Why do sellers think that it is OKAY to do this?

[SweetCarolineConfect]

Seriously, my listings and shop clearly state that my turnaround time is 3-4 weeks. A customer opened a case against me because she "had not received her item". It had not even been 3 weeks! So I made the lollis that same day and even sent her an extra 6 lollis.

Seriously?! Why cant people just open a new message and message the seller directly to see whats up....

I dont get it!

[AdamRabbit]

That is frustrating, I would try and take it as a learning lesson. Sometimes buyers don't read listings very closely, so make sure it is crystal clear for them lol.

[SpangGangDesigns]

I think your listings are clear about turn around time. On a side note, as a customer, some of your listings scream turn around times, that I must read your shop policies before anything else, how to do a custom order separately - Personally, I think that this is all a little off-putting. I wimply wanted to read about your lovely lollipops.
To me, it says "jump through all these hoops and I'm going to lecture you before we even start". It's not a welcome message at all. Maybe it works for your business, just wanted to give a customer's prospective. Hope I didn't seem too direct - I really meant well. Erica

[Former_Member]

I noticed that one of your listings doesn't have the turn around time posted, but another one does. I would put the turn around time in all your listings as some buyers are just too lazy to read through long descriptions and then check the policies.

[threestonebirds]

If you don't already, I'd send customers an email and/or a convo to make sure they understand when their order is scheduled to ship.

[Former_Member]

Hello Andrea;

I am sorry that you had that experience. I agree that customers really do not read listings well enough. You might want to consider sending a convo to the customer reminding them of the ship date right after they put the order through.

I agree that the customer should have contacted you first....some people just like the drama of trying to cause trouble....it makes their story better.

Here's wishing you many wonderful sweet customers and a great success with your wonderful shop!! I found you through this post, so maybe it will serve you well like a blessing in disguise.

Cocokate.

[QuirkyUniverse]

Buyers are the reason any of us are in business. Instead of assuming they're bad or lazy or out to get you or don't read or love drama, maybe consider the fact that a lot of them think opening a case is just contacting the seller, they don't realize what opening a case means or that there are other ways to contact you.

[1AEON]

The internet allows people to be/do whatever anonymously...kind of. If you'd see these people every day in person, it would never happen.
Kill them love, kindness and don't let it get to you!
One love!

[PaperScissorsPop]

That was very generous of you to send the extra lollies.
Unfortunately as shop owners we have to deal with all kinds of people. Luckily mostly good but sometimes not so good.
Try not to let it bug you too much. You have a great product and you look like you are doing really well already.
My favorite expression at the moment: 'The customer is not always right. But the customer is always the customer'.

This person is a small drop in a big pond. Build a bridge, learn from it and focus on making your awesome lollies and making the rest of us happy!
mmm lollies!

[MerlinMN]

The buyer should have contacted you directly. If they needed them sooner, they should have contacted you even before they ordered, just to find out IF you could deliver by their 'deadline' date.
That being said, I try to keep it simple for myself and offer my items to the US and Canada only. Still, I have potential customers from other countries that ask about shipping to them. I do my best to find the cheapest way to ship internationally. I ask them if they have a preferred shipper. It hasn't been 'good enough' yet - I have not sold one thing to an international buyer. And yet, I will continue to research the viability of each request.
Don't be hard on them or yourself - we are all human.
Blessings,

[Former_Member]

People don't read!

They shop with their eyes and click.
Maybe all your tasty treats should by order only......then they'd need to read and pay attention. You could also put that statement in your message to buyer, PP announcement for purchase and a follow-up from you when you acknowledge the purchase.

I understand your frustrations......wondering too, is there a shelf life for your confections? Maybe that's a tag or description you could add.

"HEY, folks these are actually MADE TO ORDER..............you will not get to stick one in your mouth for four weeks."

[PiecesofMeCardsnMore]

Lori Ferguson from MaddDoggofTomorrow says
Buyers are the reason any of us are in business. Instead of assuming they're bad or lazy or out to get you or don't read or love drama, maybe consider the fact that a lot of them think opening a case is just contacting the seller, they don't realize what opening a case means or that there are other ways to contact you.

I agree with Lori. If they're new to Etsy (most of my buyers are), they don't know the ins and outs like we do. Also keep in mind that buyers can and do read Etsy's public forums.

[Former_Member]

@Judy, they may read some of Main Fora, but they rarely find the teams.

And was certainly NOT speaking French. The more honest and pure our statements, descriptions and information is for the customer the better off we are to protect ourselves in situations like the OP.

Its certainly not her fault that we must appeal to ALL types of buyers. We open ourselves and our products to many folks from all walks of life. The OP wasn't being rude, she has legitimate concerns for her business and her products.

[nycmetrogirl]

Maybe send a message once you receive the order to the customer saying "Please note this particular item takes 3 - 4 weeks for completion. If you have any questions, feel free to contact me"

Just to cover your side of the story and don't feel obligated to rush. :)

[Daysgonebytreasures]

I would email when they buy and remind them of the turn around time.. That might Help and Maybe give them a approximate date..

[Former_Member]

Some people just don't know how to be nice about anything. They should have contacted you first to find out why it was taking so long.

I think some people seem to be dramatic every chance they get.

I wouln't let it bother me to much.

[MelsCreativeWishes]

I just had a look at your store And I think you make it very clear that the turn around time is 3-4 weeks.
the buyer should have known this and messages you.
o you send out a message as soon as a customer buys something saying thanks and reminding them of the term around as stated in your shop annoucments? I think some people don't read the item descriptions fully and definitely don't read policies.

[Former_Member]

first thing under photos, in caps, write "This is a custom item. Will take 3-4 weeks to make before shipping"

then reiterate, a few different ways a few different times. Also writing custom or made to order in the title (again, in all caps) helps. it sucks to have to be so obvious about it, but sometimes its needed.

In all our listings, we also state if a listing is for arrows, just a bow, a bow with arrows, etc. It helps keep everything straight when someone gets upset for misreading.

[CactusCurio]

Hey Team!

Please remember not to discuss private matters or open cases within the Etsy Success team. We strive to keep our discussions focussed on small business concerns and questions, and discussing customer transactions go against our team's Dos and Don'ts.

Thanks!