Resolve Etsy Order Issues - Damaged Products
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- Опубликовано: 6 окт 2024
- In this video we look at how to work with print on demand platforms Printify and Printful when your customer receives a broken or damaged item.
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Excellent video!! Funny story, I had a customer last week message me the shirt she ordered was way too big - she said it was so big it fit her 2XL husband, she ordered a large and was sure she was sent the wrong shirt. She said she ordered $300 of shirts from Etsy and the shirt she ordered from my shop (bella 3001 from printify) had a weird shape as well as being too big. When I asked for a photo the became irate! She said she didn't have the time to send a photo because she was a full time single mom of 2 disabled children, a full time teacher, full time college student and she didn't have any money for a tape measure and I was making her jump through hoops asking for a photo?? WTH!! She said she had a husband in her first message and she didn't seem that poor if she ordered $300 worth of shirts, lol. Some customers are con artists.
How did you handle it?
Thank you for the information, so practical and concise so many you tube people just like to talk about things that are not relevant. For a newbie like myself searching for the practicalities of opening a POD and also what to do when there is a issue is extremely helpful👍😀
Great info! Your videos are some of the most useful and practical out there on POD! Also, thank you for providing clear instructions with quality audio (it’s rarer than you might think!). 👍
Thank you so much!
@@PODinsights Hi. I have two questions about refunds: 1) When Printify refunds, refund us as sellers isnt it? And then we have to refund the client through Etsy isn't it? 2) I understand that when the client receives the refund is only for the price of the item, without the shipping costs included isnt it? Thanks in advance.
Your video it’s perfect, Im Italian and your video it’s easy to understand ✌🏼
Thank you so much for the tutorial.
Hi. There was a problem with my very first sale. Thank goodness it was one of my best friends. The cup came with a crack, and 2 smudges. It was packed very poorly. Thank you for the tutorial. I requested a replacement but I am worried about continuing with the platform. Didn't expect this for my first sale.
This is awesome, I've been hesitant to branch out to POD, it's great to see there's a simple process in Printify for getting orders remade if they're damaged. How do you handle returns/exchanges when it's just normal buyer's remorse? I feel like most shops have a no returns policy, but that doesn't mean customer's won't ask or give bad reviews if they want to return something. :/
Thanks! I don't do returns/exchanges in my shop. When someone has an issue with the wrong size, etc. I explain that I don't accept returns/exchanges because each item is made to order and there is no inventory of finished products. I also offer to let them buy a different size at cost so I don't make more profit off them. Sometimes they never respond, and sometimes they take me up on the offer to get a different size. So far I have not gotten any 1-star reviews taking this approach. I think I've maybe had two people in the last two years who complained after that first response and I ended up refunding them and just absorbing the cost to prevent a bad review. I hope that helps!
@@PODinsights That's really helpful, thanks for responding!
I think I just got scammed on Etsy. The item has been moving and was waiting for arrival but it has not arrived. I checked the shop and it suddenly doesn't exist?? How can I report and handle this?
Thank you so much for this I appreciate your efforts but I'm so scared about those customer service things, please tell me how often these types of issues come within a year or a month with your experience.
Hi! With an average order volume of 100-150 orders per month, I would say I have to resolve an issue about 1-2 times per month. When I have higher sales volume like in the fourth quarter with the holidays, I've had up to 700+ orders in one month and have had to resolve maybe 5-7 issues. I've never had a customer who wasn't happy with a replacement or a refund in these situations though when there is a problem with the item, and the print on demand platforms make it easy to do that for customers without losing money. The only real challenging situations in my opinion are when the customer isn't happy with the item (like the sizing or fit of a shirt) but there's nothing actually wrong with the item so you won't be able to get a replacement or refund from the print provider. Those happen way less often in my shop though, on average less than one per month - maybe once per quarter. Ultimately I usually end up refunding those rather than get a one-star review since they don't happen often. I hope that helps!
Thank you so much for the detailed explanation you are so kind and now I am so confident 😅😅
Hi, do you have another video about lost packages? I don't know about the process as a seller.
Hi! I don't have a video currently about lost packages but that's a great idea! It's definitely one of the pain points of selling online in general but print on demand adds in the fact that you are not the actual "sender" of the package. In my experience, you can usually get a replacement sent when a package has not updated in the tracking history for an extended period, but it varies. I've had some cases where they (Printify or Printful) agreed to send a replacement after 2 weeks of no tracking updates, and other cases where they said we had to way for 30 days and then contact the local post office first. I usually remind the customer (politely) that I don't have control over the package once the shipping carrier has possession of it, but I always let them know that if I can help, I will. I've opened claim cases with USPS and UPS on behalf of customers just to get the response that they can't find it, so I can go ahead and either have a replacement sent or get a refund for them. I will put this on my list of videos to make but in the meantime, I hope that helps!
Hi. I understand that when the client receives the refund is only for the price of the item, without the shipping costs included isnt it?
Hi what if the customer received wrong item and need a replacement? Please need help
Hi! If they received the wrong item, have the customer send a photo of the product they received and then submit a support request with the photo provided by the customer. They should be able to provide a replacement for you.
@@PODinsights Thanks for the info. In the video you show how to do a refund with Printful. I'm going to use Printify. Printify also accepts refunds? If so, I suppose they only refund you the price of the item without the shipping cost, isn't it? In case that the product is lost of doesn't arrive Printify makes responsible for it? What should I do? Do you have another video explaining this case?
What about if they’re saying their package hasn’t arrived and has opened up an Etsy case against you but the tracking says delivered?
In those situations I doubt Etsy would automatically side with the customer since the tracking indicates it was delivered (but I am curious how it turned out if that happened for you). I've run into this situation a couple times and I was able to still get a refund or reprint from Printify if we contacted the carrier and had them verify they could not trace or locate the package. I wouldn't expect a 100% success rate for that but it has worked for me a couple times. If the customer is not willing to do that legwork with the carrier, you may be able to open a case. With USPS it's fairly easy - you can fill out a contact form with the tracking number and basic information and they will send it to the local post office for them to see if there is anything they can do. All you need is a response saying they couldn't locate anything in order to submit a request to your POD platform. I think UPS and FedEx also have similar online forms to fill out if it was with one of them. Of course the easiest thing would be if the customer can contact the carrier themselves since they are the recipient but if they already opened a case with Etsy they might not be willing to do that. I hope that helps!
How long does it take for Printify to get back to you about receiving the new replacement order? Do they just send me an email?
Hi! Yes you will receive an email when they respond to your request. I usually get a response within 24 hours.