Made to order cushions - no returns / exchanges - negative feedbacks

[KKPearlDecor]

Hello Everyone ! 

 I own a pillow shop. Made to order cushion covers. We offer samples of the material, but not every buyer reads the description. If I do not agree to accept return  for refund or exchange, I receive negative feedback. There is no way to call Etsy, and if report review  to remove a review, Etsy refuses. Is anyone in the same situation, please help or suggestions.

What you do if you don't accept return and buyer wants to return the product? 

Thank you 

Christine

[GieseDeseiGns]

I believe unless your orders are custom, not just made to order that legally in your country you have to accept full returns, if you are not compliant to the laws of your country, accepting returns within 30 days,  the customer has a year to request a return and they do not have to return the item either.

[vintageNCtreasures]

You have no policies in place and since your in the UK/EU you have to accept returns (and also cancellations) for any reason.

A buyer has 14 days to contact you about a return and 14 days to return it to you. Since there's no 28 days on the policy page you have to select 30 days.

Made to order is NOT the same as "custom" made.

Custom items would mean you have to do a size you do not normally do, out of a fabric you don't normally use.
Or you personalize the cover with a name, date, etc. 

With no policies in place, a buyer has 1 year to return for any reason for any item even custom made items for a full refund and they keep the item.

But you still need policies in place for this and also a privacy policy. 

If a buyer opens a case more than likely Etsy will refund them in full since you don't have policies in place.

[vintageNCtreasures]

Plenty of info on the help pages.

How Do I Follow EU Law Regarding Returns and Refunds? – Etsy Help

Selling to EU and UK Buyers - Our House Rules | Etsy

For custom-made products, digital items, certain perishable goods, or goods which can’t be reused for health or hygiene reasons and are unsealed after delivery, sellers must clearly warn buyers that they won’t be able to return these types of items. If not clearly stated, then buyers can return those items.

If you sell items that are exempt from the right of withdrawal, you can specify which types of items may not be returned by selecting the appropriate options from the dropdown menus in your shop policies.

[BagmakerSupply]

@KKPearlDecor: Unfortunately bad reviews are a cost of business. The reality that a customer can leave any review they want.

"not every buyer reads the description" One of the defenses of a "no returns accepted" policy is that it is prominently displayed to the buyer. If they are not reading the description they are not seeing the policy.

"report review to remove a review" With some very specific exceptions removing negative reviews is not allowed and in many places removing it would be illegal.

[LeParisMetro]

Besides the return policies you are required to have, it appears as if they did not receive the items they were expecting.  Why would you not want to take care of your customers? I agree with one reviewer who said it is poor customer service.  A no return policy would deter me from buying from you since it says that you don’t believe in your products.  And I am someone who never returns things but I like knowing a seller will take of me if there is a problem.

[NanaLetha]

Your policies are not UK legal.

[OmasFabricStash]

I almost asked if your policies were up when she ordered, but since you are in the UK it doesn’t really matter. Your policies are not in accordance with the laws of your country so you are selling illegally, the customer will get a full refund if she opens a case. You have been selling for a while so why didn’t you just refund when she first complained about the order? You should know that you are required to accept returns unless they are personalized or custom made. If they are just made to order, like so many others have said, then you need to refund in full. Sorry, but you were in the wrong with this one. 

[AAANativeArts]

In the UK/EU, you have to meet 3 criteria to make your return policies legal. It is the law in those countries, not just an Etsy requirement.  1)You have to accept returns for any reason or no reason and the customer has to notify you within 14 days and allow them another 14 days to return the item if you want it back.  Since Etsy doesn''t offer 28 days, you have to give them 30 days. 2)You have to have a GDPR Privacy policy  on the proper page of your store. 3)You have to show a physical address for your store and offer a phone number or email for the customer to contact you. If any one of these is missing, the customer has a year and a day to request refund for any reason or no reason, and they do NOT have to return the merchandise. If they file a case with Etsy, they will automatically refund and not ask for the merchandise back if any of these 3 requirements is missing.

If they leave you a bad review because you would not work with them and uphold the laws of your country, they are perfectly entitled to do so and Etsy will not remove it.  I think the only exceptions are personalized items and digital downloads.

Even in the US, many of us will not order from you to begin with if you don't accept returns. Like someone else said, that is an indication you don't believe your product is high enough quality that people won't want a refund. In actuality, if your product is properly described and of reasonable quality,  you won't get all that many returns.

[DigitalHeartStrings]

You seem to be well educated on this matter. I was wondering about digital products. It's a hard one because they immediate download, can use and just ask for their money back. I researched the Etsy Manual on this and it's unclear on confusing. Any suggestion you may have on this?  Thanks in advance.

[KKPearlDecor]

Thank you everyone for your help and time . I will change to accept return . Do you think I can offer partial refunf 75%  and rest will cover cost for packing , sewing cost and postage cost . 

Your opinion means a lot to me 

Thank you 

[PWOriginals]

@KKPearlDecor  Your post came up right before mine below.

A partial refund will never be satisfactory for a customer who is unhappy with their order.

Make them whole (also according to EU laws), and work on what's causing their issues. That's the part you can control.

[MinnieMaudsAttic]

@KKPearlDecor   You can’t deduct anything from the amount the buyer paid. So, item price and outward postage as a minimum. If the item is faulty/not as described, you have to pay the cost of the return postage too ( if you want the item back).

[PWOriginals]

Regardless of the legality of your policies -

You are refusing to help buyers with problematic orders (zippers breaking, fabric not as described, etc), standing on your "no return" policy.

Those buyers are very unhappy with the way you addressed their concerns. They didn't get what they expected and you're basically telling them "too bad, you can't return."

They leave feedback according to how their experience was doing business with you. You want that feedback removed because of your "no return" policy, as if that should absolve you from the responsibility of them being unhappy? The best way to perhaps "eliminate" this issue is to address the ongoing concerns, and not try to silence the disenchanted.

[vintagesilverlynx]

May I suggest putting yourself in your customers shoes? If you had bought cushion covers and the fabric didn't match and then a zipper broke, would you be happy with a partial refund and to be out of pocket? Or would you expect good customer service with an apology for the issue with the goods and a refund or replacement?

[JustMeToo]

@KKPearlDecor    Made to order is not custom work.  Accepting returns is called standing behind your product.  If you have confidence in your work, you will gladly offer to accept returns, because if the work is good, there won't be any, anyway!  I move right on to the next shop when I see "no returns" on this sort of product.  I prefer customer service should a problem arise from the purchase, just as I would receive in a brick and mortar store.  You are offering zero customer service, but expecting the buyer to trust you.  I don't even think you're allowed to have that policy in your shop! I just read all of the complaints.  WOW.  Perhaps work on making a product that actually matches the descriptions.  Threatening an unhappy buyer if she contacts etsy?  OMG.

[Jewels2at]

@KKPearlDecor  did you really sent two different colored cushions? 

If so, I am surprised the customer did not open a "not as described" case.

[ArtDollsbyJD]

Custom and made to order are two separate things.  If the buyer is ordering from the listing using drop downs that is made to order and is returnable.  Custom is something such as personalization or color not offered, size, etc.  Those orders should be moved to custom order.

Since you sell to the EU/UK you need to accept returns and offer 30 day for the return.

And if the buyer received two pillows that were different shades then I would call that 'damaged' since that is not what the buyer ordered or wanted and offer a full refund.  Personally I would not ask for them back but you could send a return label for the buyer to do so.

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