I have shared on the blog how crazy the last few weeks have been. Added to the stress was an unhappy Etsy customer. She ordered a planter with a carved leaf design. She didn't want a combination of the shino and green, just the green. I finished the planter ahead of schedule and shipped it priority mail on September 4th. On September 15th, the buyer messaged me and said the shape and size were perfect but she was disappointed in the color... it wasn't green enough. Was there anything she could paint it or glaze it with to make it greener? I was a little baffled that it took her more than a week to say she wasn't happy, but long story short, I said she wouldn't be happy with her planter if it were painted and that she could return it for a refund.
This is how I received it...
1. Be sure to include in your shop policies, and in conversations with buyers, that all returns are to be shipped in original packaging, as originally delivered.
2. Shop policies are a good thing to have in your Etsy shop, but the bottom line is if the customer files a claim with Paypal or Etsy, you will most likely have to give them a refund even if the return is past the return policy date.
I ended up refunding this woman's shipping as well as the price of the planter, even though my policies state that the buyer is responsible for return shipping. I consulted the Etsy forums (there is great information and experiences there) and learned that you are better off to refund everything or risk a complaint... even if your policies state no refunds on shipping. Paypal and Etsy most always side with the customer.
I really shouldn't let it get to me. This has been my only return since selling on Etsy. I felt a whole lot better yesterday, when I received an e-mail and feed back from two very happy customers.
Focus on the positive.
Let go of the negative.
So to end on a positive note, here are a couple of new mugs out of the kiln yesterday...
and a super cute pig that is a custom order...
Have a happy Thursday.
