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My Journey As A Scroll Saw Pattern Designer #805: Site Update Completed

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Blog entry by Sheila Landry (scrollgirl) posted 717 days ago 986 reads 0 times favorited 9 comments Add to Favorites Watch
« Part 804: Just Thoughts Part 805 of My Journey As A Scroll Saw Pattern Designer series Part 806: My "Extra" Day »

So far it is the perfect morning. It is quiet and cool and I even had to throw a blanket over my lap (besides my cat Pancakes) to keep warm. I love it when the nights and mornings are cool. I sleep well and feel better in the long run. I am sure that later in the day it will warm up, as it does every day. But not to the point where it is hot and uncomfortable. I think we are done with those days for this season.

I finished up the web site update yesterday. I also got the easel pattern posted in the Free Pattern page. While it is a simple idea, it is something that I feel will be very useful to many people and I hope that everyone will enjoy it and get some use from it. I enjoy offering the free patterns, and wish that I was in a position to never charge for patterns. The majority of my customers are so nice and I really am happy that they like our work.

We had an odd customer the other day though. I must admit that she made me kind of upset. She placed an order for a stand up cross candle holder pattern for $5.95. As usual, I sent it out to her within minutes of receiving notice of her order. Just after I sent the email with her pattern, I received an email from her saying she was wondering how I would send the pattern via email. While I was writing the response to her, I received another email from her saying that she already ‘canceled’ her order with Paypal. She had thought that she was purchasing the finished wooden fretwork piece and wanted her money back.

I wondered how she could just ‘reverse’ the Paypal payment, as I had not been aware that it was possible. After all, if it was, I am sure that many unscrupulous people would buy things and just reverse the charges. I didn’t think it was that easy.

In looking at my account, I saw that she filed a dispute on me. There was a notice on my account regarding this and I got rather upset about it. (Remember – all of this was happening within about five minutes of me receiving her initial order!) In reading the dispute, she stated the reason for it was “Merchandise never shipped or received.”

Now I was really angry. Besides the fact that I had already sent the pattern, I would have been happy to refund her money back to her. I have had this happen in the past and even though it is written all over the site that we are selling the PATTERNS and not the objects, some people think they are getting the pieces themselves. They must think we are in China or something where we make things for practically nothing.

Apparently this was the case here. The woman did not read at all about the site or the description of the pattern. Not to mention that she checked the “Mail PDF Pattern” choice for delivery. What a bargain she thought she was getting! A beautiful hand cut wooden candle holder and free shipping too!!

Of course, I immediately refunded the $5.95 to her account, but I was pretty angry. There was no need to file a dispute and tarnish my account with Paypal just because she had made a mistake. Not only that, but she lied for the reason she filed and said that I never sent what she ordered, which I did. I bothers me tremendously that it is on my record now – all because of her dishonesty.

I did write a note to Paypal explaining what happened, but I doubt I will hear from them again about it. I am sure that disputes such as this are all automated and that human eyes never read them. But the dispute is still there in my account history, and that bothers me a lot.

I don’t mind when people make mistakes. It happens to myself too. But as I said, this all happened in a flash and she never even gave me the chance to issue the refund. She demanded her money back and as I was writing to respond that I would do so, the dispute was already filed. Some people shouldn’t be allowed to have computers.

I mention this story because I hope that people will be aware that many merchants are willing to work with you on things – even if a mistake has been made. I know internet business have a bad reputation sometimes, but there are many businesses online that are run by honest and legitimate people who want to do the right thing. I realize that people have the urge to jump to mediation when a problem occurs and that is fine – but I would suggest that first they should try to work it out with the merchant directly.

I work very hard to make sure my customers are happy. If mistakes are made, I take care of them and do my best to make the customer happy. I deal mostly in electronic patterns, so if the wrong one is sent or ordered, I usually just let it go and send the correct one. After all, you can’t “return” an electronic pattern. It is just the nature of the beast. I think I am pretty aware of when someone makes an honest mistake and I am happy to do the right thing and give them credit for it.

But jumping the gun like this woman did was totally unnecessary and wrong. It was her mistake and she reminded me of a petulant child running to PayPal and saying that I didn’t send the pattern because she was so worried that she would lose her $5.95. Without even asking me. I can’t help but think if people are that paranoid, perhaps they shouldn’t buy anything from the internet in the first place. I just hope it never happens again.

As for today, I will be finishing up on cutting the most recent wholesale order. All the patterns are printed and ready to be packed, and the pieces only need to be finished up and the kits put together. I didn’t receive the item stickers that I need to put on the kits, so I am not sure whether to send them out on Tuesday or not. I will have to call the company and see what they want to do. They were worried before about the time frame from ordering to when they received things, and I don’t have the necessary stickers to include on the patterns. Go figure.

After that I will be able to get back to drawing and moving ahead. I have so many autumn designs I want to do and I have only a few short weeks to do them in so people have the time to make them. I really need to push and hope in the next few weeks there will be a flurry of new patterns from me. We’ll see . . .

Have a great Sunday everyone. I hope your day is filled with fun and that you get the chance to do something you love. I’ll leave you with some words of wisdom . . .

-- Designer/Artist/Teacher. Owner of Sheila Landry Designs (http://www.sheilalandrydesigns.com) Scroll saw, wood working and painting patterns and surfaces. "Knowledge is Power"



9 comments so far

View Roger's profile

Roger

14312 posts in 1428 days


#1 posted 717 days ago

There are too many idiots out there who don’t read, and/or follow instructions. Stupid people are not my cup o tea

-- Roger from KY. Work/Play/Travel Safe. Kentuk55@bellsouth.net

View Sheila Landry (scrollgirl)'s profile

Sheila Landry (scrollgirl)

7555 posts in 1544 days


#2 posted 717 days ago

Morning Roger! I try so hard to be polite and kind to people. But this jumping the gun really aggravated me a lot. With a small business like we have, any type of negative feedback or publicity could be really detrimental. I have given full refunds even when I know the customer was dead wrong and just trying to take advantage of me. I try to go by the philosophy that “the customer is always right” even when I know “they aren’t.” I was going to write her a note, but I didn’t. What would have been the use?

Anyway, today is good and tomorrow will be better. We move on from there. :) Have a great Sunday!

Sheila

-- Designer/Artist/Teacher. Owner of Sheila Landry Designs (http://www.sheilalandrydesigns.com) Scroll saw, wood working and painting patterns and surfaces. "Knowledge is Power"

View Lee A. Jesberger's profile

Lee A. Jesberger

6646 posts in 2604 days


#3 posted 717 days ago

Hi Sheila;

Clients like that take advantage of the people by basicaly blackmailing them into doing what they want.

If you were to send her an email telling her exactly what you thought of her, she would make it her life’s work to bad mouth you all over the internet, where you have no chance of fixing the damage.

Site’s like Angie’s List, to me seem to be a perfect place for people to take advantage of the very people they claim to protect you from. In business, there simply is no way to make all the people happy all the time. The reality is some people are unreasonable, and some will go a long way simply for spite.

But at least Angie is getting rich., so there is a silver lining.

Have a nice day.

Lee

-- by Lee A. Jesberger http://www.prowoodworkingtips.com http://www.ezee-feed.com

View Druid's profile (online now)

Druid

603 posts in 1420 days


#4 posted 717 days ago

Sorry to hear about the problem, but perhaps you will hear back from PayPal. May the sun shine on you (and a little cloud dribble on her).
Just had a quick look at your updated site . . . Looks great. Very well done.

Have a great day.

-- John, British Columbia, Canada

View Sheila Landry (scrollgirl)'s profile

Sheila Landry (scrollgirl)

7555 posts in 1544 days


#5 posted 717 days ago

Hi, Lee and John! Sorry for the delay in replying. I was buried under sawdust today and did minimum computer time.

Yes, there are all kinds of people. I try not to dwell on the negative ones and just move on, but that got to me, I will admit. I am over it now though. I had so many nice emails from people today that are friends and customers that it just goes to show me how silly I am to focus on the one crabby person that crossed my path. I try my best every day. I am not perfect, but as I said earlier, I do try to be nice and do a good job. Who knows? Maybe she had something terrible happen in her life and she was taking it out on me? I guess you never know what people are really thinking, do you?

I am glad I calmed down about it and read up on the Paypal thing. Apparently it won’t have a lasting effect on my account like the ratings at Ebay do if you get a poor rating. That makes me feel lots better. Knowledge IS power, you know! :)

Have a great night gentlemen! Thanks for your support!

Sheila

-- Designer/Artist/Teacher. Owner of Sheila Landry Designs (http://www.sheilalandrydesigns.com) Scroll saw, wood working and painting patterns and surfaces. "Knowledge is Power"

View ronbuhg's profile

ronbuhg

121 posts in 772 days


#6 posted 716 days ago

good evening !!(or morning really !) its 12:38 my time and I just now slowed down enough to read your blog …..WOW , that was not very nice of that lady(?) to do that to you….My guess is…. she has probably done this before…I too was a small business owner and feel your frustration with your “customer”.......IF you were to ask me…I say (and this is a cliche but true) “what goes around WILL come back around”..... forget it and move on….SMILE !!...you have all of us at LJ’s who still love you !!!

-- the dumbest question is the one you dont ask !!

View Sheila Landry (scrollgirl)'s profile

Sheila Landry (scrollgirl)

7555 posts in 1544 days


#7 posted 716 days ago

Thanks so much Ron! I am also a believer in Karma. ;)

Sheila

-- Designer/Artist/Teacher. Owner of Sheila Landry Designs (http://www.sheilalandrydesigns.com) Scroll saw, wood working and painting patterns and surfaces. "Knowledge is Power"

View Jamie Speirs's profile

Jamie Speirs

4109 posts in 1481 days


#8 posted 716 days ago

Sheila “Nout as strange as folk”

It is a bad thing with online payments

I solved the problem, I expect a 1%

Customer idiot factor, advice I was given

from a fellow internet business.

So with this thought in mind, it is their Karma

I find that in over 20k seperate sales, I get

about 1 in 500 and even then I can normally

save the day.

This works for me. I also put a complaint into

Paypal, they take it very seriously and if a person

does this often, there account is closed and their

name is passed on.

Jamie

-- Who is the happiest of men? He who values the merits of others, and in their pleasure takes joy, even as though 'twere his own. --Johann Wolfgang von Goethe

View Sheila Landry (scrollgirl)'s profile

Sheila Landry (scrollgirl)

7555 posts in 1544 days


#9 posted 716 days ago

Well that is good to know Jamie. I didn’t know that I could have any recourse. There was a place where I could put a comment, and I did state strongly that I felt that she jumped the gun. As I said though, I didn’t know if human eyes ever really read that kind of thing. So much of the system is automated. I will look into if I can file a complaint against her. I would like to save others from her stupidity.

Thanks! Sheila

-- Designer/Artist/Teacher. Owner of Sheila Landry Designs (http://www.sheilalandrydesigns.com) Scroll saw, wood working and painting patterns and surfaces. "Knowledge is Power"

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