First experience – buyer requested a refund for personalized item
I just started selling on Amazon, so this is new to me. I’m sure you all must have seen many such posts in the past – but any guidance you can provide will be very helpful.
I’m a small business who started on Amazon with my own private brand of luxury handmade dog collars. I primarily sell on Etsy since these are my own unique designs, but wanted to try Amazon and diversify a bit. I have a customer who ordered a personalized laser engraved leather dog collar. Later that same day, after I had completed her personalization, she changed the name spelling for her dog through a message. I went ahead and discarded the collar I had already engraved and created a new one for her and shipped it. I messaged her to make sure this new personalization request is final, but got no response. Then a few days later after she received the collar, I got a msg from her that the collar is too big and can she get a smaller size instead. Now, all my listings have very detailed sizing info descriptions as well as images to ensure customers order the correct size. I responded to her asking to provide the actual dog neck size in inches, but she never responded.
Today, I got an RMA request from her via Amazon. Now I know customized items are not covered by the return policy and I can try to decline this request, but I’m asking your advice on what’s the best course of action for me here? Should I just take the hit and move on? I definitely cannot afford a negative review.
I’m mad and sad at the same time. This is what kills small businesses. Any advice is greatly appreciated.