I am loving the comment section! So many varying opinions which totally goes to show that we all trust our gut in different capacities. Love learning from and with one another 👏🏽
I'd have thanked the buyer for the info, apologized for the state it arrived in and said something to the effect of "unfortunately because it's past our 30 day return policy here is a coupon for x% off your next order." That's just what I'd have done. Ok now back to watching your video lol 😊
Because she was nice, I would have sent a replacement as well. If she would have been sassy, then I’d simply follow up with the “oh I’m so sorry this happened” kind of a message. As a business owner, there will be times when you will simply have to take the L and do refunds/replacements but the customer service and customer experience is always a priority! So I just shed a tear and keep moving 😂 But the fact that she popped up a year later to say something is interesting…candle hoarder or not, I would think she would have at least opened it long before then. You did great tho, updating the policies so that it is visible somewhere. Very good move.
Hey lady, so because my business offer made to order custom products I don’t offer any refunds or returns but in the case something didn’t ship on time or if it was damaged. I would do a replacement order. I think you are definitely on the right track by making policies to your site but I think they are getting over with a 30 day return I believe you should give them so many days after they have received the product.
You did the right thing. How she wrote her initial message speaks volumes. I feel that she was being honest about what happened and not trying to get a free candle. You can tell those who are genuine from those who are trying to get more from you. Then there are those who are never happy. Let's not even talk about them. LOL I truly believe she was being honest especially when she followed up when she receive the new candle. Now you have a repeat customer and I am sure she will spread the word. You handled it so professionally. My business is personalized gifts in the monogram and embroidery sector. I've been doing this since 2001. Since all of my items are either personalized or customized specifically to each customer, I have a no refund or return policy unless it is an error on my part. Yes, I have had orders where the customer has typed the name or monogram wrong and try to blame me for it. When I process orders, I always copy the information the customer send to me and paste it into my embroidery software. I know the error is not on my end but some respond with "YOU SHOULD HAVE KNOWN WHAT I MEANT". I want to respond with....You should know how to spell your own name/ or kids names. I don't of course; but, it is tempting. Like you, I have tweaked policy based on things that happen. It is always going to be that way. We don't know every scenario of events that can happen. Yes, sometimes, Etsy needs to mind its own business. LOL
I will say this you just got a loyal customer for life with her, with the way you handled this situation and she will most likely tell all her friends about you now
I'm in the process of forming my business plan and I think you handled this better than I would have 😅 I would've offered a discount, but I think sending a replacement earned you a repeat customer and possibly word-of-mouth marketing! I'll definitely take this into consideration about what policies I want in place for whenever I launch. 💖
Be sure to add the new policy to your packing slips as well. That way, you have given notice on your website as well as in shipping. It wouldn’t hurt to add it to your checkout page either. By the way, you’re doing great 🎉
Lacie you are awesome business person and you did the right thing by sending the customer a replacement candle even it took the customer a year to notify you. I would put in my return policy a customer has 30-60 days to for all returns.
Yup! Total learning lesson for me to have that be more apparent. I also might consider editing my order confirmation email to explain the refund policy (on my website).
Well done! I think you did the right thing and lesson learned. I am a soap/ beauty products maker and I also make candles. She was very nice and I know some of our customers support us but don’t use the products right away. I know one year is a lot, but your action speak louder about your customer service and people always appreciate that. On a non related topic, how did you end in AZ? I went to DC in July and just felt in love. Recovering from surgery now and dreaming about next trip to DC, lol. Love your channel!!!
LOL I needed more sunshine!! I’m from the Seattle area, so I took a trip with my mom and fell in love. Or… lust. I’m falling out of lust atm but am still enjoying it here 5 ish years later.
@@laciej omg girl! My daughter had a trip to Seattle last week. We were trying to find where to stay with no good luck, next time (she is a flight attendant) but it’s hard to combine trips for both of us together. Anyhow we love the East coast. Being here since 2004 went we came from Cuba. Love AZ but hate summer time here.
Lacie if your not moving the brown girl collection, you could re-evaluate the name and change the names of the ones that are slow, to a different name. Just a thought... Love your videos!!
It sold really well on Etsy before we placed them in these vessels, so as much as people enjoy the smells, I think the vessel itself isn’t very attractive. I’m hopeful!
You’ll need to look at your reports and categorize it by sales. There may be some TH-cam videos to help! One of the reasons why I switched from WIX to Shopify- I felt like Shopify had more resources for help online through just a Google search 😞
U did great! I would have had handled it in the same way, but would have checked with my gut first! It seemed like for you it felt like the right thing to do and you learned from it. I love dharma, you put out good and the world will give you good back 10-fold. This probably saved you from future sales you could’ve lost out on if u had not updated your policy + u have a repeat customer, that will review ur business positively. Win Win Win…customer’s happy + an investment in ur future wins.
I think you made the right move, both in your interaction with the customer and in clarifying your policy for yourself as well as for potential situations in the future. If the customer had been demanding or rude, I might have reacted differently; but given that their attitude was very much in the most of providing constructive feedback AND that they provided evidence of the situation, I'm more inclined to go out of my way to accommodate them. I am also a candle/goods hoarder (or example, I stock up on personal care items usually once a year at holiday sales time so I save some money and don't have to worry about running out for the next 12 months or so...though I do at least take everything out of boxes and put them in a cabinet), so I get that aspect. That said, I also assume though that if I haven't opened and inspected it within a month of receiving the box, mea culpa. It's on me to adapt and overcome.
I’m a Etsy seller and a candle seller too. I have had one problem with broken candle. I ask the buyer to send me a picture she said she can’t because she does have a camera? So, I just refunded her. To much and let her keep it. To much problem to ask her to send it back.
I also think it might be risky asking a customer to ship a broken item (both for the delivery service and for the recipient to receive). But I'd like to know which type of device she was ordering off of that didn't have a built-in camera. No ma'am! Lol
Heyyyy babygirl! Ur online mom here.😆😘💖 I would send her a complimentary sample pack of the small candles. (Whispers to u): Cuz she seems like a genuine repeat customer. New/different scents to her means a chance she'll buy the bigger ones, remain a loyal customer and spread the word to others.😁 I need to get on the ball and buy some samples from u. Loving all ur content per usual!!! Hugs to u, dnl and fur babies! (especially my buh-buhs...Butters😆)
They can open a case with Etsy saying the shipping agency is at fault and thats why it's broken. Etsy will refund the customer without affecting your payout for the item. I ship a lot of glass and this happens rarely but when it does Etsy will refund the customer from their end.
Ahh this Etsy thing is a challenging situation. I can totally see your customer service as leaving a great impression on this customer and if it’s a one off then thats not so bad, but on the other hand this could happen multiple times. I recently replaced a bookmark for a customer that never received it. I was traveling when i mailed it, and had to find a post office box in Las Vegas which was next to impossible LOL I have no idea why this town didnt have post boxes on any streets, bizzare! So I literally spent a half hour just finding the box. So then a month later the customer sent a message they never received their order. I couldnt believe that it was one that obviously the mail folks just didnt pick up. I mean what if you lived there and used this box for paying your rent or other bills?? LOL So I immediately put another one i the mail to this customer and confirmed it got there. But with something expensive like your candles, this could get pricey for you to cover when things like this happen. So I think in the future if someone contacted you about a damaged candle if they waited an extended period of time, i would point them to your new blurb about damaged products and then maybe offer them 50% off of another candle. Then at least you are covering your cost. But this of course would be for someone that waits a long time to let you know…. So many scenarios pop up that you just never think of until you have a small business.. 😊
Oh my gosh that is so terrible to think about (the mail that didn't get picked up and people probably DO put their bills in there!!) Yes I agree, so many different scenarios to consider and I DEFINITELY didn't think about this one until it happened. In the future I will have to say something similar to what you said. Sorry this happened, please send us visual proof of a broken item, + here is a coupon for next time.
That's actually me....well not that person. I ordered fragrance plugs from Bath and Body else a couple of years ago. I ordered them early for Christmas. Months later I finally opened the box. Well I did the same thing just to let them know how poorly the order was packaged....it was really bad not exaggerating...like someone just literally threw them in there. The lady was so nice and offered to replace them...I was like that's not why I'm reaching out. She was like what broke....how am I supposed to know when I have a handful of tags not on the items....I've learned my lesson....I open boxes up within 2 weeks of getting them.
I honestly don’t do anything with my hair that hasn’t been recorded already (and I’ve also intentionally stopped obsessing over it bc mannnn was I obsessed). I always told myself that I’d there’s something new and exciting worth sharing, then I’ll share it ☺️
Sending her a new candle is a good business move, but I would of have her sent back the broken one first before giving her a new candle. 1 year is long and the candle could of broken in many ways at her care.
I'd get nervous asking a customer to wrap up and send a broken candle in the mail. This one was cement so it'd likely do no hard, but I wouldn't want to put delivery services or myself at risk for opening that box haha-- especially if I am just going to throw it away. But I am glad she sent a photo!
Asking the customer to send the broken candle back is an expense for the customer. This would surely rub the customer the wrong one, ensuring that they never make another purchase. It would also mean that the customer ends up paying for the “replacement” candle after all. Just a bit of advice from a 13-year business owner ❤
I am loving the comment section! So many varying opinions which totally goes to show that we all trust our gut in different capacities. Love learning from and with one another 👏🏽
I'd have thanked the buyer for the info, apologized for the state it arrived in and said something to the effect of "unfortunately because it's past our 30 day return policy here is a coupon for x% off your next order." That's just what I'd have done. Ok now back to watching your video lol 😊
Offering a discount for their next purchase is a good idea when it's been longer than 30 days!
Because she was nice, I would have sent a replacement as well. If she would have been sassy, then I’d simply follow up with the “oh I’m so sorry this happened” kind of a message. As a business owner, there will be times when you will simply have to take the L and do refunds/replacements but the customer service and customer experience is always a priority! So I just shed a tear and keep moving 😂 But the fact that she popped up a year later to say something is interesting…candle hoarder or not, I would think she would have at least opened it long before then. You did great tho, updating the policies so that it is visible somewhere. Very good move.
My fiance had a similar thought process-- who doesn't get excited and check their package ASAP? Definitely a lesson learned! L taken 😂
Been waiting for this video 😊 finally uploaded❤
Hey lady, so because my business offer made to order custom products I don’t offer any refunds or returns but in the case something didn’t ship on time or if it was damaged. I would do a replacement order. I think you are definitely on the right track by making policies to your site but I think they are getting over with a 30 day return I believe you should give them so many days after they have received the product.
You did the right thing. How she wrote her initial message speaks volumes. I feel that she was being honest about what happened and not trying to get a free candle. You can tell those who are genuine from those who are trying to get more from you. Then there are those who are never happy. Let's not even talk about them. LOL I truly believe she was being honest especially when she followed up when she receive the new candle. Now you have a repeat customer and I am sure she will spread the word. You handled it so professionally.
My business is personalized gifts in the monogram and embroidery sector. I've been doing this since 2001. Since all of my items are either personalized or customized specifically to each customer, I have a no refund or return policy unless it is an error on my part. Yes, I have had orders where the customer has typed the name or monogram wrong and try to blame me for it. When I process orders, I always copy the information the customer send to me and paste it into my embroidery software. I know the error is not on my end but some respond with "YOU SHOULD HAVE KNOWN WHAT I MEANT". I want to respond with....You should know how to spell your own name/ or kids names. I don't of course; but, it is tempting. Like you, I have tweaked policy based on things that happen. It is always going to be that way. We don't know every scenario of events that can happen. Yes, sometimes, Etsy needs to mind its own business. LOL
I will say this you just got a loyal customer for life with her, with the way you handled this situation and she will most likely tell all her friends about you now
I'm in the process of forming my business plan and I think you handled this better than I would have 😅 I would've offered a discount, but I think sending a replacement earned you a repeat customer and possibly word-of-mouth marketing! I'll definitely take this into consideration about what policies I want in place for whenever I launch. 💖
I love the new vessels. That green!!! Also, I think you handled the situation well and I like your mindset about it too.
Thank you!! ❤
Be sure to add the new policy to your packing slips as well. That way, you have given notice on your website as well as in shipping. It wouldn’t hurt to add it to your checkout page either. By the way, you’re doing great 🎉
Lacie! I so enjoyed watching your videos!! You’re so cool and I love the way you handled the refund/return situation!!
Thank you!
Lacie you are awesome business person and you did the right thing by sending the customer a replacement candle even it took the customer a year to notify you. I would put in my return policy a customer has 30-60 days to for all returns.
Yup! Total learning lesson for me to have that be more apparent. I also might consider editing my order confirmation email to explain the refund policy (on my website).
Well done! I think you did the right thing and lesson learned. I am a soap/ beauty products maker and I also make candles. She was very nice and I know some of our customers support us but don’t use the products right away. I know one year is a lot, but your action speak louder about your customer service and people always appreciate that. On a non related topic, how did you end in AZ? I went to DC in July and just felt in love. Recovering from surgery now and dreaming about next trip to DC, lol. Love your channel!!!
LOL I needed more sunshine!! I’m from the Seattle area, so I took a trip with my mom and fell in love. Or… lust. I’m falling out of lust atm but am still enjoying it here 5 ish years later.
@@laciej omg girl! My daughter had a trip to Seattle last week. We were trying to find where to stay with no good luck, next time (she is a flight attendant) but it’s hard to combine trips for both of us together. Anyhow we love the East coast. Being here since 2004 went we came from Cuba. Love AZ but hate summer time here.
Lacie if your not moving the brown girl collection, you could re-evaluate the name and change the names of the ones that are slow, to a different name. Just a thought... Love your videos!!
It sold really well on Etsy before we placed them in these vessels, so as much as people enjoy the smells, I think the vessel itself isn’t very attractive. I’m hopeful!
@@laciej Yeah, it's trial and error. For me vessels have been a difficult decision. Right now I have settled on glass with metal lids.
Hi Lacie Love this video!!! Where on Wix's did you find that information of all your items. Many thanks
You’ll need to look at your reports and categorize it by sales. There may be some TH-cam videos to help! One of the reasons why I switched from WIX to Shopify- I felt like Shopify had more resources for help online through just a Google search 😞
U did great! I would have had handled it in the same way, but would have checked with my gut first! It seemed like for you it felt like the right thing to do and you learned from it. I love dharma, you put out good and the world will give you good back 10-fold. This probably saved you from future sales you could’ve lost out on if u had not updated your policy + u have a repeat customer, that will review ur business positively. Win Win Win…customer’s happy + an investment in ur future wins.
Yes ma’am! That’s exactly how I felt ❤️
I think you made the right move, both in your interaction with the customer and in clarifying your policy for yourself as well as for potential situations in the future.
If the customer had been demanding or rude, I might have reacted differently; but given that their attitude was very much in the most of providing constructive feedback AND that they provided evidence of the situation, I'm more inclined to go out of my way to accommodate them. I am also a candle/goods hoarder (or example, I stock up on personal care items usually once a year at holiday sales time so I save some money and don't have to worry about running out for the next 12 months or so...though I do at least take everything out of boxes and put them in a cabinet), so I get that aspect. That said, I also assume though that if I haven't opened and inspected it within a month of receiving the box, mea culpa. It's on me to adapt and overcome.
I’m a Etsy seller and a candle seller too. I have had one problem with broken candle. I ask the buyer to send me a picture she said she can’t because she does have a camera? So, I just refunded her. To much and let her keep it. To much problem to ask her to send it back.
I also think it might be risky asking a customer to ship a broken item (both for the delivery service and for the recipient to receive). But I'd like to know which type of device she was ordering off of that didn't have a built-in camera. No ma'am! Lol
If she would have put a claim in with Etsy they would have refunded her any way. Then charge my account for the refund.
Heyyyy babygirl! Ur online mom here.😆😘💖
I would send her a complimentary sample pack of the small candles. (Whispers to u): Cuz she seems like a genuine repeat customer. New/different scents to her means a chance she'll buy the bigger ones, remain a loyal customer and spread the word to others.😁
I need to get on the ball and buy some samples from u. Loving all ur content per usual!!! Hugs to u, dnl and fur babies! (especially my buh-buhs...Butters😆)
Hiiiiii miss you!! **hugs**
They can open a case with Etsy saying the shipping agency is at fault and thats why it's broken. Etsy will refund the customer without affecting your payout for the item. I ship a lot of glass and this happens rarely but when it does Etsy will refund the customer from their end.
Ooh I did not know that 👀 that is very helpful information, thank you!
Ahh this Etsy thing is a challenging situation. I can totally see your customer service as leaving a great impression on this customer and if it’s a one off then thats not so bad, but on the other hand this could happen multiple times. I recently replaced a bookmark for a customer that never received it. I was traveling when i mailed it, and had to find a post office box in Las Vegas which was next to impossible LOL I have no idea why this town didnt have post boxes on any streets, bizzare! So I literally spent a half hour just finding the box. So then a month later the customer sent a message they never received their order. I couldnt believe that it was one that obviously the mail folks just didnt pick up. I mean what if you lived there and used this box for paying your rent or other bills?? LOL So I immediately put another one i the mail to this customer and confirmed it got there. But with something expensive like your candles, this could get pricey for you to cover when things like this happen.
So I think in the future if someone contacted you about a damaged candle if they waited an extended period of time, i would point them to your new blurb about damaged products and then maybe offer them 50% off of another candle. Then at least you are covering your cost. But this of course would be for someone that waits a long time to let you know…. So many scenarios pop up that you just never think of until you have a small business.. 😊
Oh my gosh that is so terrible to think about (the mail that didn't get picked up and people probably DO put their bills in there!!) Yes I agree, so many different scenarios to consider and I DEFINITELY didn't think about this one until it happened. In the future I will have to say something similar to what you said. Sorry this happened, please send us visual proof of a broken item, + here is a coupon for next time.
Hy hope you are doing well. I hope I have a question about how you get more customers at shopify. I will appreciate it. I just have a month star
That's actually me....well not that person. I ordered fragrance plugs from Bath and Body else a couple of years ago. I ordered them early for Christmas. Months later I finally opened the box. Well I did the same thing just to let them know how poorly the order was packaged....it was really bad not exaggerating...like someone just literally threw them in there. The lady was so nice and offered to replace them...I was like that's not why I'm reaching out. She was like what broke....how am I supposed to know when I have a handful of tags not on the items....I've learned my lesson....I open boxes up within 2 weeks of getting them.
How to be more organized
I probably would’ve done the same. Replacing it was a good move and she’ll probably purchase more.
I'm hopeful!
Im not sure as im still new but id send a deep discount for new candle
A discount is a smart idea!
Are you done with making hair content?
I honestly don’t do anything with my hair that hasn’t been recorded already (and I’ve also intentionally stopped obsessing over it bc mannnn was I obsessed). I always told myself that I’d there’s something new and exciting worth sharing, then I’ll share it ☺️
Sending her a new candle is a good business move, but I would of have her sent back the broken one first before giving her a new candle. 1 year is long and the candle could of broken in many ways at her care.
I'd get nervous asking a customer to wrap up and send a broken candle in the mail. This one was cement so it'd likely do no hard, but I wouldn't want to put delivery services or myself at risk for opening that box haha-- especially if I am just going to throw it away. But I am glad she sent a photo!
Think of it as liability of the maker/owner. You do not want her to burn a candle in a broken vessel. @@laciej
Asking the customer to send the broken candle back is an expense for the customer. This would surely rub the customer the wrong one, ensuring that they never make another purchase. It would also mean that the customer ends up paying for the “replacement” candle after all. Just a bit of advice from a 13-year business owner ❤
"Late shift," are you still working that part time job hun?
I was yeah! Starting my new job soon. Part-time felt like a good solution for the moment, but wasn’t a good solution long-term.
Nice! Yea I can relate, it's so hard out here these days I feel like we all just need to play things by ear and stay on our toes. @@laciej ❤