Business Topics
How do you deal with customers like this?
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Original Post
I opened a shop about 1 month ago and only have 13 sales, so Im still new at all this.
Anyway, each one of my listings says the item will be shipped within 3-8 business days because its custom and I have to make it. It says this TWICE in each listing! And each description is short and simple, so I dont know how someone can miss it.
Well, I had someone buy something, then a day later she was freaking out because she didnt have a tracking number yet and she needed the item asap.
I kind of freaked out too, because I didnt want to say something wrong and end up getting my first neg. feedback....
How should I handle this in the future? How do you handle people that dont read descriptions and want you to kiss their behinds??
Posted at 12:27 pm Dec 18, 2012 EST
Responses
You might want to ask in a private team...your customer might think youre a pain in the butt hehe..
I always contact customers with a custom made order, that way they know exactly what to expect with times. Even if its written twelventy times in my shop.
www.etsy.com/teams/7718/site-help/discuss/11421928/page/1/
May want to read these as well:
www.etsy.com/help/article/483#thecommunity
www.etsy.com/help/article/360
Posted at 12:30 pm Dec 18, 2012 EST
i had this happen in one of my other shops a few weeks ago and i just canceled the order and refunded in full. the buyer needed the custom item immediately and i couldn't turn it around that fast. i sent a nice note explaining that i couldn't do it in time and wished her luck. i never heard back from her but I assume all went well....
Posted at 12:30 pm Dec 18, 2012 EST
cant see your shop...if you have more than one account you need to disclose that!
Posted at 12:31 pm Dec 18, 2012 EST
Most customers skip the most important information in your listings (so get used to this).
All you can really do is politely remind her that it does state in the listing that they are custom and there is a delay and the time frame she should receive it.
Also, I'd offer to cancel the order and refund if she wanted. If she needs it ASAP and there's no way you can do it, offering to refund may help defuse the situation.
Posted at 12:31 pm Dec 18, 2012 EST
yea, always Politely offer to refund if someone is mad before you start working.
Its not a good sign that communications between buyer/seller is starting off well
Posted at 12:32 pm Dec 18, 2012 EST
I kindly point out my posted shipping time frame, subtly remind them that they did not let me know ahead of time that they had a deadline, then explain to them that the last thing I want to do is disappoint any customer, which is why it is better to inquire first if I can meet their deadline or not. If I cannot meet their deadline, I let them know when it will ship, and offer the option to cancel the sale.
Posted at 12:34 pm Dec 18, 2012 EST
@ felicesereno - This is my sisters account actually, she opened it a few days ago to buy something, Im just using it because I dont want to out my shop... But I personally only have 1 account.
Posted at 12:34 pm Dec 18, 2012 EST
Offering a refund makes sense. Im just so cut and dry that I dont know how to handle other people.... I really need to work on my people skills :-(
Posted at 12:38 pm Dec 18, 2012 EST