How to Handle Refunds and Returns with Print on Demand [Print on Demand Returns 2021]
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- Опубликовано: 6 окт 2024
- How to Handle Refunds and Returns with Print on Demand [Print on Demand Returns 2021]
In this video, I show you how to handle refunds and returns with Print on Demand. Returns, refunds, and exchanges are a part of any online retail business. Handling Print on Demand returns 2021 may be a struggle at first, especially if you haven’t dealt with them before, but learning how to deal with returns on Etsy will help you establish shop professionality and provide exceptional customer service. Every scenario is different, but in this video, I share what I personally do with tips and tricks to make Etsy returns and refunds with print on demand as smooth as possible when they do come up (because they will). Customer service is HUGE and it is always most important to keep the customer happy. I hope this helps you improve your Print on Demand business in 2021! Thanks for watching!
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Have you guys had any crazy customer service experiences (good or bad)? I’d love to hear them!
finally thank you for being so clear and straightforward…… so many ppl just talk and talk but don’t share the details
Thank you for your kind words! I'm so glad you find value in my videos. Best of luck!
I hate returns! But you are so right about keeping customers happy. They always seem to come back if they have a good experience. Thanks for another great video
Very true! Thanks so much for watching! 🙏
Seriously SO HELPFUL. U ARE AMAZING. I needed this lesson.
Glad it was helpful! Thank you so much for watching!
Hi, thanks for this really useful video. I am just wondering why you only have a few K suscribers on your channel. You are way better than the other youtubers that are on this topic, you deserve more. Thanks.
Hi Karim! I'm sorry for the late response. Thank you so much for your kind comment! It's comments like these that keep me motivated to keep making videos. Thanks so much for your support! I wish you the best!
One of my favorite YT music artists....
You are the man! Had my first return today because of size issue and all is well. Subbed and notified. Thank you!
Great info. You rock brother! Merry Christmas and Happy New Year! 👊👍
Hi Kenny! Thanks so much for your kind comment! Happy holidays to you and your family as well! Thanks for watching! 🙌
Thank you so much brenon for this information
You're welcome! Thank you for watching!
In my opinion, I don't think it makes sense for a customer to send an item back for print on demand. For items that have a printing error or defect, cover the full cost to have the item reprinted and a new one sent. The printing platform you're using will refund the seller or offer replacement upon receiving photos of the defect. If it's an issue like size, I still think the customer should just keep the item. Explain that the item is printed to order. Offer to cover the cost to reprint the shirts in a different size, but ask them to cover the cost of new shipping instead of them paying for return shipping, and set up a listing for re-shipping coverage. I don't think it makes sense to hold inventory or keep track of orders being sent back to you, that defeats the whole purpose of print on demand.
Hi Cherie! Thank you for your awesome comment! I completely agree with you and wasn't clear enough in my video that 99% of the time we have the customer keep the item so that we don't have to deal with inventory or return shipping costs. I also feel like the last thing you want to do is have a customer go out of their way to ship an item back to you, especially if it is defected. The purpose of this video was to share a few different ways that returns can be handled. I also feel like there is not one set way to handle returns and that you have to make decisions based on what is best for your shop, especially with the unfortunate situation of people trying to take advantage of you to get free product. I love your idea of creating a listing for re-shipping coverage! Brilliant! Thanks so much for sharing how you handle returns.😀
@@brenondopp I completely agree. I've seen so many ways that it can be handled. I would say do what works best for you and your shop :)
100%👍 I love hearing what other sellers are doing so thanks so much for sharing! Have a great rest of your week!
Great video. Thanks.
Thank you for watching!
Thanks for these videos lots of these type of questions are holding me back from launching. Now to work out the best way to easily record tax. What's your percentage of returns if you don't mind to get an idea. Thanks
Great video, I just started my store, what design program do you use?
Hi Joe! I currently use Over (now known as GoDaddy Studio) and Procreate. I have a few Over tutorial videos on my channel if you want to check them out! Congrats on opening your store! I wish you the best!
Thank you!
This is great info for those new to print-on-demand like myself, thanks! Really helps to pre-empt problems along the way. I'm just wondering how to go about letting customers know to reach out if there are any problems (such as printing defects) if my store policies are set to returns and exchanges not accepted. I notice this was your response to people's questions regarding protecting against 'try before you buy' customers. I can't see anywhere on the Etsy store policy section to allow for this, or would I mention it somewhere else on Etsy or on packing slips etc? Thanks!
Ah, I've just clicked publish on my policies, and it has automatically published a note saying: "But please contact me if you have any problems with your order." Is this what you were referring to elsewhere?
Hi Andy! I apologize for the late response. Thanks for watching and for your support. That is correct! I don’t accept returns and exchanges in order to protect myself from situations like you mentioned; however, if there are any issues with printing or the product itself, I’m going to work out a solution with them. The last thing you want is an upset customer to leave a bad review. At the end of the day, the most important thing is a happy customer within reason. It’s entirely up to you how you want to set up your policies, but this is personally what I’ve done and feel is best. You can let them know to reach out if there are any issues in a bunch of different places: your listing photos, description, policies (as you mentioned), FAQ, automated message to buyer when they first place their order, Printful packing slip, or even a follow-up message once their item is delivered (although this option can be time-consuming). It’s up to you! Most people will reach out if there is an issue, but it’s not a bad thing to have the information in a few places so they know what to do and that you’re willing to help. I hope this helps!
Thanks for your video - when selling printful items as a dropship, do customers know that printful are the ones who have fulfilled the order or is that kept private?
Thanks for watching! Usually they don’t, but you are required to include a production partner on your Etsy shop, so it isn’t private information.
Hi Brenon, thanks for this info! I'm think I'd like to allow exchanges for different sizes at the very least (potentially straight refunds as an option as well) if the customer covers the cost of shipping the item back. It sounds like you offer this as well. I may have missed this in the video - where do you have them ship these items back? I know they can be shipped back to Printful and then you can have Printful ship them to you. Why not have the customer ship the item back to your house or PO box in the first place & cut out Printful as the middleman - is this due to privacy reasons? Lastly, if you have customers pay shipping on all orders, do you have them pay for shipping for the new replacement item? Thanks in advance if you find the time to answer. :)
Hi Kelly! I apologize for the delayed response. If you would like to offer refunds and exchanges, I would have your customer ship them to your address or set up a P.O. box if you are more comfortable with that. It is unnecessary and more expensive to have them ship it back to Printful and then have Printful ship it to you because Printful will make you pay the shipping cost to ship it to you. Make sure you don’t issue any refunds or send them their new product until you receive the return in its original condition. Also, if it is a misprint or defected item, make sure they send you a picture of the entire product laying down so it is very easy to see the issue. You can then reach out to your print provider with the photo to explain the situation and they will either refund or reprint the order at no cost to you depending on what your customer would prefer. In this situation, I just tell my customer to keep the defective product or donate it, that way they don’t have to go through the hassle of shipping it and I won’t have to pay for the return shipping cost.
If they are exchanging/returning it due to not liking the fit/size, then yes, I have them pay the shipping cost. If it is because of a defective item or misprint, then I do as mentioned above. I hope this helps!
Hey! I've recently started my Etsy shop (integrated with prihtful). My very first customer bought 3 of the same t-shirts of the same model and I think the person did it just to try different sizes. I do accept returns, on the customers cost of shipping. Do you have any recommendations for this particular situation? My budget is not that big right now, so it's a big loss in both money and motivation to keep it up.
One more thing: dosen't this mean that someone could basically purchase everything on one's shop just to have it returned back for the sake of destroying for the shop owner? I know that this would be very rare but It would be possible right?
Thanks for your content btw. It's really helpful!
Hi! Honestly, there's no way to prevent the 'try before you buy' return mentality if you have your store set to accept returns. I personally have my store policies set to not accept returns or exchanges to protect me from situations like this, but I make sure my customers know to reach out if there are any issues as I will gladly help! In your situation, I would probably not accept returns and exchanges from here forward to protect you if someone were to try something like this, but it's entirely up to you what you'd like to do. Hopefully they bought the 3 shirts for a different reason than to return 2 of them, but if not, you'll have to honor your policies and accept the return for this one. If you change it afterwards, you'll then have the option to accept or deny in the future. I hope this helps!
@@brenondopp Thanks for the response man! The problem with not accepting returns and exchanges is that I live in EU and are not sure if that's even legal. I will do some research and see if it's okay for me to only sell to the US (and then not accepting returns and exchanges). Just in case you know something about this, please let me know⭐️
I made my first sale on etsy and the payment was not transferred inour paypal account, but due to lack of knowledge we dispatched the item before we could understand that the payment was not completed.
Later when we realised we contacted the buyer and got to know that the paypal I'd entered by him was wrong , and the payment got reversed in his account, what should I do please help .
Hi! Unfortunately there is not much you can do other than reach out to that customer and hope they will get you the correct info and pay the correct price to you again. Let this be a hard lesson learned and be more cautious in the future. You could try and reach out to Etsy customer support to receive help but I’m afraid they will tell you there is nothing they can do. But it might be worth a try! I’m sorry this happened. I wish you the best!
First comment for RUclips algorithm.
Thanks so much! You are the best! 🙏
is returns and exchange buyers cost ?
My customer requested to exchange her shirt for a larger size. Etsy won't let me create a return label. I think it is because she checked out as a guest. Also, Printful says they don't offer exchanges for size changes. I don't really know what to do.
Hi! You're right; if the buyer purchased the order as a guest without an Etsy account, they will need to attach the order to an Etsy account for a return shipping label to be sent to them. Here's a link with more details: help.etsy.com/hc/en-us/articles/360044108353-How-to-Purchase-a-Return-Shipping-Label?segment=selling
Printful won't cover the cost of a reprint if the issue is the size (they only cover damaged, misprinted, or lost items). If you want to offer an exchange, the cost will have to come out of your pocket. I have my shop policies set to not accept returns or exchanges, but when a customer reaches out to me asking to exchange for a different size, I usually give them 2 options:
1. I tell them that because my products are printed to order, I generally don’t accept exchanges, but they can return the item to me and upon receiving it in its original condition, I will begin production on a new item. Production will take another 3-7 business days (or whatever the current processing times are) and they will be responsible for covering the return shipping cost. Unfortunately, in order to protect myself, I tell them that I cannot begin production until the return package is received.
2. They can keep the original item and I offer to send them a 25% off coupon code to purchase the item in the size they want. This means I don't make anything on the item, but with this option, I don't lose money printing another item out of my pocket. A nice part about this setup too is a lot of people don't want to go through the hassle of returning an item and I don't have to deal with returned inventory.
I have a message snippet saved with all of this so it's easy to tweak and send quickly. This is just a suggestion, so do whatever is best for you and your shop! There are a lot of different ways you can handle it. I hope this helps!
@@brenondopp this helps a lot, thank you so much for your insight. I am a new subscriber and really enjoy your content.
Hello i sell posters mugs and iphone cases they are not personalised for my customers but they have my design should i let people have a refund if they don’t like it or change of mind or should i only offer in case that product is damaged or something is wrong on our side
It’s up to you what you would like to do and how you would like to set up your shop, but personally I would only offer a refund or replacement if the product is damaged/poorly printed. I hope this helps! Thanks for watching!
Me again going down the youtube rabbit hole lol. So, if there's a refund request, printful returns the cost of printing to us as sellers? Do we get charged for anything else I might have missed? Thanks
Hi Fabiano! If there was a printing or product issue on their end, they will refund you or send a reprint at no extra cost to you. If the customer just wants to return or exchange because of sizing or they changed their mind about the product, Printful will not refund you. Hope this helps!
@@brenondopp thank you, very helpful! Looks like I need to create a mock up with a great sizing chart and set some rules, any tips on that?
I still haven't launched my products, I think I figured out shipping although I don't feel comfortable with it yet, printful tells me to mark as free shipping on their site but on etsy I have to choose a shipping option, it's all very confusing.
Second reason is these mock ups, I'd like to have a template of sorts but I don't have one yet so I don't know if I can make it look good using photoshop.
It's your choice if you want to offer free shipping or charge for shipping. You can set up your shipping profiles on Etsy however you'd like. To do this, go to your Etsy dashboard > Settings > Shipping settings > and then create a new shipping profile or duplicate an existing one and edit it to how you'd like it. I then select the corresponding shipping profile whenever I'm creating a new listing (ie. I have one shipping profile for sweatshirts and a different one for shirts as shipping costs are different).
Here's a link showing where I buy my mockups and how I create them: ruclips.net/video/dO7juTNfio0/видео.html I use a different program, but a lot of it is eyeballing and learning proper design placement with experience. The biggest thing to make sure is that your mockup matches your print file placement on Printful so the end product looks just like your mockup (size, placement, etc.). Hope this helps!
@@brenondopp thank you! I will take a look today. I know that you have a mockup shop and I'd love to get some from there. I am working on finding what works by researching niches + best sellers = which mockups i should invest in.
I am curious how I would go about having the customer pay for the shipping on an “exchange”. She received a POD shirt from me and decided she would like to exchange for a larger size. I don’t plan on having her ship the original shirt back, but I would like to have her pay a shipping fee for the replacement item. Could I just make her a listing for the specific item she wants to replace the original with and set the price to say $1, plus the remainder of the shipping fee included as the shipping price? I feel like paying for shipping would be a fair way to go about the transaction since I will take a loss to send a replacement product to the customer. I’m just not entirely sure how the process would look for this.
Hi Rebecca! I have 2 options for you:
1. You could create a separate listing for the exchange shipping fee with a picture that says something like shirt exchange or exchange shipping. You could set this up as a digital download so you won't have to add tracking or keep it listed as a physical item so you can add the tracking of the exchange shipment once it is shipped.
2. You could create a custom order link within the Etsy message thread with the charge for her to purchase. This will always be treated as a physical item, so you'll have to add the tracking number once it is shipped. Note: you can only make it a custom order if the message thread was started by the customer.
Remember, Etsy takes a percentage of all sales, so you need to increase the cost a dollar or two with both options to account for that.
I hope this helps!
@@brenondopp That’s perfect! Thanks so much. ☺️
Hey when you are accepting a on a return from printful do you lose your mark-up when refunded?
Hi Jeffrey! If you are refunding a customer, then yes, you will lose your mark-up. It will be as if you never sold anything if Printful refunds you due to print error etc. If you aren’t able to receive a refund from Printful for whatever reason, then you will lose your profit as well as whatever the material cost and shipping was. I hope this helps! If it didn’t answer your question, let me know!
Hello can do returns even if i'm not from (US) but i buy on etsy for (US customer)
Hi! I personally wouldn't offer returns if you're not located in the US. It would be very difficult with return shipping times.
as a buyer how could I file a case on Etsy if the seller refuse to refund. I'm unable to do that.
Hi! I apologize for the late response. Here is a link with step-by-step instructions on how to open a case if there are issues with your order. help.etsy.com/hc/en-us/articles/5745586898199-How-to-Open-a-Case-?segment=shopping I hope this helps!
Thanks for sharing this. I have a question : I am an Etsy seller and selling big handmade paintings. If customer return the painting just because of they don't like the painting. What should we do?
Should I refund the full amount?
Looking forward to hear from you.
Thanks
Hi! It really depends how you want to set up your shop policies. If you accept returns and/or exchanges, then yes, you would need to honor your policies and refund the customer the full amount if they return the item to you. If you do this, it's up to you to state in your policies who is responsible for covering the return shipping. If you have your shop set up to NOT accept returns and/or exchanges, then you can handle the situation however you'd like. I hope this helps!
Brenon, what happens if i press the renew button on a listing, i never click on the renew button yet, i'm worried i'll be charged again by pressing it. I mean yes every 4 months,right, but say if i just uploaded a listing 3 days/1 week ago and then i click on the renew button, what's the consequence of it? what if i just edit/click on the edit button?. Hopefully you'll give me clear thorough answers to my questions?...you're one of the best :) 👍
Hi Triztan! Yes, if you click the renew button, it will charge you $0.20 and the listing will expire 4 months from the day you renew it. If you click renew, you then have to click another button to confirm if you want to renew it, so don't worry if you accidentally hit it. If you click on the edit button, it will bring you to the page where you can edit your listing and you will not be charged anything for making changes to your listing. Hope this helps!
@@brenondopp Thanks Brenon, I fully understand now, i just watched some videos the other day that said by renewing listings oftenly(not when it's expired) will boost the listing rank in the search page, example: from page 10 then after being renewed it can jump to page 3 in the search page, but i'm not interested in using this strategy, not sure about it, besides, i think the charges will add up to a significant amount of money overtime if too often/regular using this kind of strategy. Ok Brenon 🌟
@@InfiniteTriztan1111 I personally do not do this strategy. I focus on doing good keyword research and using proven SEO that will help my listing rank well so that it can be found!
Can the return go to printful or does it always come back to me?
Hi! Thanks for the great question. The return address is set by default to the Printful facility. When Printful receives a returned shipment, an automated email notification will be sent to you. You can change the settings so that returns are sent to your address if you would prefer. Handling returns is very situational and depends on what works best for you and your customer. The easiest option I have found when dealing with returns is to have the customer keep the item (if defected) and refund or send a reprint. Here is a link with more information on Printful returns: www.printful.com/policies/returns I hope this helps!
I think you meant to say "defective" item. If the item defected, that means it left the country forever to go become a citizen somewhere else.
Whoops, my bad. Thanks for catching that! 🤦♂️
Hi! If I refund my customer does that drop the revenue I made for the year in regards for taxes? Thanks
Hi Tanya! Refunds issued to buyers will not be deducted from the sales and credits that you see in your monthly statement or in your Etsy payment sales gross. The Sales & Credits total is the net Etsy Payments sales total. This is the Etsy Payments sales minus payment processing fees and taxes collected by Etsy. I hope this helps!
An wrong size item was sent by Printful and the customer requested a refund. However, Printful said it was my fault because The product was synced incorrectly when the order was placed, therefore the incorrect product was fulfilled. I fully refunded my customer which also included shipping. The total I had refunded was 22.34. The prices of the product plus shipping that I paid to Printful was 14.25. However, I did not ask for the product to return back. I thought I would lose more because I had to pay for the return shipping cuz it was my fault for making wrong size product and also might needed to spend more time to relist to resell the product. So, what should I have done better in this situation? Should I have asked the customer to return back the item to resell it? I refunded the buyer and lost 14.25 in this case. Was it the best solution ?
That's an unfortunate situation, but I think you handled it the best way. I only have the customer return the item to me if they want to do a return or exchange and the customer is responsible for return shipping cost. If there was a mistake with their order, I have them keep the item and either send a reprint or refund them like you did in this case. I suggest reviewing all of your items to make sure they're properly synced to make sure you don't run into this issue again in the future. This is a good lesson learned! I wish you the best of luck!
Write on your terms and conditions that the costumor should ship it to your place so you can sell ior Keep it. Or they should donate it to welfare. And you say to them that you order a new one and they have to pay the full price+shipping.
@@brenondopp Hi - I'm new to Etsy and want to avoid having this issue due to an item being incorrectly synced - how does this happen and how do I avoid it please - do you have a video explaining this issue? Many thanks! :)
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Hmmm, I wonder whos plagiarizing who? It seems Diana from "Adventures In Art" said the exact same thing - interesting!
Hi Michelle! I’m curious what you’re referring to. Can you send me a link?
Did this dude intentionally alter his teeth, or is he just a straight-up vampire? It looks good on you, though.
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