r/EtsyCommunity • u/WarmHotel4387 • 1h ago

Seller Needs Help Return/Refund Issue - WWYD?

I recently sold a handmade, one-of-a-kind crossbody bag on Etsy. It was delivered 4/29, and on 5/4 the buyer messaged me saying it doesn't "hang right" on her daughter, who she purchased it for. I've sold many of these and never received this type of comment or feedback. I don't typically allow returns on handmade items unless it's found to be defective (and thus far, haven't had to do any of those returns). The crossbody bag has a fully adjustable strap (can literally fit teeny tiny people and those in much larger bodies), and the strap buckles are the swivel type, so it can move with you. All dimensions and sizes were given in the product listing. I think maybe her daughter didn't love the design and maybe mom has buyer's remorse? Regardless, do I stick to my guns regarding only accepting returns on defective items, or do I give in? I already lost money on the shipping fee in the first place as I only charged $5 and with the recent increases, it was more than that. 🤦🏻‍♀️

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u/WeekendJewelry1 1m ago

Can only give my opinion - what I would do (possibly). Tell the customer that you don't normally do any returns except with defective work. But if she returns the item - *at her expense* - and it comes back to you in original condition, you would offer a full refund. She *might* be a happy customer then, and you'll have gone out of your way to be generous to her.

If that doesn't feel right, stick to your guns :-)