patterns" is that I have 24 hrs to email the pattern to them. Some days I am able to do so in 2-3 hrs other days it can be in hr 23 that they get emailed. Also, 75% or so of my buyers are new to etsy so I have found that many of them don't get convos. I could also email them but have found that that process can be slow in getting a response.

I have on occasion had a comment to the seller that has been a little funny so I always email/convo them to make sure and sometimes they do want the "pattern" and other times they don't. But really the "scenario" only happens to less than 1% of my buyers.

I have struggled with this since the first time it happened several years ago and have tweaked my listings and policy with each new scenario. I will be doing so again this go around. Thanks for your replies!

[TheWhimsicalMuse]

I hear you. I sometimes worry that my emotions show when I'm responding to a convo if someone has made a request that seems a bit different.

I've purchased from sellers of digital products a number of times. Some have very lengthy messages in their item descriptions, policy page & message to buyer about this being a digital product & "you will not be receiving anything in the mail" blah, blah, blah. I totally understand the rationale for doing that, even though it can be a lot for people to read.

Is there a reason you have to send the pattern within 24 hours? I'm wondering because I reserve the right not to ship orders if I have a question (like if something seems off in the address) until the buyer responds.

[Davs]

Maybe you could go in with an editing program and add wording to the actual photo in the listing letting the buyer know exactly what to expect when they make the purchase. They might not read the description but you know they will read the text in the photo...

[ConcertinaPress]

I second Sarah - using an online editing like Piknik.com makes it easy to add type to photos

[AVisionToRemember]

Sarah and Ruth...that was the next thing I was going to do to the listings. Its going to take me awhile cause there is over 50 of them but hopefully that will get rid of all doubt :)