When I first started designing cross stitch charts I used to provide all of the materials for each design. I also lived in an enormous house at the time and had the space (and time) to do this with ease.
However, 10 years on and a massive downsize later I now only provide charts via email and most of my customers understand this and sales are still great.
I think that my website explains this pretty clearly. In fact it is mentioned on EVERY SINGLE page and section and within every item that you click on. It is also in the FAQs and T&Cs that customers tick during checkout to confirm they have read – and it’s right at the top of those so no trawling through reams of junk first. AND, finally it’s in the confirmation email they receive once they have ordered. So that’s at least 6 times it is written for customers to see.
And yet, I still have customers who complain once they have received their bespoke, personalised chart saying they didn’t know what they were buying. One customer recently even admitted that she hadn’t bothered reading the website but still expected me to do something about it!
So, my question to you is this… Can you tell me what I’m doing wrong? Is there another way of making this completely idiot-proof or do I just have to suffer the backlash of unhappy customers as I am unwilling to refund their money for a job I’ve already done??
Your thoughts would be appreciated on this one, especially if you order online. What do the words ‘Cross stitch chart via email‘ mean to you??
It really is soul-destroying when I put so much effort into all of my designs and still have people not value them for the work that goes in…