I need some advice... - Wholesale buyer says not as described. Refund?

[beautifulpirate]

I hit a little hiccup with a wholesale order that I took from a customer and was wondering if you guys could offer any advice. I only come to you because I know it is not allowed on the Etsy forums to talk about specific transactions and I need to ask someone what they think. If you care to give me your advice on how to proceed, I would appreciate it.

I had a customer contact me on the 28th of June asking me if I wholesale, which I do. She was interested in obtaining 19 pairs of my ice cream post earrings. I rushed to get the order out to her as quickly as I could because she seemed to want them as quick as possible. She just received them and sent me an email that says that they are not as shown in the picture. She says that in my size reference picture, the ice cream cones are shown next to a dime, and they are about the size of a dime. She said that the ones she received were about twice the size of a dime. The picture clearly shows that the double scoop cones are approximately twice the length of a dime. I attached the pic for you to see (however the red lines were not in the original. I added them to verify and I might send her the pic to show her). As well, the actual measurements within the description of the items she ordered are there and would be bigger than a dime. I got out an extra pair that I had made by accident while making hers and measured them and they were correct. Also, within the listings, I mention that there may be slight variations in size, color, etc due to the handmade nature of the item.



Anyway, she wants a refund. I have decided based on my wholesale policies that I am justified in not giving her one. (I haven't refused yet and am still trying to figure out how to proceed). For multiple reasons: I do not carry that many of those items at any time. Since I made them all to order, I do not know how long it would take me to clear all of them out. Also, even if I wanted to give her a refund, the money has been spent on dearly needed supplies, including the supplies necessary to create her large order. At the bottom of this message is an excerpt from my wholesale order policy.

If she had a misconception about the size, that isn't my fault based on the fact that I clearly described the items with both pictures and measurements. I am not worried about receiving a negative feedback. I have had one before from a customer who was very rude despite my going out of my way to make her happy and it hasn't affected my sales. What I am worried about though, is if she files a paypal dispute, would she win? I did, as I said, have the items clearly described, but to avoid massive fees from selling 19 items, I made a large bulk single order, only listing the bare minimums necessary (Just what was being ordered and how many of each) and I worry that that is all paypal would consider if she were to file a dispute.

Of course, I am not happy that my customer is unhappy. This sort of thing has never happened to me before and my customers are always happy. This has my stress level through the roof right now (which is what I wanted to avoid this week) and since I suffer from depression, it has swung me into a very bad funk.

I desperately need some kind advice.

Excerpt from my wholesale policies: (Returns are available if initiated within 7 business days of receipt, if all items are returned in their original condition. Return shipping is the responsibility of the buyer. All returns are subject to review and a 20% restocking fee before a refund minus the shipping costs and applicable fees will be made. Returns due to damage after delivery will not be accepted. If items are damaged during shipping, they will be replaced at no additional charge. No credit will be extended for loss due to theft after delivery.)

Thanks so much,
Candace

[Subee]

In my opinion, she is not entitled to a refund.
BUT, in your policy you say she can have one if within 7 days. It doesn't say she even has to have a reason. Only that shipping and 20% restock fee would not be refunded. I'm afraid that you are bound by your own words

[beautifulpirate]

In my opinion, she is not entitled to a refund.
BUT, in your policy you say she can have one if within 7 days. It doesn't say she even has to have a reason. Only that shipping and 20% restock fee would not be refunded. I'm afraid that you are bound by your own words

A part that I did not include was that custom orders are not allowed refund status, as well it does say that all returns are subject to a review. This was a custom wholesale order.

[Subee]

In that case I would remind her of that and not give her one.
Send her that part of her policy and the picture with the red lines and tell her "sorry"

That is what I would do.

[Puppy_girl]

I would suggest sending her the picture with the lines to show that the size is correct.  Even if she still isn't happy with the size I would just point out where you mention that there may be slight variations in size and what-not and explain nicely why you can't give a refund.

[beautifulpirate]

I would suggest sending her the picture with the lines to show that the size is correct.  Even if she still isn't happy with the size I would just point out where you mention that there may be slight variations in size and what-not and explain nicely why you can't give a refund.

Thanks guys, I went ahead and sent the picture to her and noted places in the description where it said the measurements and the bit about slight variations. I was very polite and didn't point fingers or blame her for assuming or anything. She didn't message me back yet so we will see. I'm hoping that she will see the error of her ways, realize that it's not my fault that she didn't read and look at the description and pictures accurately, and leave positive feedback for me. But if she doesn't I will live. I would rather have one negative than be out over $200 for my time and materials. As far as paypal goes, I called them and they said if she opens a dispute, since it was a custom order, they will close the dispute immediately. So my heart is settling now. Thanks for everything guys!

[MinnieMay9]

Did she ask for the double scoop one?  Maybe she thought she was getting the single scoop?

[TwistMySister]

your policy says 'subject to review' - also i think she is obviously in the wrong, and you should stay strong... do what you would do if it was 1 order and not 19, dont worry that it is so many pairs for her to not be happy with. if you would ordinarily reject a refund on 1 item because they didnt read the description, dont give it a 2nd thought about your 19 pairs. Say no, and tell her to read things more carefully in the future. perhaps her dimes had shrunk.