Hello everyone! I am a new etsy shop owner for a few months already. I have to sold a few items and came across one "unhappy" customer. She told me her cups arrived broken where a handle was missing and on the other one where it was chipped. I bubbled wrapped these items like there was no tomorrow to prevent this happening. She then asked for a refund. On my shop policy, it states that I do not exchange or refund made to order "orders", but since I am a new shop, I didn't want to get a bad review from her because we all know, bad reviews are horrible!! So I told her I would refund her partial payment back. (I spent more in shipping then what she even paid). But I was okay with that because I didn't want any bad talk. I asked her to throw them away at first and I would issue payment, but then I asked for pictures (which she stated she would do) and I already dished out refund. Well she responded to me 2 days later after she said she would send me pictures, stating that already threw them out and the garbage was already picked up. I'm so lost! I mean I already called a loss on these items even though it took A LOT OF time and patience to make. Has this ever happened to anyone else? What should I do differently next time? Are there customers that take advantage of smaller businesses? Sorry this was so long!!
