procedure for handling etsy returns question

[Puzzleguy]

I had a customer request a refund -said it size was smaller than they though ( In the listing i had the size of the work )

then they said it was to small for their Baby ( in the listing it says 3 and over )

My son told me i need to establish a etsy return policy -

does anyone have way to deal with this ?

 

( Been thinking about changing my listings to - not for small children under the age of 5 )

[kmmcrafts]

So you haven't filled out your shop policies? I'm not sure but at one time if a shop ran without policies etsy placed their generic one.. not sure they still do that or not.. some years ago customer complaints and arguments between shop owners and etsy's shoppers about this very thing so customers took to etsy for a shop that wanted to return an item and the shop policies was blank but the seller wasn't willing to take returns.. Believe etsy "made them" refund because there was no policies. 

Anyway, here is a screen shot of what mine says.. it's not been updated in some years now and maybe I need to read through it and update it as things change over the years.. You're welcome to copy what mine says and edit where you need to..

I personally like a generous return policy for the customer because I would want that if I were buying and didn't get what I thought.. Consider adding ( if needed ) a price increase to make up any expense that you may incur for returns etc.. Some of my items IF they want to return I have told customer to just donate it to a charity or goodwill etc.. Sometimes return shipping cost for a cheap item hardly worth the cost.. Even though customer pays shipping both ways.. I don't have many cheap things these days though.. LOL 

As for the small children thing... I use this as the bottom of my listings..  ***WARNING*** CHOKING HAZARD The puzzles are NOT suited for small children.. I also designed address return labels on vistaprint with a choking hazard logo type thing and each puzzle when it's shrink-wrapped gets a warning sticker on them

The issue with etsy that I dislike is.. the listing page where the description is... they made it small and cuts off half of my description so customers don't see the full description unless they click the "read more"  and many don't read what's there let alone read more, LOL

 

Edited October 27, 2021 by kmmcrafts

[kmmcrafts]

Also just to add to what I said in my last reply.. Since many folks do not read ( especially the full description ).. I was always being asked" How big is this " or other dumb questions that the answer is in the description IF they'd read they'd get their answer, LOL..  I find people do "look at pictures"  SO to keep my sanity over these dumb questions I found that adding photos with the ruler.. I hardly ever get asked now..

[BadBob]

I let them ship it back at their expense, but that has only happened to me one time. It's in my shop policies.

Much like kmmcrafts, I always try to post a photo with some way the customer can see the size.

 

[kmmcrafts]

I don't get very many returns either, but a return policy is a must have or you can land yourself in a sticky situation.. I've probably only have had maybe 10 - 12 return request and maybe 4-5 damaged replacement issues.. But I do go bat crazy on packaging well.. 

On Amazon the returns are more than they should be.. BUT you work off of their return policy which is almost always free returns so that kind of sucks.. I have always said on here that I have a love hate relationship with Amazon.. I only sell there and try NOT to shop there.. That said.. I get a LOT of business on there for what little I have listed.. You just have to treat them like a wife and say yes dear, LOLLOL.. They are 120% for the customer and - 20 for the seller when anything goes down.. If item ships late due to the shipper.. and even though you mail it out on time or before time.. doesn't matter.. late fees or free returns at sellers expense happen.. They hold funds for like a week after the customer has received item.. and pay out every two weeks so depending on when the payout comes if you sell something today you may not be paid for it until 3-5 weeks out, LOL  The one real nice thing with Amazon though is.. so long as you print the shipping labels through them.. IF a customer claims to have not received their item but tracking shows delivered.. Amazon sides with the seller as it shows it was shipped.. They handle the B.S. behind it all and depending on value of item.. they may require customer to make a police report etc. in order to get replacement or refund. There have been more and more scammers doing this.. I've been seeing some Etsy sellers complaining of this more and more.. at one time it was going on a lot on Amazon.. Sad to say but at some point we might have to start shipping with signature acceptance only.. 

[Puzzleguy]

Thank you Kevin , 

I really appreciate it -have though about how to word my

return policy -Ive had two problems - both people were hard to deal with

one was a customer who sent me like 4 emails before she bought anything -

I think she set me up for a fall  - felt like it was a scam 

guess im worried about a bad review - especially when what made her unhappy was

clearly stated - 

 

[kmmcrafts]

1 hour ago, Puzzleguy said:

Thank you Kevin , 

I really appreciate it -have though about how to word my

return policy -Ive had two problems - both people were hard to deal with

one was a customer who sent me like 4 emails before she bought anything -

I think she set me up for a fall  - felt like it was a scam 

guess im worried about a bad review - especially when what made her unhappy was

clearly stated - 

 

You'll probably find that eventually you have a customer that'll not be pleased no matter what you do.. I had a customer 2 months ago leave me a 3 star.. first time ever getting anything less than 5 stars.. Customer was from another country... and said they was leaving 3 stars because it had been 2 weeks and they still had not received the item... I was like Really! I shipped it in the mail the same day they ordered.. not really my problem if the mail system fails you I did my part mailing 3 days before I had to.. I have it set up for them to upgrade from first class to priority which they did not upgrade..  ( I didn't actually say this to them.. just thinking it to myself LOL ) I checked the tracking and it was at customers postal office and was scheduled to be mailed the very next day that they left the review, LOL.. 

I just wrote in a response to the feedback what I felt was non judgmental toward them or the mail system as best I could.. I see some sellers responding to poor feedback with lashing out to the customer.. that would make me never buy from them if I seen something like that.. Sometimes I have to wait a day or so to respond to some of them so I can keep my cool, LOL

Best thing I would do is just do what you can to make it right for the customer.. more good and great customers than the bad and the great ones make it all worth while..

Most times I do NOT refund unless they provide a tracking number that it's being sent back and it shows acceptance in the mail system.. OR until I receive the item back and it's still in like new condition.. However there are occasions where I just refund just depends on the customers vibe etc.. But it's truly best to write up and follow your policy for everyone.. I've just not follow that rule to the fullest.. some customers are awesome so I give exception sometimes.. 

[BadBob]

17 hours ago, kmmcrafts said:

Best thing I would do is just do what you can to make it right for the customer.

That's what I do.

[Puzzleguy]

I was able to set up a return policy ( Thank you to Kevin and BadBob )

unfortunately they don't let you change the format -

Maybe their is a way ? - Im looking into it -

I at least have a halfway decent solution .

 

Edited October 29, 2021 by Puzzleguy

[Puzzleguy]

One thing that bothered me ( in the current format ) is that i have to eat my shipping to the customer -

I want to ammend whats their to say something like -" Shipping both ways is the responsibility 

of the buyer "  the format I got says the return shipping is the responsibility of the buyer -

doesnt talk about the shipping to the seller . i also want to add i need tracking on returns .

But actually that may be a given - because they have to prove i got it back, where i have proof they got it from me.

[kmmcrafts]

13 minutes ago, Puzzleguy said:

One thing that bothered me ( in the current format ) is that i have to eat my shipping to the customer -

I want to ammend whats their to say something like -" Shipping both ways is the responsibility 

of the buyer "  the format I got says the return shipping is the responsibility of the buyer -

doesnt talk about the shipping to the seller . i also want to add i need tracking on returns .

But actually that may be a given - because they have to prove i got it back, where i have proof they got it from me.

Are you using the one esty puts in place? Do they not allow you to make your own any longer? I'm kinda confused by you saying you don't like the format etc.. When I did mine I had full control over format / layout of my policies in order to what I wanted it to be.. etc. I know over the years etsy has took more control from the sellers.. But that also helps weed out shady sellers and gives an overall better feedback for etsy as a whole and their sellers.. Used to hear of shoppers having bad experience and spreading info about how bad etsy or etsy sellers.. when each seller is not all bad or all good to deal with.. Etsy had to start making rules etc.. to keep overall experiences good as possible.. It's sad that there are so many people to take advantage of every situation they can.. both from sellers and buyers..

[kmmcrafts]

Another thing I do is have this auto message go to the buyers.. it's printed out on the packing slip that gets mailed in with the item.. I have mine say this.. That way the customer knows I'm not doing their VAT.. BUT.. this is outdated as things have changed so I'm going to edit this and put my return policy in that.. maybe remove the VAT thing as now days it is handled through etsy.. but having a return policy mailed with the item is helpful.. Many folks to not read these policies anyway.. they are in place when there is an issue you have guidelines in place.. Mailing it with the packing slip would put the info in their hands so they don't have to look for your policies.. Etsy doesn't ( in my opinion ) put them out there where they are seen well.. Anyway this message to buyer can be filled out by going to your settings and then hit info & appearance.. This message prints out on the packing slips..

This is what I have in there right now but I think I'm going to update it and put my return policy on it. 

Copied from my message:

Thank you for shopping with www.KevsKrafts.etsy.com 

Come back again as I am always adding new items. 

Any problems with your order please contact me through Etsy's Conversations link on the top left of the page, I want to be sure everyone has a enjoyable shopping experience with KevsKrafts

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