processing times

[Former_Member]

Do you have to put processing times on your listings? Im finding that people aren't looking at them anyway. I have had 2 bad reviews because they think their items took too long. I havw even gone to the point of telling people when they order how long they can expect to wait and they still leave bad feedback. And why do people leave bad feedback wothout talking to you first so that you can try to make them happy!? Sorry my vent of the week!

[Former_Member]

I have it in my shipping info and in my listing description as well. If it something other than a ready to ship or one of my headbands which are pretty fast to make, I also send a convo with when they can expect their item to ship.

Even if they read none of it, I have covered my butt at least.

[SpangGangDesigns]

There appears to be more than just 2 negative reviews based on shipping and processing times. Your listings state 2-3 weeks, but many comments state that it was >1 month. I think that you need to seriously consider some things. For example, if the longer processing times are because you are so busy with orders, it is time to work smarter, not harder. Increase prices. It may, in turn, decrease the number of sales, but you will be making more profit to offset this. Make sense?

I hate to say it, but in today's world, we live in the "now" era. Most other online companies don't make you wait a month to receive products. People expect to find the same thing on Etsy....quick shipping. Can you find a way to meet customer's expectations?

I've always used feedback from my customers to improve my product, process, and shop. Your reviews tell it all. You aren't meeting your customer's expectations/needs. Find a way to fix that and you will have happier customers :)

[WilliamsGiftshop]

Communication with your customers is everything!

So, yes, it is very important to have processing times listed AND communicate them to your customers.

And perhaps you simply need shorter processing times, if possible, to satisfy your customers.

PS: I took a look at one of your 2 star reviews and even though you say processing time was 1-2 weeks, the customer says it took over a month.
Obviously the customer did not realize that they have to wait 'processing time + shipping time'. That means you need to communicate that.
Learn from those reviews!

[WintergreenDesign]

BeaG is right... communication is everything. I work with brides as well and they like to be kept informed. I state in my listings and tell my brides that processing times are 6-8 weeks... in fact they are closer to four weeks. The 6-8 weeks gives me breathing room and when I am able to get out the order in four they are delighted.i think you need to be honest with yourself in regards to how much work you are able to take on. Good luck

[Former_Member]

I like what Christa said about breathing room. I pad my time some too. I'm not overly busy with the shop but I have a life and a 2 year old. Stuff happens. Most the time I have a headband done in 1-2 days but my listings say 3-5 just in case I get a bunch of orders at once or I have to deal with a sick child issue or a teething thing or whatever the situation is.

When I can get the item out in 1-2 days instead of 3-5, the customer is thrilled! I do the same with my other items. I can typically work faster but want to give myself some margin if needed.

[WilliamsGiftshop]

Yes, I have built-in breathing room too.
Having multiple chronic health issues means I'm not always able to do what I planned to do. Or at least, that is what I keep in mind. In reality I always finish my custom orders early and that makes my customers extra happy. A win-win situation.

[PAPERFLORISTS]

My orders are mostly customer orders for special occasions I state in my listings that if the item is needed by a certain date to check with me before ordering. Most people do. I also, like many have already said, add a cushion to my processing times.

[Former_Member]

Thanks ladies. I think I will be spending some time overhauling my shop. Appreciate all the advice. Im feeling defeated today.

[StuckOnSilver]

Be clear with buyers about 1) time to create the items and 2) about shipping times. I give myself wiggle room also--I state one to two business days to ship but if I get the order early in the day I will ship it the same day. All the best!

[PaperPlanePrints]

You don't necessarily have to add processing times to the shipping info section while you're editing a listing. But it is still important to plaster your times wherever possible so there will be little confusion-- and then you have to stick to it. If you need more time, you should change your stated times.

I don't use processing times set by Etsy (in the shipping section of edit mode). I can't because most of my items are custom and require more communication with the buyer before I ship it out. But I do list the time frames:
-- on every listing
-- on the outgoing message that gets attached to their order confirmation
-- on my policies page
-- in the shop announcement

The only person I can think of who said I shipped late was someone who apparently forgot she had given me extra time over a holiday via email.

I've had to take a hard look at my processing times and will be adding an extra week of cushion in there. That way I'm not staying awake to 2 a.m. trying to meet deadlines. So if you need to add more time in there so that you can comfortable keep your word, do so.

Best of luck!

[Former_Member]

It's so important to send all packages out promptly in my opinion. And if you aren't, it needs to be made very clearly thru Etsy (and email as well) that they know this ahead of time.

Good luck!

[LouisaAmeliaJane]

But William, your stuff looks great. Don't be defeated, just work it out.

[WilliamsGiftshop]

No harm is done to your overall review score AND you've got a lot of valuable advice by asking us for help.
So, don't feel defeated, you will be in control from now on!

[Former_Member]

Thanks again everyone. I will be changing all of my times and every message that goes out. And I thunk I will be raising prices. Its not even wedding season and im swamped. That's a good thing though. Nobody ever said success would be easy!

[SpangGangDesigns]

Very Smart to raise your prices. If you are that busy and it's NOT even wedding season....you'll have great success! (with a profit margin that is better and well-deserved)