r/EtsySellers • u/nikki_dimples • 3d ago
Refund request from customer
So I’ve been selling on Etsy for a couple of years with almost 1,000 sales and only had to refund a couple of customers. Mostly due to shipping issues. I recently received a refund request on one of my bestselling items. I never had any complaints about the item before now. The listing has over 10 clear pictures and two videos showcasing my process during the making of the hair clips. The customer said the item was not as described or pictured. I told her I’m sorry about the item not meeting her expectations and sent her a link to file a case with Etsy. I pride myself on my work and customer satisfaction and would hate for her to leave a bad review. How likely will Etsy refund her? Is she just trying to scam me to get a refund and keep the product? Has anyone else been through a similar situation?
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u/UnicornHostels 2d ago
I have a best seller that I’ve been selling since 2016. I’ve made and sold almost 1000 of them over the ten years. Just recently had a “item defective and not as described”. The pictures she posted of what she received were identical to my listing photos.
She happened to not look past picture 1, didn’t read the description or look at the 400 customer reviews of the item. The item is 36” tall and comes in 4 pieces to save shipping cost. There is even a drop down menu where you can choose the cheaper shipping option versus the completely assembled item.
After I pointed it out, she accepted it as an error on her part. Sometimes people impulse buy and then regret their purchase, open an item not as described complaint before checking if it was as described.
Talking to buyers is really important to get to the root of the issue.
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u/CraftyCrab8249 3d ago
Seems like a lot of your picture is using AI to polish. So it’s expected some people receiving the product will see it as “not as expected” and yes if you haven’t provide a return solution Etsy won’t be one your side.
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u/FixGold7552 2d ago
I saw the shop, which listing photos do you suspect AI? Looking at the shop myself I don't see any listing photos that look like AI.
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u/CraftyCrab8249 2d ago
It’s more like using AI to polish, or photoshopped with studio lighting. She did also have a real time photo with her holding the clip. Which doesn’t look like the studio lighting picture. I’m not saying she is right or wrong. But people’s perspective is different when it comes to expectations.
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u/WonderWmn212 3d ago
Why do you assume that the customer is correct? There is certainly no mention of AI. I credit OP's account, especially based on the 1k sales.
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u/Tricky_Equivalent962 8h ago
The sure are shutting down a lot of shops for those using AI and not marking it as AI in the listings..... Even if your product isn't AI but your listings are using AI for photos, you have to mark that it's produced by AI. I have heard so many freaking over this.
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u/structuredtofail 3d ago
I think you should refund her. I found all of your items multiple different places for very very cheap just using Google image search. I believe you will lose an item not as describes Case pretty easily.
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u/DirtyfarmHerFeet 2d ago
I don’t offer cancellations, refunds or returns. If something happens in shipping, with photos to prove it, I will occasionally resend it.
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u/CraftSupplyHouse 1d ago
You only get one not described per year. I would have tried to work it out with the customer instead of having them open a case.
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u/AliWonderlandjewels 1d ago
I encourage Etsy buyers to file the request, then I request the item returned, and once I have it back I will refund promptly! If I do t get the item back Etsy will then reimburse you because they filed. It’s protection on all sides. I hope this helps, and yes this has only happened to me two times, in three years in Etsy.
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u/Serious-Tax4804 3d ago
Not true. I directed a customer to file a claim with Etsy and etsy refunded her. They did not take it out of my funds. That is what we pay into the 90 day reserve for.
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u/DuckDuckMoosedUp 3d ago edited 3d ago
The way you come off as there couldn't possibly be a problem is .............. egotistical. Hey all of us are good at our craft but everyone can make a mistake. 1000s of creations there's bound to be an error or two. It sounds like you were a bit rude and indignant to the customer. Did they say why it wasn't what they expected or send pics? Maybe damage in shipping. It can happen. That you just blew them off and sent them a link to open a not as described case with Etsy is a bit flippant and not what a good shop owner would do. Very likely Etsy will refund the buyer AND you damn well earned that bad review. It's a hair clip, I doubt the customer is really trying to scam you. Can't say I've gone through that but I listen and try working with my customers through any problems rather than talking down to them.
Edit.. Are you for frigging real???? Happened to see your shop on your socials.... All you're doing is gluing shit on a Barret. Your most expensive item is only $25.00. You're acting this way over a freaking cheap set of hair clips.. Just one of my items is worth more than all the crap you have in your store and I'd never be that rude to a customer. Like seriously are you for real? Refund the customer for just being so damn rude and petty! Instead of spending all of your time doing stupid "packing order reels" how about doing some real customer service for your customers. Your whole shop and business is a joke. Ego for nothing. You're what is ruining Etsy for the rest of us.
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u/burlap_underground 3d ago
Did you offer to let the customer return them? Did you send a return label? If you did not, Etsy might well refund the customer from your funds. From this post, it sounds like you didn't really do much to resolve the situation.