Should I cancel a difficult order?

[SullyArtStudios]

*For some reason it won't let me reply - so here is my update*

Thank everyone for the feedback! I messaged the buyer earlier and stated I didn't think I could meet their expectations, she came back and said "just change two more things with another font of your choice!" - nope, I just can't. I did write a big explanation of why its not just "simple font changes" as she stated, in hope she can understand a reason to my decision, plus the font she wants to pursue I did not have a commercial license for and would need to purchase/pass the cost on to her. The fonts she is requesting just don't engrave well which i printed a sample to show the evidence, and she is ignoring that with her latest request. I did go ahead and inform her that I would do a 100% cancellation so she could apply the full amount elsewhere to get what she really wants and apologizing for not being able to do what she wants with the equipment I have. Sigh..... I definitely have learned my lesson with brides and grooms. It's funny because I know in the end none of the stuff really matters, but I also know its a very special time for the almost newlyweds and I think they lose site in all of the control and decision making they immerse themselves into. I had this horrible little pit in my stomach doing it, but I do agree that if I tried to continue then it may open the door for further critiquing the actual product once delivered. Thanks again for your feedback.

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I have a dilemma for my first time. It's a custom order and for a wedding. The groom-to-be purchased and had been designing with me initially ( I am custom designing save the date magnets and will laser engrave them or wood). I included three major revisions and we have blown past that at this point. Yes, my fault for not stopping but then the bride to be took over the communications and was more detailed/specific so I figured I could the extra effort and may get what she wants much quicker. Well, my mistake again. I have over 6 hours of design time into this with multiple fonts changes, complete shape/style redesigns/ multiple test prints/and now a wood change (which the wood change is ok because the cost is the same). I have even explained that some of their font changes would not work because they were too "thin" and won't engrave solidly on something small like these magnets, but they didn't believe me I guess and I had to laser an example to prove. I am 62 messages into this, its due by 8/26 and we've been going at since they ordered 7 days ago. It was only for $57 so I am in the hole already at this point without even delivering the physical product.

Really, my question is, at this point should I just politely let them know I feel I can't deliver/meet their expectations and cancel? I would refund all and just eat the effort and learn from this. Can they write a bad review against my shop if I cancel/refund?

Thanks for your advice here because this is a first for me!

[BrennetteMarie]

I would let them know you have a deadline for getting the product to them on time and do nor allow any changes to be made after that point in time. It might be hard to refund all their money after you have worked so long already to make them the perfect product but if they can’t decide on the right design before that time you might have to. 

I would also ask admin if they can leave a review for a refunded product. Hopefully they can’t 

Do your best and I am sure you will end up with happy customers because it sounds like you really care. Have a happy day Bobbi

[DeanasGallerina]

We've all had difficult customers for sure.  I agree with the deadline dictating an end to the changes and would plunge ahead with getting their magnets done then count this one as a learning experience. An investment per say in your process for the future.  

[Former_Member]

When it comes to custom orders - you need to establish time limits and number changes allowed, which you may not have done.  Regardless though, I would politely tell them that since they seem unable to make up their mind, you will be unable to fulfill their order by the due date, and, therefore you must cancel the order and issue a refund.  I would think that, since no product was delivered, and their money was fully refunded, they should not be able to leave any review.

[LittlecraftsByHelen]

I have learnt the hard way when it comes to customer satisfaction, lost money on a sale to make sure it's right, been up most of the night trying to meet an unrealistic deadline.

If it was me, u would message the customer and explain that while you are trying to make just what they want, some of their ideas are just not possible and the time pressures are forcing you to push them for a final design sign off, give them the option to cancel their order with a partial refund or get them to agree the final design that is possible for you to complete.

Not all customers will know the limitations of the products and they may appreciate your honesty.

Hope this helps and good luck with your business! 

Helen

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[CastinCreteDesigns]

@SullyArtStudios - I think you have gone above and beyond for them...and that is EXCELLENT customer service!!  It seems to me that you have done everything you can, but really they should have had their design dialed in as a couple before they got in 62 messages deep. At this point maybe just let them know this isn't something you can do in their time frame, and move on?   Your time has value, too. 

I'm not sure if they can leave negative feedback for a cancelled transaction. Your time has value, too.  I agree that you should check with admin.

Your products are beautiful!

Hope it goes well!

Joan

[ArtShopUniqueGifts]

I agree with what all said above and want to add that to me is logical that if you cancel the order it is non-existent/ void, so they cannot leave a review, but to make sure I would ask Etsy support. To my experience they usually respond in less than 48 hours.  

[ShopForWallDecals]

I've had to cancel several orders on Etsy over the years in my other store due to various situations such as impossible to please customers, pushy customers, customers that are not able to make up their minds, etc. and I haven't had any leave a bad review.  Have you considered that the signs are already there that the customer is hard to please and even if you complete it and ship it that they may leave a bad review anyway because (it didn't get there in a timely manner, fonts were too small, or it didn't look like it did on their pc screen, etc.)  I would rather cut my loses and refund now and even if they do leave a bad review it's not based on the product they can only say after spending a lot of time you cancelled the order.  That should tell any potential customer that they must have been hard to please. They may be angry that they have to find a new source but you would be rid of the headache.  It will probably only get worse if you fill this order.

I usually tell the person I have refunded as I do not think I am able to meet their expectations.  I then move on and not worry about feedback. 

[DesignsbyMignon]

I agree with all of the above.  At this point and all the revisions, it doesn't seem like you will please them no matter what you do.  You have already gone way beyond trying to please them.

A nice note to them explaining that ...... You are refunding their money and you want them to have the time to find something else.

Linda

[Former_Member]

I agree with all the above , seems to me you have reached your boiling point as well.

Brides and grooms can be tricky and demanding .I would refund and tell them due to reasons  above stated you cant  make this happen for them .You may want to see if they agree you refunding 1/2 of their amount due to all the hrs spent deciding and working on their product.

wishing you good luck