how to handle un-reasonable request

[cloudbb]

one of my orders ships international. the estimate is 15 workings days, one of message i received was 3 days ago saying he did not receive within a week, and today he said he thought 10 days are too long and want full refund and will not buy from my shop again. i am newbie on etsy, i dont know how to handle this thing. please advise.

[Former_Member]

If I was you, I would explain to him that international shipping will usually take more than 10 days. The shipping speed is out of your control and you cannot help how long it takes. You stated the estimated time, and he knew that before he purchased.

I would convo him professionally explaining this. If he absolutely wants a refund then I would just give it to him or have him send the item back, then refund.

Good luck! :)

[2TrickPony]

Hi Jane,

depending on the country you are shipping to, the shipping, customs, and delivery can take from 2 weeks to 6 weeks.

I would write to the customer and firmly but kindly inform them that international shipping is more time consuming than domestic, and that, if he decides not to accept the parcel, you will refund him:

WHEN you receive the parcel back.

stand your ground though, offer the tracking info -
but the threat about not buying from you again, just let that stuff
go.

[Paintspiration]

I agree with Rachel, I'd refund only after the buyer returns the item. It is still within a reasonable amount of time for international delivery.

[ArtistiKat]

What Rachel says.
Kindly but firmly state that shipping times for International orders are longer than domestic; and that you will refund him once the package has been received by you.

Don't refund before you receive it back.

The other comments... don't take it to heart.

[BlackCatStudio98]

I have found that international shipping usually takes 10-14 days, sometimes less, sometimes more, and I put that in my shipping notifications. I have had international packages take 8 weeks to arrive.

As others have said, explain that typical shipping is 10-14 days, but can take longer, and then let them know you will give a refund after you receive the item.

Seriously though, how can someone hold you resposible for shipping times, and then say they won't buy from you again because of it???

[KiltedWoman]

I would copy and paste the link to the post office that gives delivery time for his country. He should not buy from anyone internationally if he needs it in a week. Make sure you state throughout your shop how long international orders take. I also include info about customs fees as well. He will probably be surprised by that little detail too!

[Squier]

Another thing to consider is the cost of shipping. I personally would not refund the cost of shipping on the item especially if it's no fault of yours or the post office did not damage it during shipping. Something to maybe have in your policies is that the buyer is responsible for shipping costs of returned items.

[FunandBaubles]

I agree about not refunding his money until you receive the item back, and kindly but firmly informing him of the facts of life regarding international shipping. Don't let it bother you; some people are just unreasonable.

As a funny aside, I got a request to overnight a package this morning. It took us a few emails to figure out that she is in the UK and I am in the USA. She was perfectly sweet though.

[Former_Member]

Personally I would view the threat to not purchase from your shop again as a promise. In other words, with some difficult customers it's simply not worth the headache to try to keep them as they will only create a new headache each time you deal with them. A customer like this taints your joy and creativity, something you definitely do not need!

I agree with others...refund the price of the item after you receive it back. If you have clearly stated how long international shipping takes in your shop, don't refund the shipping or pay the return shipping.

[Former_Member]

Refund after the item is returned. Let the customer know the tracking information and let them know it is still in transit.
Carol