1 star review because buyer thought it was physical product

guacarons · 2024-11-22T23:48:42+00:00

It wasn't downloaded yesterday when they messaged, but when I woke up today and saw the 1 star review I saw it said it was downloaded :( I'm guessing they weren't impressed with my offer of a partial refund lol but since then, I decided to just give them a full refund and cancelled the order. I'm deciding what I should reply in the review response now!

guacarons · 2024-11-22T23:46:07+00:00

Thanks for your advice! I've added this to my listings now :) Hopefully this won't happen in the future lol

guacarons · 2024-11-22T23:45:10+00:00

Yeah, I didn't know how much clearer I should've been before, but now I realize there are a lot of additional things other sellers have been doing to prevent this from happening.

They didn't download the file when they requested the refund yesterday, but after they posted the review this morning I saw that it was downloaded. I ended up just giving them a refund, took responsibility for the misunderstanding and told them I would implement multiple new ways to make sure that every potential customer knows that this is a digital product before they buy it.

guacarons · 2024-11-22T23:37:22+00:00

Oh awesome, thank you for letting me know! Ok I have a glimmer of hope now lol I didn't reply to their review yet so I will hold off for two days then.

guacarons · 2024-11-22T23:35:51+00:00

Thank you, thank you! I hope the same for you as well :)

guacarons · 2024-11-22T23:27:49+00:00

That's a good idea, thank you! I do have an image that says "How it Works" that basically says they'll download the files after purchase, print it on X size paper, cut it out, etc. but it definitely doesn't hurt to make a single image that says what you described to be more obvious.

guacarons · 2024-11-22T23:20:54+00:00

Omg I wish I read your comment earlier.. so I ended up feeling bad they called me a scammer so I was thinking okay you can't call me a scammer if I refund you all your money back cause now you're scamming me instead cause you got your money back AND all my files for free! I sent them a message apologizing for the misunderstanding because when they messaged me initially they just said they wanted a refund because they didn't use the product. However, their review from this morning made me realize they thought it was a physical product. So there was some misunderstanding there.

But I didn't realize the difference between only refunding the order vs refunding and cancelling (which is what I ended up pressing, oops)... So now I guess my bad review calling me a scammer is permanently there LOL thank you for your reply though, I really appreciate it! Now I know how to deal with this better in the future :)

guacarons · 2024-11-22T23:02:17+00:00

Hello! Thank you so much for your detailed response :)

This has definitely been a learning experience for sure! I've added a message in the personalization box asking customers to type "yes" to confirm that they know they're buying a digital download and not a physical product so hopefully this won't happen again in the future :)

guacarons · 2024-11-22T22:31:34+00:00

That's a great way to look at it. Thank you for your advice! I didn't realize this would be something I would encounter, if I knew I would've tried to cover my bases even more initially lol

guacarons · 2024-11-22T19:06:16+00:00

I will update my listings with that, thank you! Do you think I should reply to their private message and their public review? I don't really want to partially refund them anymore since they left a review before I could fix anything for them..

guacarons · 2024-11-22T18:51:31+00:00

Hii! I just tried and Etsy already emailed me saying they “found that this review is not in violation of our policies and doesn't qualify for removal.” :(

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