|客訴案件等待中 | When there's an open case against you on Etsy... you'll see pink.|
最近我們遇到了在Etsy 上的第一個"奧客"，大概是因為經營一年多後才遇到這第一個，他特別恐怖!!!(三個驚嘆號實在不足以表達恐怖的程度) 他是下訂單之後，一開始是先有三個要求，要求顏色要改、卡片層要增加、標籤要放上，我們也很有耐心的溝通完成並寄出之後，噩夢就開始了!
Running any type of business is challenging enough; you've got all the details you have to deal with on a daily basis and you have to constantly be planning this and that. Us creative types find it even more challenging because really, all we want to be doing is daydreaming, head in the clouds, pencil to paper... Most of the time, once you've got things figured out it's smooth sailing. Some of the time, however, you run into the dreaded "Crazy Customer" (to put it nicely) who walk into your metaphoric front door. This is when you just want to give it all up and run away!
As you know, we sell about half of our handmade items via Etsy and have never run into the dreaded Crazy Customer... but, this post wouldn't have been written if we didn't just run into our first! This particular Crazy Customer seemed to be extra-crazy, but maybe that's just how you feel whenever you're facing a wild boar in the forest with your pants down.
To start off, this CC wanted to make a few custom changes to our standard Washable Kraft Paper Wallet. As a designer (or an artist, or a chef, etc.), it already hurts when someone doesn't like what you've created; but as someone who uses their creativity and work to make a living, you sometimes can accept minor changes if it's what will make the customer happy. In this case, the CC wanted us to replace the photo pocket on the left side with more pockets for cards, and he wanted a gray wallet with black stitching (we thought that this color combination looked horrible, but hey, he wanted it...).
他收到包裹後，突然得了失憶症，忘記之前討論的事，開始來說顏色不對，標籤不見，我們提醒他之前的討論，他就會出現了視而不見的症狀，轉而指向顏色不對! 收到灰色堅持說是那是白色，幾經溝通無效之後，最後，丟下一句你什麼都不懂，服務太差之類的話之後就去客訴了! 速度之快，讓我們不得不懷疑他的客訴經驗想必非常豐富!
然後，我們也很快的就收到Etsy 的通知，告知有兩個禮拜時間可以讓我們雙方協調，如果兩個禮拜後還無法解決，Etsy 就會介入處理這個客訴案件。
就這樣，整整兩個禮拜，我每天登入我的Etsy 頁面就會在最上面看到那一條醒目的紅色提醒(如上圖).....好不容易，兩個禮拜過了，終於收到Etsy 的回覆。
故事應該就在處理的程序中結束，沒想到，還有起承轉合，原本收到的回覆是我們寄給他的商品的確與他購買的顏色不符合，判我們敗訴，退朝.....不......是退款! 但是，經過我們努力不懈的解釋與證明之後，終於，Etsy 發現我們沒有寄錯商品，證實他是個"奧客".........敗訴!
After the CC received his wallet in the mail, he messaged us to thank us... oh wait, no, he wasn't thanking us! He messaged to inform us that we royally messed up his order. He had ordered gray, not "white/cream". Ummm... that is gray, sir (the same gray used in all our listings that say "gray"). We tried to explain this to him, but he insisted that we messed up.
He wanted the "gray" that was featured in our "Men's Wallet made from Washable Kraft Paper in Black" - yes, that's the gray that he wanted. We do acknowledge that that's the listing he paid for, but many customers buy from a standard listing and ask for custom changes... this wasn't supposed to be any different. We pointed out to him that the listing was for a "black" wallet, as it says in the title - you had us make some custom changes, sir. We even copy+pasted our conversations, just for his confirmation.
This is where we enter The Twilight Zone. CC tacitly acknowledged that although he paid on the listing for a black wallet, he had asked us to provide him with a gray wallet... but, the black wallet was, in fact, a gray wallet. "Black could be described as gray," he continued. So, what he wanted was a gray wallet so dark as to be indistinguishable from black? He also wanted a gray that was so dark, that in fact, it would be described as black.
Furthermore, what we sent him certainly could not be described as gray! It could only be described as white or cream. Then, what color would a standard piece of paper be described as? That's right, ultraviolet sun color. Make sure to wear welder's goggles the next time you're making photocopies or printing out documents.
After much debate, he decided to open a case against us on Etsy. What was the complaint? Item significantly not as described. For two weeks, we would see this pink banner hovering above our Etsy administrative pages... and Etsy would ask us to resolve the case every time we logged in (not a good feeling)! After reviewing both sides of the story, Etsy decided that the item was, in fact, what the customer ordered. Feeling vindicated and thankful, we just hope we never meet another CC again (but of course, that's wishful thinking).
In the end, we realize that a well-run platform is very important to the creative type who has chosen to make a living out of their work. Creative types need a place to present their creations to the world; a place that not only attracts a lot of attention and love, but a place that helps you to smoothly run a business and helps you when things aren't going as smoothly as hoped.
SIDONIEYANG | HANDMADE sells our products in Taiwan on Pinkoi.com, and to the rest of the world in English on Etsy.com. We love both platforms and we have confidence that they'll both continue to do well and help creative types live their dreams!
|紙樣手創設計館 on Pinkoi | our Pinkoi.com shop|
|SIDONIEYANG | HANDMADE on Etsy|
標籤： 品牌成長故事mybrand, 品牌brand