HELP ! i need advice regarding etsy

[pinkygirl79]

Where do I start. On October 6th I sold a custom made costume (which I clearly stated there are no returns on because they are custom made to your measurements) to one of my customers. In the listing it clearly stated that turn around times change so please look at my shop policies for a more accurate wait time. Which she clearly did not do. Everytime she contacts me she tells me I said a week and a half. I have responded to her several times that the wait time was shown in the shop policies please refer to that. My shop policies reflected a turn around time of 2 week plus or minus a few days. When contacted by this person on the 21st I tell her that her costume is almost ready and is in line to ship out within the given time frame. Furthermore I only ship via first class mail but since shes been on my tail I sent it via priority mail so this would be done with. Today I get a message from her telling me im disgusting, she has no use for my costume and she found someone who does better work and has better customer service etc. etc. I finished her order up on Friday the 23 and the mail lady had already come. My local post office is not open on weekends so in order to make up for the lost time I paid to have it expedited via priority mail rather than sending it first class like it should have gone with a turnaround time of 5-7 business days. So now she wants her money back and has left a negative feeback. Urgggghhhhh! I am so frustrated. Her feddback says nothing but negative stuff and does not even reflect the truth. She says I talked to her on Tuesday and promised her the costume by that Friday. Im thinking HELLO! I told you numerous times on wednesday I was almost finished up and she was guaranteed to have it by Friday the 30th. Then I look at her feedback and see that she ordered another costume from someone else that was cheaper and she ordered it after we had already made it clear her item had been sent out. Now shes going through etsy and she wants her money back for non receipt. She knows darn well the costume was sent out as I have already given her a tracking number. I don't know what to do. I am so frustrated. How could she say she hasnt received the item when given the time frame of 2 weeks plus or minus a few days not including first class mail time. I have never had this problem with any of my customers. What is etsy going to do? I haven't left her feedback yet and I dont know if I should. If I leave feedback will she be able to respond to that? Does etsy back up the buyer or the seller in this event? This makes me so sad because I've gotten so much positive feedback on my costumes and she has completely torn me down. She is literally up for a match on the net. She just goes on and on and on bashing me and talking crap.

[julia44]

You could always contact etsy too. But I really don't know. I'm sorry you are going through this.

[tpj58]

Did she pay through pay pal? If so, you're going to have to eat it. Trust me, it sucks. Not fair at all! I went through the same exact thing.

[tuchaeboutique]

if you have all your emails then you have nothing to worry about. Also if your shop policies state no returns then the only thing she can do is a chargeback if she used a credit card and then you deal with the credit card company. If the item was sent and you have proof that she received it then she cant say she didnt get it. These kind of people are few and far between keep your head up and dont be discouraged there are lots of good customers out there. Also its best when you get an order to remind them that it takes such and such amount fo time. I have my costume sets set at 2-3 weeks at all times and some even at 4 weeks. I post if you need it sooner contact me PRIOR to purchase this has worked for me and I have yet to have a problem. Accept with an occasional person who think they should have the whole pictured set for the price of a tutu cause they dont read the listings LOL. If this poses a problem tell them to notify you immediately so you can refund them. Some people do this all the time to get free stuff. Good luck Im so sorry this happend.

[kaneohegirl]

you can have the negative feedback removed by talking to etsy and forwarding them the emails of your convos

of course with etsy it could take them 3weeks to 6 months to do it but still it can be done

[quinnponders]

You need to have your turnaround time in your listings not on your policy page. Per Paypal rules: We encourage sellers to ship items as soon as they receive an order. However, for sellers to be eligible for seller protection, we require shipment within 7 days of receiving a payment. Or, if the payment is for pre-ordered or made-to-order goods, shipment is required within the timeframe specified in the item listing.

[pinkygirl79]

Thanks for all of your advice ladies. I have read the feedback rules and written to etsy and the feedback has been removed. Turns out if the person quotes anything from a message or uses your name in the feedback you can request to have it removed. I will also note that she said she was going to tell the post office that she was refusing the package and today my delivery confirmation shows the item was delivered. I have no doubt that she will try to say she never received it but this is good enough for now. So yes, this made my day. Thank you all for your advice and being supportive. This is why I love it so much here. You all are wonderful

[NYGalinSteerland]

I believe Etsy has a new complaint resolution area, but since you have emails on your side, you should be okay.

[kavettahulse]

I'm sorry. that really bites!!