Customers purchasing digital file patterns expecting a physical product.

[Kandoupatterns]

I don’t know what’s going on this past week, or what has changed, but I’ve suddenly had a considerable number of customers purchasing my digital file patterns under the impression they are purchasing a physical item. I’ve been on Etsy selling patterns for twelve years now and while it has happened from time to time, the scale of this issue has rapidly increased this past week. All of my files are clearly labelled as patterns, and there is even text on the images for the listings to which this issue happening. I’ve also noticed that traffic has hugely increased way above the norm for my shop in December, so I’m thinking that Etsy is showing my listings to people who want to buy bags without indicating they are not physical items. I noticed there used to be a little download icon on the images, but Etsy has taken it away now. Something has changed and it smacks of underhand marketing to me. I can’t keep issuing refunds, but don’t want people people to be out of pocket. Just wondered if other pattern sellers are experiencing this issue, and how do you respond? Having said no refunds to someone yesterday, they went and left a one star review on the pattern- something I’ve never had before.

[Eiderglass · Accepted solution]

I have the following personalisation box on all my patterns: "Please type "Yes" to confirm you are aware that this purchase is for a digital PDF download, to be printed by you at home, and no physical product will be sent!"

[Kandoupatterns]

Thank you so much - that's a great idea, and I have to say it never occured to me that I could do that with an auto download file. I'll look into it right away. Best of luck with your own shop!

[PieceByNumberQuilts]

@Kandoupatterns  I do the same as @Eiderglass, and mention at the same time that they can't use the app to download, they need to use a browser.  This has cut down considerably on the "I can't download this from my phone!" complaints.

[TBQSC]

Zipper Pouch Sewing Pattern, 5 Sizes, Makeup Bag Pattern, Cosmetic Bag Pattern, Fully Lined Pouch, PDF File, Instant Download

Using the above listing as an example ... while the title does clearly say it is a sewing pattern, the part about it being a PDF Instant Download is not given until the very end of the title.  Most people don't read the entire title or even the entire description!  Therefore, I would move THAT important information (PDF Instant Download) to the very front of the title, or at least in front of the words Sewing Pattern, thus making it more prominent that the pattern is indeed a digital file, and not a physical item to be shipped.  Same for the listing description ... you do have it mentioned in the highlights and within your first paragraph -- great -- and I see you also mention it again further down --awesome!  Keep up the great work! 

"I can’t keep issuing refunds, but don’t want people people to be out of pocket." 

So long as your buyers are actually downloading the files, they are not out of pocket ... so don't refund!  Sorry you got a bad review just for standing your ground on your shop policies!  Those darn little Grinches!  

[Kandoupatterns]

Thank you. I'll have a look at the titles, although I'm reluctant to move the PDF info up further. I don't really see that it will make any difference as they are evidently not even reading the start of the title. I just feel something has changed here, so am now looking to move off the platform after Christmas. Too many hurdles to jump now, so it is no longer worthwhile. Best of luck with your own shop, and Have a Happy Christmas!

[LastCentury]

"Zipper Pouch Sewing Pattern, 5 Sizes, Makeup Bag Pattern, Cosmetic Bag Pattern, Fully Lined Pouch, PDF File, Instant Download"

well you can certainly duplicate this listing and shorten the tile with less word repeats so the pdf is closer to the front... just to test the seo.

Zipper Pouch Sewing Pattern in 5 Sizes for Fully Lined Cosmetic Makeup Bag, PDF File Instant Download

or even 

Zipper Pouch PDF Sewing Pattern in 5 Sizes for Fully Lined Cosmetic Makeup Bag, Instant Download File

[Natalya1905]

I blame cheap apps that have totally changed buyers' expectations on the prices. Also, Etsy ads attract new shoppers. Many of them just don't read descriptions and click-fast-buy-fast from their phones.

I had to add an info card to the photos of my patterns listings. Sometimes it helps. Not always though. 

[Kandoupatterns]

Yes, I do think the whole Temu scene is changing internet shopping in a really negative way. Buyer expectations are now unreal, and there is no interest in reading any information or text provided. I'm adding text to all the images now. Such a pity, but I agree, we are left with no choice, and no support from Etsy. Wishing you all the best for your own shop, and have a very Happy Christmas.

[TerrificTemplatesCo]

Occasionally Etsy hides the product titles on listings in the app. So it is possible that the customer only saw your images. In fairness, if that were the case, none of your images indicate that it's a pattern for sale. Most pattern sellers have adapted to this by marking the first photo with a "pdf pattern" text overlay, and adding extra relevant digital download info in their picture slots. This helps for those occasions when the buyer only see your images and no other detail is in front of them. It's frustrating I know, but there's likely a few things you could do to help eliminate that from occuring. Beautiful photos though!

[digitaldoodlebug]

Some of your listings have words on the first photo. I would double down on that including adding "printable pattern" to the image and description/title. Even "print at home". People who are expecting a physical item won't know what PDF means. 

Take a look at mine: https://www.etsy.com/listing/1369982839/
Since doing this I have only had one person think it was a shipped item. Which they didn't respond after tactfully pointing out the listing details. 

As clear as you are for it being a pattern, caps and first words of description, you need to be about it being printable file. I saw no mention in the first paragraph. After a very long description you bring out PDF files. Then finally digital file. 

[BlaqKat]

Wasn't there something about AI bots on Etsy categorising things wrong when putting them in search? I'm sure there was a dollhouse maker who suddenly had a rash of people buying her dollhouse furniture expecting real-size furniture.

I'm sure it turned out that Etsy's bots were "reading" the image, seeing furniture and putting it in the search under "furniture" rather than just dollhouse furniture.

Maybe it's something like that.

[OmasFabricStash]

Have you thought about adding a photo of the pattern?  If the customers are just looking at the photos they will assume they are buying what they see.  

[TBQSC]

@Kandoupatterns Whether you decide to stay on Etsy or not, I wish you the very best!  

"Sewing Pattern" ... this is capitalized in many of your listings, which really does not mean anything, but perhaps is why buyers think they are getting an actual shipped pattern.  Instead of capitalizing sewing pattern, I would capitalize "DIGITAL DOWNLOAD" and put that at or near the beginning of the title.  Google (and now Etsy) only show buyers the first 40 characters ... THAT is where you should be putting the most important info for buyers to see!