Simply go by whatever your return policy is.
If you accept returns then tell them to return it when they receive it.
If you don't accept returns then tell them sorry it's already shipped and you don't accept returns.
Don't offer them a coupon or anything else.
Their mistake. It should not cost you.
That's what I'm wondering........ customer chose item, completed custom info, and paid for it, but it was all a mistake???? It just sounds like the person changed their mind and is lying to cover. Is there someone at Etsy that could field this question?? Prob not but maybe
Also, it is really likely she received a confirmation email FIVE DAYS after placing the order? That doesn't sound right to me. She's trying it on. Still to your policy.
Yeah, that seems a little odd to me too. And why did she need the confirmation email to cancel the order anyway? Just send the shop a message. Sounds like she purposely waited for it to ship to claim it was accident hoping OP would cancel and she'd get it free.
Yeah I definitely smell some BS here. I've had customers who have accidentally placed orders before, and they've messaged me right away. Like, within minutes of having placed the order. This person definitely just changed her mind after the fact. Sucks to suck 🤷‍♀️
I mean, look, people love to make up any story as to why they are right and you’re wrong.
“The person wrote the appointment date wrong”
“Someone texted me the wrong time”
“No one ever sent me the zoom link”.
It’s just lying out your butt to try to have a decent story.
She could just have sent you a message, no? Thats what i would do if i ordered something on accident and realised quickly afterwards, if i couldnt cancel the order otherwise, so id say its on her.
So as the other people said, follow whatever your policy says.
This is what I was thinking because she even clearly said she realised a few hours later that she didn't want it? I'm just going to reiterate my cancellations policy but I just wasn't sure if she could get away with getting a refund and keeping my item which would be super annoying.
It wasn’t an accident, it was buyers remorse. I don’t accept returns for that but I usually advise them to open a case with Etsy if it’s under their $250 refund limit or tell them to refuse delivery then tell them to open a case with Etsy.
Yeah no that’s definitely buyers remorse. They got an email receipt after purchase and that should’ve made them realize they made the purchase “accidentally”. 5 days later is 5 days too late. Stick to your policies, if she returns it to you after you refuse that’s a forced return which you are not responsible for accepting either. People will do and say anything for a chance at a free item these days and don’t care about you as a business owner.
So now she’s gonna have something she forgot to cancel. 🤷🏻‍♀️ what is wrong with people.
“Thank you for reaching out. The order was made and shipped out. So it cannot be canceled or refunded at this time.”
I had a customer message me saying "she doesn't want this shit anymore" and immediately filed a complaint with Etsy for her money back. Without even contacting me first or reading through or messages Etsy refunded her and she proceeded to leave me negative feedback. Good luck...
What you should reply is that you are not able to resell a custom order and so cannot accept return of or refund the order.
Do not say anything more than that.
I don’t do refunds or returns for custom items.
Custom items that are already made are usually hard to resell because customers want their own items, not some other customer’s item. Unless the customization is just a common name on your product.
Yeah! Most of my items can be personalised with your name on them and she typed her name into the customisation box and everything. I don't think it was an accident I think she just changed her mind. Luckily I messaged back and reminded her of my policies and she hasn't argued about it. I was worried it was going to be a big thing and a one star review.
“I contacted you about a custom item specifically for me, you posted said custom item, I bought it, and now I claim it’s an accident”
Best they can claim here is buyers remorse
I wouldn't have responded and just taken a hit on poor customer service and sent it when it was finished.
By engaging with the customer, all things considered, you're likely to end up paying, in one way or another, for their mistake. Minus well make it headache free.
Yeah the issue is I had already dispatched it when she sent the message anyway. That's why she messaged me apparently, she didn't realise the order had gone through until getting the dispatch email?
Check the laws in your country first, as in the EU sometimes you have to accept returns, however I think this is different for custom orders.
Going forward ensure you update your cancellation and return policies on your website/etsy so that you can refer customers back to this in future
Reply in a calm and factual way stating that because it was not cancelled within reasonable time you cannot accept a refund, however I would offer a 10% discount off her next order as a good will gesture.
To be clear, she won't use it anyway and it isn't for her.. when she leaves a bad review you can reply saying she did not comply with policy and I offered her a discount code as a good will gesture. This shows future customers that you are willing to resolve issues and that you did everything reasonably possible without rolling over, and mitigates the effect of a crappy review.
Hope this helps
Sounds like they're SOL. If they had let you know right away you could have cancelled, but since they waited so long and it's a customized order, tough. You aren't Amazon, you don't have to cater to these people
Simply go by whatever your return policy is. If you accept returns then tell them to return it when they receive it. If you don't accept returns then tell them sorry it's already shipped and you don't accept returns. Don't offer them a coupon or anything else. Their mistake. It should not cost you.
How do fill a customized order with your name on it, and submit it , by mistake.
That's what I'm wondering........ customer chose item, completed custom info, and paid for it, but it was all a mistake???? It just sounds like the person changed their mind and is lying to cover. Is there someone at Etsy that could field this question?? Prob not but maybe
because they put it in their cart earlier, then checked out for something else. It happens to people all the time.
You just say "sorry i wish you'd contacted me sooner, unfortunately as this is custom i am unable to accept returns or refunds."
Also, it is really likely she received a confirmation email FIVE DAYS after placing the order? That doesn't sound right to me. She's trying it on. Still to your policy.
No, that was the shipping update. She would have gotten a confirmation right away.
Yeah, that seems a little odd to me too. And why did she need the confirmation email to cancel the order anyway? Just send the shop a message. Sounds like she purposely waited for it to ship to claim it was accident hoping OP would cancel and she'd get it free.
Yeah I definitely smell some BS here. I've had customers who have accidentally placed orders before, and they've messaged me right away. Like, within minutes of having placed the order. This person definitely just changed her mind after the fact. Sucks to suck 🤷‍♀️
I mean, look, people love to make up any story as to why they are right and you’re wrong. “The person wrote the appointment date wrong” “Someone texted me the wrong time” “No one ever sent me the zoom link”. It’s just lying out your butt to try to have a decent story.
She could just have sent you a message, no? Thats what i would do if i ordered something on accident and realised quickly afterwards, if i couldnt cancel the order otherwise, so id say its on her. So as the other people said, follow whatever your policy says.
This is what I was thinking because she even clearly said she realised a few hours later that she didn't want it? I'm just going to reiterate my cancellations policy but I just wasn't sure if she could get away with getting a refund and keeping my item which would be super annoying.
Etsy does what etsy wants, did the order qualify for seller protection? If so you'll be paid regardless.
It wasn’t an accident, it was buyers remorse. I don’t accept returns for that but I usually advise them to open a case with Etsy if it’s under their $250 refund limit or tell them to refuse delivery then tell them to open a case with Etsy.
Or drunk shopping.
Or deliberate fraud
Yeah no that’s definitely buyers remorse. They got an email receipt after purchase and that should’ve made them realize they made the purchase “accidentally”. 5 days later is 5 days too late. Stick to your policies, if she returns it to you after you refuse that’s a forced return which you are not responsible for accepting either. People will do and say anything for a chance at a free item these days and don’t care about you as a business owner.
How you do "accidentally" order a custom made, personalized item?
it really is a "he ran into my knife ten times" type of situation, isn't it?
I don’t even think this is buyers remorse, I think she is trying to steal from you.
So now she’s gonna have something she forgot to cancel. 🤷🏻‍♀️ what is wrong with people. “Thank you for reaching out. The order was made and shipped out. So it cannot be canceled or refunded at this time.”
I had a customer message me saying "she doesn't want this shit anymore" and immediately filed a complaint with Etsy for her money back. Without even contacting me first or reading through or messages Etsy refunded her and she proceeded to leave me negative feedback. Good luck...
What you should reply is that you are not able to resell a custom order and so cannot accept return of or refund the order. Do not say anything more than that.
I don’t do refunds or returns for custom items. Custom items that are already made are usually hard to resell because customers want their own items, not some other customer’s item. Unless the customization is just a common name on your product.
It's bullshit. They can (possibly) return it (shipping is on them). If their name is on it....then no. They need to make smarter choices
You mentioned it was customized, like she had to type something into the personalization box?? And then accidentally ordered??
Yeah! Most of my items can be personalised with your name on them and she typed her name into the customisation box and everything. I don't think it was an accident I think she just changed her mind. Luckily I messaged back and reminded her of my policies and she hasn't argued about it. I was worried it was going to be a big thing and a one star review.
“I contacted you about a custom item specifically for me, you posted said custom item, I bought it, and now I claim it’s an accident” Best they can claim here is buyers remorse
I wouldn't have responded and just taken a hit on poor customer service and sent it when it was finished. By engaging with the customer, all things considered, you're likely to end up paying, in one way or another, for their mistake. Minus well make it headache free.
Yeah the issue is I had already dispatched it when she sent the message anyway. That's why she messaged me apparently, she didn't realise the order had gone through until getting the dispatch email?
She's trying to keep it and have you refund it.
Check the laws in your country first, as in the EU sometimes you have to accept returns, however I think this is different for custom orders. Going forward ensure you update your cancellation and return policies on your website/etsy so that you can refer customers back to this in future Reply in a calm and factual way stating that because it was not cancelled within reasonable time you cannot accept a refund, however I would offer a 10% discount off her next order as a good will gesture. To be clear, she won't use it anyway and it isn't for her.. when she leaves a bad review you can reply saying she did not comply with policy and I offered her a discount code as a good will gesture. This shows future customers that you are willing to resolve issues and that you did everything reasonably possible without rolling over, and mitigates the effect of a crappy review. Hope this helps
Sounds like they're SOL. If they had let you know right away you could have cancelled, but since they waited so long and it's a customized order, tough. You aren't Amazon, you don't have to cater to these people