Printable File -- customer confusion?

[Former_Member]

Hello all,

I have encountered two instances where customers have purchased a digital file from me, I emailed them the print-ready file, then they contacted me several weeks later inquiring why their print has not arrived in the mail yet.

The following is clearly outlined in my product description:

ORDER TO INCLUDE:
1. A high quality (300 dpi) digital file that you will receive via email in PDF format. You will not receive a print or frame. It can be printed at home or at a professional print shop of your choice.

Has anybody else had this issue? If so, how did you resolve it, and how do you suggest that I more clearly communicate in my product description what the order is for?

Thank you!

[lkdBoutique]

I have had the issue a couple of times, so I made sure to include "Printable" in my title and state several times (in various ways) through the description that it is digital and will not be mailed. I also use the terms "Printable PDF" and "Digital File" as my materials used.

I looked at your items (super cute!), and I've noticed that "Printable" is the first word in all of your descriptions, AND you couldn't be more clear in your description that the item is digital. Hmmm...

You invariably will find the customers that just don't read the description, so I fall back on customer service. I don't offer a refund since they still got the digital file they ordered, but I do offer either a discount on my printed services OR a free digital item (of lesser value) that compliments the item they purchased. In my experience, just offering to give them something "for their trouble" makes all the difference and turns an irritated customer into a repeat customer.

I hope this helps! Have a GREAT day!

lisa

[Pininkie]

I had it once, luckily the lady was ok about it. So I updated every item to include this somewhere near the top of the listing:

• • • THIS LISTING IS FOR A DIGITAL PRODUCT • • •
• • • NO PHYSICAL PRODUCT WILL BE SHIPPED • • •

Plus its in my policies, shop header etc.

[Former_Member]

Lisa and Tanya -- thank you to both of you for the good advice! That all definitely helps a lot, and I will use both of your suggestions. Makes me feel better to know it's not something I've miscommunicated, I just need to scream it out loud!

P.S. Love both of your shops! :)