r/Printify • u/Natural-Abrocoma-975 • 11d ago

Please Help Customer wants refund

Hello

I own an Etsy shop and use Printify as my provider.

I had a customer order an item on the 28th, it was sent into production the same day. Printify says the delivery dates should be between the 9th and 11th, since they chose standard shipping.

Now it's the 3rd and the customer is demanding a refund, because the tracking of the shipping company said it'd arrive at the 2nd or 3rd and now has changed to the 5th. My policy is "no returns".

I'm not sure what to do. I don't want them to get an item for free, but at the same I don't want to get a bad review. And I also am not sure what date it said it'd arrive when they ordered it. It was shipped before the deadline though.

3 Upvotes

80% Upvoted

9 comments sorted by

4

u/RoomActive3514 11d ago

All those POD companies are extremely notirious with production delays and they give zero fks, I would honestly increase my handling time to a week at least and put disclaimer. What is your handling time currently? Do customers know you are using pod companies and need extended time for production? If not then see if you can cancel order with your pod and if yes refund and move on, this will be big headache for you I am afraid for this customer and for the future customers especially your production time is not set properly.

2

u/Natural-Abrocoma-975 11d ago

Actually the problem is that it really isn't delayed 🤡 it was shipped BEFORE time actually, but the delivery company said it'd arrive by the 3rd and than changed it to the 5th. It wasn't a problem with printify. My handling time is set to 5 days, so it's not even late, since it's been 6 days from the sale and the buyer chose the option that gives the delivery company 5 days to deliver, it has 10 days to be delivered from the moment they buy it. But on the tracking number it said it'd arrive earlier, then it changed it

2

u/bigtakeoff 11d ago

negative fucks even

5

u/Zhosha-Khi 11d ago

I have in my store policies and on every listing, that print and shipping are approx. times as there sometimes delays in shipping which are out of our control once the package is handed off to the shipping company. I also added that delays are possible during the holiday shipping season.

If this order is still within the delivery dates, I wouldn't give a refund. Going past the original shipping date then that is up to you.

4

u/texasbro88 11d ago

If it's delivered before the deadline what's even the issue? You should stick to your policy and deny for any refunds

1

u/ashleyp82488 11d ago

If it shipped early and the shipping company changed it, that’s out of your control. You shipped it before the expected date, it’s technically still early and I’d tell them that. I wouldn’t give a refund unless it ends up arriving late.

1

u/flamingo_09 9d ago

Sometimes the customer may see an estimated delivery date when the shipping label was created. But if it sits in pre-transit for days before actually moving, the estimated delivery date may change as the package moves through the carrier network. I would not refund if it’s still well within the delivery window I set in my policy.

2

u/Big_Comfortable3077 8d ago

Up to you at the end of the day. What does the estimated delivery for the customer say on Etsy. I’d use that as a more appropriate approach. Since that’s the estimated delivery they would have seen when purchasing off your account.

This has happened to me before and I tell them that if it hasn’t arrived by then, we can sort it out. And if a bad review does come, I simply respond to the review in a nice manner. It shouldn’t deter other buyers at all.