Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Thu Nov 8 2012 10:58:30

Etsy Sellers Concerned about Increase in Cancelled Orders

By: Ina Steiner

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Etsy sellers are reporting an increase in the number of cancelled orders. SilverCityBeads started a discussion noting that they had received 8 cancellations since signing up for "Direct Checkout," and wondered if that was a contributing factor. Prior to signing up for Direct Checkout, she had had a store for over 4 years and had never had to cancel an order.

The post grew to 20 pages. One seller said they believed it was due to Etsy adding a "cancel" button to buyers' receipts.

Another seller agreed, noting that the cancellation notices were "canned message." The seller continued, "I've had 3 cancellations in the past few weeks - more than my total cancellations, total, in the past 2 years. They were all the same day as the order - 2 were Paypal purchases, 1 was DC. Etsy put a prominent button on the receipt, recently, for requesting a cancellation. My take is that it makes it easier for buyers to "window shop" or experience buyer's remorse."

Sellers are signing a petition asking Etsy to remove the Cancel Order button.
 
Sellers are finding themselves in a bind, especially the many sellers who do custom or personalized work. Should they begin work on a custom order immediately in order to minimize the time it takes to get the item to the buyer? Or should they hold off on starting custom orders but risk receiving negative feedback about speed of delivery?

"This will be a major problem for those of us who do custom work," wrote an Etsy seller. "I can't sell something that has been customized if the buyer suddenly doesn't want it. Makes me want to wait a day or two before sending something out, just in case."

Another seller relayed their experience with a cancellation. She explained that the buyer contacted her after she refunded the cancelled order, asked a question, and immediately purchased the item again. "Perhaps that button caused this and all the inconvenience. At least I hadn't packaged the order yet. Perhaps a note to consult the seller before cancelling," she suggested.

Here is the original post, and here is the petition asking Etsy to remove the Cancel Order button.
 




Comments (8) | Leave Comment | Permalink

Readers Comments

Perminate Link for Etsy Sellers Concerned about Increase in Cancelled Orders   Etsy Sellers Concerned about Increase in Cancelled Orders

This user has validated their user name. by: bitbybit

Thu Nov 8 13:16:03 2012

Q: When is a sale not really a sale?

A: When it is on Etsy.

Perminate Link for Etsy Sellers Concerned about Increase in Cancelled Orders   Etsy Sellers Concerned about Increase in Cancelled Orders

by: Keyur This user has validated their user name.
Web Site

Thu Nov 8 15:36:08 2012

When you take a lot time to ship there are more chances of getting order cancel. Also personally I have observed if people are selling some kind of patterns pdf without notifying on image or intitle. Customers suddenly realize that they ordered a wrong thing and cancels order.  

Perminate Link for Etsy Sellers Concerned about Increase in Cancelled Orders   Etsy Sellers Concerned about Increase in Cancelled Orders

by: JoJo This user has validated their user name.

Thu Nov 8 23:17:40 2012

Good grief.  Haven't run into this yet, but thanks for the head's up.

Perminate Link for Etsy Sellers Concerned about Increase in Cancelled Orders   Etsy Sellers Concerned about Increase in Cancelled Orders

by: truehandmade This user has validated their user name.

Fri Nov 9 06:55:25 2012

This proves that Etsy continues to jump on changes without much thought or planning.  You have to wonder how they set their priorities even with 7 yrs experience, they still make so many dumb mistakes.  We know why.  They have no idea what it's like to try to sell on their site.  They see the site from the kaching end and not the seller end.  

Perminate Link for Etsy Sellers Concerned about Increase in Cancelled Orders   Etsy Sellers Concerned about Increase in Cancelled Orders

by: Sierra This user has validated their user name.

Fri Nov 9 08:08:55 2012

TrueHandmade, as a long-time Etsy seller (6+ years), I'd have to agree with you!

Perminate Link for Etsy Sellers Concerned about Increase in Cancelled Orders   Etsy Sellers Concerned about Increase in Cancelled Orders

by: sellerg This user has validated their user name.

Fri Nov 9 10:15:35 2012

A lot of changes on Etsy lately and as most here note.. they are not good for the sellers. The Browse  addition has most thinking that christmas sales will be a complete flop on Etsy as sales dropping to 10% seems normal after the addition. Now this Cancel Button? Have idiots taken over Etsy management? Nothing but bitterness from Sellers and disregard from Etsy in return. I see a rerun of overstock.con coming

Perminate Link for Etsy Sellers Concerned about Increase in Cancelled Orders   Etsy Sellers Concerned about Increase in Cancelled Orders

by: comet This user has validated their user name.

Fri Nov 9 21:32:44 2012

Sad but glad to know that sellers on other sites than FleeBay don;t like but are subject to callous and unthinking management and dart-board inspired disruptive innovation.

Not fun but nice to know we are NOT alone.  

From a seller who has been considering Etsy.

Perminate Link for Etsy Sellers Concerned about Increase in Cancelled Orders   Etsy Sellers Concerned about Increase in Cancelled Orders

This user has validated their user name. by: Ming the Merciless

Sat Nov 10 23:17:29 2012

This tactic is about falsely inflating GMV.

Until Wall Street makes it abundantly clear to these scumbag corporations that counting multiple sales of the same item won't be tolerated the sociopathic MBAs will continue their deceptive reporting and bookkeeping.



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