How did you handle it?

Thank you so much!

@@PODinsights Hi. I have two questions about refunds: 1) When Printify refunds, refund us as sellers isnt it? And then we have to refund the client through Etsy isn't it? 2) I understand that when the client receives the refund is only for the price of the item, without the shipping costs included isnt it? Thanks in advance.

In those situations I doubt Etsy would automatically side with the customer since the tracking indicates it was delivered (but I am curious how it turned out if that happened for you). I've run into this situation a couple times and I was able to still get a refund or reprint from Printify if we contacted the carrier and had them verify they could not trace or locate the package. I wouldn't expect a 100% success rate for that but it has worked for me a couple times. If the customer is not willing to do that legwork with the carrier, you may be able to open a case. With USPS it's fairly easy - you can fill out a contact form with the tracking number and basic information and they will send it to the local post office for them to see if there is anything they can do. All you need is a response saying they couldn't locate anything in order to submit a request to your POD platform. I think UPS and FedEx also have similar online forms to fill out if it was with one of them. Of course the easiest thing would be if the customer can contact the carrier themselves since they are the recipient but if they already opened a case with Etsy they might not be willing to do that. I hope that helps!

Thanks! I don't do returns/exchanges in my shop. When someone has an issue with the wrong size, etc. I explain that I don't accept returns/exchanges because each item is made to order and there is no inventory of finished products. I also offer to let them buy a different size at cost so I don't make more profit off them. Sometimes they never respond, and sometimes they take me up on the offer to get a different size. So far I have not gotten any 1-star reviews taking this approach. I think I've maybe had two people in the last two years who complained after that first response and I ended up refunding them and just absorbing the cost to prevent a bad review. I hope that helps!

@@PODinsights That's really helpful, thanks for responding!

Hi! I don't have a video currently about lost packages but that's a great idea! It's definitely one of the pain points of selling online in general but print on demand adds in the fact that you are not the actual "sender" of the package. In my experience, you can usually get a replacement sent when a package has not updated in the tracking history for an extended period, but it varies. I've had some cases where they (Printify or Printful) agreed to send a replacement after 2 weeks of no tracking updates, and other cases where they said we had to way for 30 days and then contact the local post office first. I usually remind the customer (politely) that I don't have control over the package once the shipping carrier has possession of it, but I always let them know that if I can help, I will. I've opened claim cases with USPS and UPS on behalf of customers just to get the response that they can't find it, so I can go ahead and either have a replacement sent or get a refund for them. I will put this on my list of videos to make but in the meantime, I hope that helps!

Hi! With an average order volume of 100-150 orders per month, I would say I have to resolve an issue about 1-2 times per month. When I have higher sales volume like in the fourth quarter with the holidays, I've had up to 700+ orders in one month and have had to resolve maybe 5-7 issues. I've never had a customer who wasn't happy with a replacement or a refund in these situations though when there is a problem with the item, and the print on demand platforms make it easy to do that for customers without losing money. The only real challenging situations in my opinion are when the customer isn't happy with the item (like the sizing or fit of a shirt) but there's nothing actually wrong with the item so you won't be able to get a replacement or refund from the print provider. Those happen way less often in my shop though, on average less than one per month - maybe once per quarter. Ultimately I usually end up refunding those rather than get a one-star review since they don't happen often. I hope that helps!

Thank you so much for the detailed explanation you are so kind and now I am so confident 😅😅

Hi! If they received the wrong item, have the customer send a photo of the product they received and then submit a support request with the photo provided by the customer. They should be able to provide a replacement for you.

@@PODinsights Thanks for the info. In the video you show how to do a refund with Printful. I'm going to use Printify. Printify also accepts refunds? If so, I suppose they only refund you the price of the item without the shipping cost, isn't it? In case that the product is lost of doesn't arrive Printify makes responsible for it? What should I do? Do you have another video explaining this case?

Hi! Yes you will receive an email when they respond to your request. I usually get a response within 24 hours.