The Online Buying and Selling Experience
A few unofficial rules to follow while purchasing and selling your stuff online
In 2020, we all got a crash course in online shopping during the covid pandemic, whether we liked it or not. Tech neophytes, seniors and average families not versed in the ways of the internet, had to learn new skills to get what they needed.
Our ability to go to our favorite stores and leisurely select what we needed was dramatically limited. Donning face masks and rubber gloves, we dashed into stores that were open only to see empty shelves and got out as quickly as possible, to avoid being infected by the virus. The unwarranted hoarding and broken supply chains on necessities like toilet paper, soap and food, created shortages on many basic supplies.
The widespread availability of online connections eased much suffering during this dark period. Many people turned to their computers to find the stuff they needed and get solace from others going through the same ordeals.
Crafters were without their regular outlets for their work. Mall shows and art festivals were canceled. Brick-and-mortar stores that carried their work were shuttered. Flea markets became ghost towns. Makers necessarily went online to markets such as Etsy and eBay. They learned the ins and outs of photography, listing writing, internet marketing, and shipping as they progressed.
Most of the people new to the internet quickly learned that the bugaboo of online buying and selling was not the monster that they had previously conjured in their minds and could be quite handy for everyday use.
Now that the pandemic is under control and we are relatively open again, many have found they actually prefer this online exchange. The skills learned during this period continue to make us more confident and comfortable about buying and selling online, as long as common sense prevails.
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Maker/Client Relationship
Buying from an individual artist or maker is a far more personal experience than buying from an online big-box store. A person-to-person relationship develops. You have the opportunity to ask questions and request customizations from real people, not an AI robot.
Sellers should behave as if they are set up at a live art & craft show and be prepared to answer questions as soon as they receive them. Although the physical, eye-to-eye conversations are not present, all other aspects of a live sale are present. Treat it with the respect it deserves.
Below are unofficial lists of things that both buyers and sellers should keep in mind when doing online business.
What Buyers Should Know
Security - First and foremost, a buyer needs to be able to verify they are on a secure website. The URL address at the top of the browser page should start with “https://” followed by the website’s name. If in doubt, send them a message inquiring about the item(s) you desire. Most reputable dealers will answer your questions within 24 hours. Pay attention to your intuitions. If a site, or their return messages, have frequent misspellings or weird phraseology, it may be a clone site that will just take your money and personal info to resell.
Seller’s Identification - You should easily be able to determine who the seller is. If there is doubt in your mind, ask them through messaging. They may be in a hurry to get your money, but you need not rush things. Shop at your own pace.
Descriptions - Do not buy an item based on the photos alone. Always read the item’s description and the shop’s policies. Information is key to a happy outcome.
Item’s Location - The seller should clearly let the buyer know where their item ships from. If they don’t make it clear in the product listing, send them an inquiry through their messaging system. Many so-called “makers” are just designers that job-out the actual making of the products to “Print-on-Demand” (POD) companies, many of which are actually located overseas. They may be perfectly legitimate enterprises, but expect delays in shipping and irregularities in the product you actually receive.
Shipping - Handmade makers are NOT Amazon-ish. In most cases, products are not stacked on a shelf waiting to be shipped out. Normally, crafters need a “production time” period to actually make the item you order. This “production time” is in addition to the time it takes for whichever delivery method you choose to ship by. The listing you are looking at should indicate when you can reasonably expect delivery, but is NOT guaranteed.
Tracking - You should be made aware of when your purchase is shipped and be provided a tracking number when it is. If the turn-around time is not clear, ASK. However, please keep in mind that the USPS has been going through changes over the last couple years, under the reign of Louis DeJoy (Postmaster General), and their tracking has only been accurate about 50% of the time.
Delivery Time - Legitimate sellers can only guarantee their “Ship By” dates. They have no control over your package once it is mailed and no information about it, other than the tracking provided to you. They cannot guarantee an arrival date. If you absolutely need an item by a specific date, order early.
Delays - Unforeseeable circumstances may cause delays. If these delays are on the seller, they should convey these shortcomings to the buyer as soon as they arise. It is within the rights of the buyer to request a refund at this point. Once your items are shipped, delays are beyond the control of the seller and complaints should be taken up directly with the shipper (i.e., USPS post office, UPS or FedEx) using the provided tracking number.
Seller’s Responsibilities
Clear Listings - The seller should provide accurate photos and detailed descriptions of what the buyer will ultimately receive. Educate your buyers. Don’t assume they understand what you already know. Sizes, materials and turn-around times are paramount to a happy buyer’s experience.
Production Time - A reasonable production schedule should be followed and conveyed to the buyer up front, to allow for the making and shipping of an item. Buyers of handmade products expect and respect a reasonable time to make their unique items. Communication is everything. If you are in the throes of a holiday boom, let the customer know that their items will be created and shipped in the order they are received, or if it is something custom or new and you are unsure of the time it will take to create, let the buyer know this and estimate the completion date the best you can, with a few days added for unforeseeable delays. Err on the side of caution. Quoting unreasonable delivery dates will only cause friction and stress.
Packaging - Make sure to use appropriate boxes and mailers to get your product safely to your clients. You cannot over-package an item, but remember to have the costs of these materials included in your shipping costs. If an item is damaged during shipping, get the customer to document it with photos immediately and send them to you, before you send out a replacement. This has not happened to me in over ten years, but I have heard that USPS now requires 8 photos to honor their $100.00 Ground Advantage insurance. Determine whether you or the customer will file the claim. Either can do it, but double-dipping is mail fraud.
Shipping - Be sure to ship before your production deadline. Sites like Etsy will penalize you for late delivery and customers will hold it against you. I always allow an extra couple days in my estimate of production time for unforeseen events. Although you are not responsible for the shipper’s delays, the customer will likely come to you first when it doesn’t arrive on time. Be patient, polite and helpful. Provide links to the shipper’s websites. File a “Missing Mail” inquiry. It is not hard to be nice, even to rude customers. Patiently and promptly assuaging clients' fears or anger can turn a potential bad experience into a positive one.
Honesty - If you are selling vintage or used items (collectibles, garments, tools, electronics, etc.) be sure to clearly list any faults with it. The dents, scratches and stains will not necessarily put a customer off, but not mentioning them certainly will. One bad review generally takes 100 positive reviews to overcome.
Right or Wrong - Despite the old saying “The customer is always right.”, they rarely are. The trick is to choose your battles wisely, be reasonable and stay professional at all times. Try to put yourself in their shoes when a dispute does arise.
Additional things to remember…
Sellers of their craft are not anonymous robots. They are not huge, uncaring corporate entities. They are real people with real families, dreams, personal problems and bills to pay.
Buyers of “Handmade” are searching for unique items that they cannot get at Walmart. Sellers cannot compete with huge retailers, so why expect them to?
On either side of the coin, the golden rule applies, “Do unto others as you would have done to yourself.” Treat everyone with the respect they deserve.
Sellers should pay attention to online seller groups and forums and learn to recognize the latest scams going around. There is always a new twist on online cons to be on the lookout for.
If an online offer is too good to be true, it almost always is.
Buyers should make a habit of doing a bit of research, before giving up your credit card number and personal information. A minute or two of Googling can save you from a whopping mistake and a lot of heartache.
Check your email regularly! Buyers should not “opt out” of email notifications from whatever platform you purchase on. The seller may need to clarify something about your order (i.e., address, personalization, color, etc.) in order to timely make and send it. If after the sale you start getting spammed by the site, you can then opt out.
If there is doubt about anything in the transaction, ASK. This goes for sellers and buyers alike.
Messages with questions or clarifications should be replied to immediately for a happy outcome.
Happy buying and selling! Let’s keep it real and enjoyable.
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