I've been selling on etsy since 2011. Here's how I tend to handle this sort of issue. If an order is lost in transit or damaged, I will offer a replacement or give a full refund immediately. I do request picture evidence of the damage to be provided by the customer. If the customer wants a refund for any other reason I try to compromise with them. I explain the shop's policy (full refunds only for lost or damaged items) but then I offer them a special deal. I'll issue them a PARTIAL refund. I will give them their money back minus what it cost me or print and ship their item. That way they get some of their money back and I didn't lose money in this deal. I just lost the profits. Plus I tell the customers they don't even have to bother returning the items to me. Most customers don't want to deal with the hassle of returning items and then waiting days for their refund. So 95% of the time they happily take my offer. I often get some 5 star reviews from the same customers for being willing to compromise and make an exception for the customer. It's not a perfect solution but it works.
But if the item is lost why would they pay partial? In my amz biz they often claim items never arrived. Since the item is low cost and doesn’t have tracking….I have no choice than to allow full refunds. It sucks but that’s how it is….😢
In summary: Create a custom return/refund policy that reflects the size of your business without losing the value of the sale, while offering a suitable alternative discount or promotion if the customer insists on one.
Another great video. I am going to implement this more comprehensive policy into my Etsy store (ya, I know you are not a big fan of Etsy ha... turns out, neither am I). The policy I currently have essentially says no returns unless product is defective. My store is 2 months old, doing home decor (pillows, table runners, desk mats) and notebooks. I have 64 sales. 2 complaints so far, one was this morning. When I started, I designed a bunch of (spoke) puzzles. Both complaints have been on puzzles. I have learned a lot over these past few months and moving forward I have decided to sell products with the least amount of variables, things that could go wrong. So ya, a puzzle for instance has 500 things that could go wrong- a notebook, not so many. Also looking to move away from Etsy to Shopify or similar.
Hello Joe. I was wondering if this model could work if you live outside the USA and sell within the USA? Does returns become a nightmare since your outside the country….?
Give the client Joe's address and he can make a UA-cam video about returned items and show what was sent back. Give the client the address of some charity in the USA that accepts recyclable items. Just some ideas.
So someone plz tell me one thing i have not started this journey yet.. so had a doubt that if they color for example goes out of stock why would the customers pay? like don't they get notified the its out of stock? sorry might be dumb question
What is he supposed to do in a UA-cam tutorial video about print on demand shipping? Sing? Dance? Stand on his head? If you don't want to hear talking, maybe try going to sleep instead. If you choose to watch instructional UA-cam videos, however...People are funny.
I've been selling on etsy since 2011. Here's how I tend to handle this sort of issue. If an order is lost in transit or damaged, I will offer a replacement or give a full refund immediately. I do request picture evidence of the damage to be provided by the customer. If the customer wants a refund for any other reason I try to compromise with them. I explain the shop's policy (full refunds only for lost or damaged items) but then I offer them a special deal. I'll issue them a PARTIAL refund. I will give them their money back minus what it cost me or print and ship their item. That way they get some of their money back and I didn't lose money in this deal. I just lost the profits. Plus I tell the customers they don't even have to bother returning the items to me. Most customers don't want to deal with the hassle of returning items and then waiting days for their refund. So 95% of the time they happily take my offer. I often get some 5 star reviews from the same customers for being willing to compromise and make an exception for the customer. It's not a perfect solution but it works.
But if the item is lost why would they pay partial? In my amz biz they often claim items never arrived. Since the item is low cost and doesn’t have tracking….I have no choice than to allow full refunds. It sucks but that’s how it is….😢
@@mtwhatley3253 I do full refunds if the item is lost or damaged in transit.
@@mtwhatley3253 why don't use an app and service called 17 track??, Unless 17 track doesn't work with FBA,
@@mtwhatley3253I’d also like to know
In summary: Create a custom return/refund policy that reflects the size of your business without losing the value of the sale, while offering a suitable alternative discount or promotion if the customer insists on one.
Another great video. I am going to implement this more comprehensive policy into my Etsy store (ya, I know you are not a big fan of Etsy ha... turns out, neither am I). The policy I currently have essentially says no returns unless product is defective. My store is 2 months old, doing home decor (pillows, table runners, desk mats) and notebooks. I have 64 sales. 2 complaints so far, one was this morning. When I started, I designed a bunch of (spoke) puzzles. Both complaints have been on puzzles. I have learned a lot over these past few months and moving forward I have decided to sell products with the least amount of variables, things that could go wrong. So ya, a puzzle for instance has 500 things that could go wrong- a notebook, not so many. Also looking to move away from Etsy to Shopify or similar.
In European Union you have to offer 14 days return time by law.
Im reading the page here, under Exceptions it says: goods made to order or clearly personalised - such as a tailor-made suit. what do you think?
12:27 the ending is brutal .....
Hi Joe, tnx for your informative video, but why did it end abruptly? 😮
UA-cam error not sure was only missing 10 seconds or so
I was jus about to ask the same.
@@RealJoeRobertthought you were trying to copy the end of an @alekSheffy video! 😂
@RealJoeRobert so i take it what u were about to say was if they dont return the product, situation over!
Hi Joe, thank you very much for this video. Would it be ok if I used the policy you show on screen, with minor amendmends?
No problem at all
Great video Joe
Thank you so much
Very useful info.
Hello Joe. I was wondering if this model could work if you live outside the USA and sell within the USA? Does returns become a nightmare since your outside the country….?
Give the client Joe's address and he can make a UA-cam video about returned items and show what was sent back. Give the client the address of some charity in the USA that accepts recyclable items. Just some ideas.
My name isn't Joe. However, well done! Very well stated! I'm green and I needed this very much!
Thanks for watching!
Clear story, Joe. But what do you do with people who (wrongfully) write a nasty review that everyone can read?
Set your reviews to be sent to you for approval before being posted to your website.
joe does not have an Etsy shop, so I am guessing you will have to be offer a refund to customers more easily.
Create your own website, where you can scrub bad reviews if you want to.
So someone plz tell me one thing i have not started this journey yet.. so had a doubt that if they color for example goes out of stock why would the customers pay? like don't they get notified the its out of stock? sorry might be dumb question
Are you talking about selling shirts? If so yes if a color is out of stock it can’t be purchased
You said hey Jo it’s folks here with such a serious face haha
I have gotten a few request for returns.
FYI ... The end of this video is clipped short.
Where's the rest of the video? 😂
Too much talking
What is he supposed to do in a UA-cam tutorial video about print on demand shipping? Sing? Dance? Stand on his head? If you don't want to hear talking, maybe try going to sleep instead. If you choose to watch instructional UA-cam videos, however...People are funny.