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Topic: confused and afraid.  (Read 3391 times)
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cmarie14
« Reply #10 on: January 27, 2010 04:56:23 PM »

I agree 100% about insurance. I make it optional, and I warn people if they refuse insurance that my responsibility ends when the package leaves my hands.

Just remember, you can only do this on Etsy and other sites. It is now against the T&C to do this on Ebay. The seller is responsible for making the choice to insure. Because of this, I add a little extra handling charge in the listing to cover insurance, and advertise as having a insured shipment.

If you are a seller and the item doesn't get to the buyer in the condition they purchased it, the seller is obligated by law to either refund the money the buyer paid or exchange the item.  Ebay won't let you say the "once it leaves my hands line..." because it implies that the burden is on the customer, when it's not.  So it's the seller's responsibility to purchase the insurance if the customer doesn't want to and if the seller wants to protect themselves.
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gamerbabe
« Reply #11 on: February 20, 2010 08:30:01 AM »

I know this thread is older, but if you're still selling on etsy, you should build the insurance in to the cost of shipping the item. Just tack it on there and let people know that all your items ship with insurance on them. The line about it not being your problem once you ship it is false. Yeah you can put that in your policy but when the customer complains to say PayPal that their item arrived broken due to bad packaging, they're going to get their refund and you'll be out the money. Better to build the insurance into either cost of the item or cost of shipping and call it good Smiley
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goddessgarb
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« Reply #12 on: November 03, 2010 05:46:09 PM »

I know this thread is older, but if you're still selling on etsy, you should build the insurance in to the cost of shipping the item. Just tack it on there and let people know that all your items ship with insurance on them. The line about it not being your problem once you ship it is false. Yeah you can put that in your policy but when the customer complains to say PayPal that their item arrived broken due to bad packaging, they're going to get their refund and you'll be out the money. Better to build the insurance into either cost of the item or cost of shipping and call it good Smiley

I absolutely think this is the best option.  I know that I'd feel nervous buying a breakable item on Etsy anyway, and paying a little extra shipping and knowing it's insured would take care of that.  And definitely issue a full refund AND apology if anything goes wrong, especially if you're just getting started, because you are building a reputation and that buyer WILL tell her friends all about it whether her experience is good or bad.  There is NOTHING more important than customer service in ANY business.  Smiley  (I'm a crafter...and a certified biz coach.)
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