Sale terms and conditions

[TheWrenandRabbit]

Sale terms and conditions are not showing to the customer. I am currently talking to a customer who wants to return an item bought on sale, and in my sale terms and conditions I have that they are final sale. But nowhere does it show that to the customer, so how does the customer know that it's a final sale?

[leinweberstudio]

Sale terms and conditions are not showing to the customer.

I saw the info in your listings, right at the top under "shipping and return policies". I looked at a couple of your items and they state "exchanges only". And you have the same info with your "on sale" items; they all say "exchanges only".

If you do exchanges, why not returns? You can sell the thing to someone else. Even if it was "on sale". Jewelry isn't food, it doesn't spoil, so can be resold.

Having a "no returns" policy on Etsy doesn't work out well for many sellers, because all a buyer has to do is complain to Etsy that it wasn't as described, or defective, or not as shiny as expected or whatever, basically a NAD case, and Etsy will refund them and let them keep the item too.

And sometimes, if it's under 250.00 (including shipping) and your shop is in very good standing, they pay for this refund out of their own pocket; if not, they'll take it out of your account.

So, the wise thing to do here is accept returns.

[NoFrogsAllowed]

Sales terms and conditions only work if the customer believes them and abides by them.  Etsy doesn't stand behind them if the customer challenges them.

[JustMeToo]

@TheWrenandRabbit   Having an "exchanges accepted" policy isn't a good idea.  It means the buyer is held hostage to choose something else in your shop if they weren't happy with their first purchase.  I move on when I see that policy.  Accepting returns is much better customer service, and you are more apt to get your item back (to sell again).

[TheVintagePineapple]

Your final sale information shows on your shopfront under FAQs and also on the listing pages but only if the buyer scrolls down far enough and clicks on FAQs and then 'custom and personalized orders'.  Then the buyer can read: ''We can accommodate custom orders whenever possible. We strive to make sure all custom orders are what the customer requests, however please note that any custom order where the item has been altered or personalized is a final sale.''

It doesn't mention anything about a sale item being a final sale, only when it's been altered or personalized.  Was the item in question altered or personalized?

Etsy typically doesn't take a seller's FAQs into account if a buyer opens a case tho.

[CraftyCornishMaids]

faq's are not policies, and are not considered in a dispute,
and it doesn't say all sales are final, just personalised and custom are.

your shop says you are in winnipeg, Canada, your production partner is in Thailand, you handmake items, and you ship from North Dakota, USA

I think there's something wrong with your shop setup

[timelapse]

@CraftyCornishMaids - It is possible that they are in Canada and ship from US.

Winnepeg is only about an hour from North Dakota or Minnesota borders

(Not getting involved here, just adding some geography to the equation : )

[TheWrenandRabbit]

Ummm, first of all none of this has anything to do with my technical issue which is why the terms and conditions for a sale are not showing up for customers. How I have my returns set up is the way that I want it set up but if it's on sale and I put in conditions when setting up the sale, the customer should be able to see that. I'm only referring to items in my sale. I don't know where you got the idea that I have a Thailand production partner because that is news to me. I live in Winnipeg and I ship on both sides of the border, as do thousands of other Canadians that live near the border. Anyway that has nothing to do with my technical issue, I would like to hear from a technical person from Etsy regarding this.

[leinweberstudio]

I don't know where you got the idea that I have a Thailand production partner because that is news to me.

In your shop, on the front page, underneath the ABOUT page, underneath the Shop Members, underneath Production Partners it says

Yupaporn Yu - Thailand - production facility

So sorry if this is news to you! If incorrect, you'll want to change it asap.

[BagmakerSupply]

@TheWrenandRabbit: The "terms and conditions" that are displayed to a buyer in the listing are the ones that you set up in your Shop Policies and attach to a listing. From Etsy's standpoint nothing else is binding. Policies must comply with both the laws where you are and where the recipient is.

See https://help.etsy.com/hc/en-us/articles/115014372467-How-to-Set-Up-Your-Shop-Policies for more information.

[VintageRescueSquad]

If you want to hear from a technical person, you have to contact etsy through the Help Center or through chat. They do not monitor the forums.

[TheWrenandRabbit · Accepted solution]

Okay thanks. I don't think anyone is understanding my problem. 
Regarding my return policy though - I owned a brick and mortar fine craft shop and also wholesaled my jewelry to other shops for years. When I started the online shops and eventually closed my store, I did take returns but I realized after a few years that people purchased online much more quickly and without much thought, there was way more "regrets" and "borrowing " for events and then wanting to return. In my store, it was exchange only, and that was the norm for craft shops as most were consignment and once the artists got paid, we couldn't ask them to return the money for a return. After many years I switched my online to exchange only also so that people "think" before they buy. This doesn't mean I don't do refunds.