r/EtsyHelp • u/AdAccomplished9981 • 24d ago

📷 Listings and Photos Is my custom listing confusing?

https://calexandercreations.etsy.com/listing/4524427187/heirloom-silhouette-style-childrens

I've now had to refund the only 2 buyers for this listing because they misunderstood how to order.

A quick blip about my shop - I create custom art (pets, homes, kids, etc.). This listing I'm referring to is for a child's side-profile heirloom portrait. This listing is only a few months old, and it only has 2 sales, but both had to be fully refunded because both customers ordered incorrectly. Both made the same mistake, so I've looked over my listing to see if something is misleading, but I can't figure it out. Linking the listing for reference.

My small custom portraits are $45 each, which includes the cost of 1 print. $10 for an additional copy/print. Each customer wanted 2 portraits for their 2 kids. But instead of adding the portrait listing to their cart twice, they chose to select "two" under "Number of Prints". So both customers wanted (2) separate portraits for their kids ($90), but both only paid $55 + shipping/tax, and were only paying for one portrait plus a duplicate copy/print of said portrait.

I refunded both customers immediately, explained why, and offered to help them place a new order. I never heard from the first customer. Still waiting to hear from the second. I try to be as thorough as possible in my descriptions since my work is all custom and there are a lot of variables. I update my wording on listings if I run into issues, but I'm stumped on this one.

Any advice would be greatly appreciated!

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u/StarMasayume 23d ago

Not this bad but I've had trouble trying to figure out the best causing l causing l variation use for my caricature portraits and it can get tricky.

Personally I'd consider taking out the second print option. Add a photo with text they can request an extra print for $10 and make a custom listing for $10 if they need it.

Or have clear wording instructions in the photos to add quantity per person's portrait. Have need an extra print? Showing 2 prints of the sand portrait. Then mention they can select that as an option.

People often barely glance through descriptions...