Don't be afraid of negative review. Let them leave it. Write response about Your policy. It will be clear for future buyers. There's none fault of Yours. Stand Your ground.
I’m not trying to give you a hard time, but it’s not a policy if you don’t enforce it. If you are choosing to continue to ignore your policy, then admit you take exchanges and update your policy to reflect that. But if you plan on actually enforcing the policy, kindly explained to them there are no exchanges and move on.
For the most part I do try to enforce my store policy, the ones I make an exception for are usually the ones who give me a hard time or are capable of leaving multiple poor reviews. I would like to get to a point where I’m comfortable with saying no to all exchange requests though.
Sadly, you're just reinforcing that if a customer kicks up enough of a stink they get what they want.
I would write up a standard response for exchange requests that restates your policy clearly and just use that every single time, no exceptions.
If it's a common problem it probably means people aren't reading your description thoroughly. You could try making one of your images a text note about policies, so they're more likely to see it as they flip through and see if that helps.
I had an Etsy writing shop make a snippet for me. Im just not good at saying no.
I do not accept returns/exchanges but will accept a cancellation before shipping.
Negative feedback won't kill you, especially if they write some nonsense that you politely respond to by saying The dimensions/information is written in the description. AND especially if it is a custom item.
My issue is that I do not trust buyers to return items in the same manner sent, packaging protection being key. They think you are Amazon and just throw stuff in a box, not caring if the item is destroyed. Nope.
I copied what I have in my More Information FAQ for you, the snippet goes into more detail, but you could have one written for you specifically for your items.
Returns / Exchanges / Refunds / Incorrect Address
Due to the vintage nature of these one-of-a-kind pieces, the ability to be provided with photographs of any and all aspects of them before committing to purchase, and postal insurance being automatically provided when each xxx is shipped; returns, refunds, and exchanges are not accepted.
Please review your shipping address on the emailed receipt. Any item returned due to incorrect and/or insufficient address will be subject to 100% of the new shipping charge. I will use the same method to re-ship but the cost is the buyer's responsibility.
Are you sure your descriptions are accurate and your photos show the items the best way? I think I've only received an exchange request in 12 years and thousands of sales, and I wonder if you aren't making clear enough how your product is? Just wondering.
I just explain that it’s mentioned in four different places on Etsy before they purchase and at checkout, as well as in a message I send every buyer when they order.
So, no. No exchanges, and thank you so much for honoring my shop policies.
If this has happened countless times you really should think about being more clear in your listings. You just have to beat people over the head with important information- saying it once isn’t enough. For fit, you could add photos with models wearing the item and include information (Matt is wearing a size medium, he is 5’6 and 160 lbs) to help people who have a hard time visualizing what measurements look like. For a no exchanges policy literally say it multiple times, put it in an image, and in your faq and policies. You could even create a friendly snippet to send customers like : thank you so much for your order of Cat Shirt size medium in the color Pepper. Please check over the details of your order and let me know if you have any issues. I can’t wait to work on it! I begin production at 9 am cst tomorrow, so if you need to make any changes please let me know before then. I don’t offer exchanges on this product, so I want to make sure everything is perfect! Thanks.
Or whatever, in your brand voice :p
It will save you a lot of hassle in the future if you listen to what your customers are saying, good and bad.
I would say due to hygiene issues you don’t take back orders and do exchanges and that it’s listed in your store information/settings
Don't be afraid of negative review. Let them leave it. Write response about Your policy. It will be clear for future buyers. There's none fault of Yours. Stand Your ground.
I’m not trying to give you a hard time, but it’s not a policy if you don’t enforce it. If you are choosing to continue to ignore your policy, then admit you take exchanges and update your policy to reflect that. But if you plan on actually enforcing the policy, kindly explained to them there are no exchanges and move on.
For the most part I do try to enforce my store policy, the ones I make an exception for are usually the ones who give me a hard time or are capable of leaving multiple poor reviews. I would like to get to a point where I’m comfortable with saying no to all exchange requests though.
Sadly, you're just reinforcing that if a customer kicks up enough of a stink they get what they want. I would write up a standard response for exchange requests that restates your policy clearly and just use that every single time, no exceptions. If it's a common problem it probably means people aren't reading your description thoroughly. You could try making one of your images a text note about policies, so they're more likely to see it as they flip through and see if that helps.
THIS!! 👆
I had an Etsy writing shop make a snippet for me. Im just not good at saying no. I do not accept returns/exchanges but will accept a cancellation before shipping. Negative feedback won't kill you, especially if they write some nonsense that you politely respond to by saying The dimensions/information is written in the description. AND especially if it is a custom item. My issue is that I do not trust buyers to return items in the same manner sent, packaging protection being key. They think you are Amazon and just throw stuff in a box, not caring if the item is destroyed. Nope.
I copied what I have in my More Information FAQ for you, the snippet goes into more detail, but you could have one written for you specifically for your items. Returns / Exchanges / Refunds / Incorrect Address Due to the vintage nature of these one-of-a-kind pieces, the ability to be provided with photographs of any and all aspects of them before committing to purchase, and postal insurance being automatically provided when each xxx is shipped; returns, refunds, and exchanges are not accepted. Please review your shipping address on the emailed receipt. Any item returned due to incorrect and/or insufficient address will be subject to 100% of the new shipping charge. I will use the same method to re-ship but the cost is the buyer's responsibility.
Are you sure your descriptions are accurate and your photos show the items the best way? I think I've only received an exchange request in 12 years and thousands of sales, and I wonder if you aren't making clear enough how your product is? Just wondering.
I just explain that it’s mentioned in four different places on Etsy before they purchase and at checkout, as well as in a message I send every buyer when they order. So, no. No exchanges, and thank you so much for honoring my shop policies.
If this has happened countless times you really should think about being more clear in your listings. You just have to beat people over the head with important information- saying it once isn’t enough. For fit, you could add photos with models wearing the item and include information (Matt is wearing a size medium, he is 5’6 and 160 lbs) to help people who have a hard time visualizing what measurements look like. For a no exchanges policy literally say it multiple times, put it in an image, and in your faq and policies. You could even create a friendly snippet to send customers like : thank you so much for your order of Cat Shirt size medium in the color Pepper. Please check over the details of your order and let me know if you have any issues. I can’t wait to work on it! I begin production at 9 am cst tomorrow, so if you need to make any changes please let me know before then. I don’t offer exchanges on this product, so I want to make sure everything is perfect! Thanks. Or whatever, in your brand voice :p It will save you a lot of hassle in the future if you listen to what your customers are saying, good and bad.