Important Changes in Product Listing Protocols
We need your help to implement some new practices that will improve satisfaction on the site for buyers and reduce the number of cancelled or refunded orders. There are some merchants using the word "SOLD" in the titles and descriptions of product listings. We know some are using this technique to indicate they have items that can be custom ordered and others are using it to show items from their portfolio to demonstrate their range of abilities. Sadly, this technique is having the unanticipated effect of alienating and frustrating potential buyers. As our site grows and we attract more mainstream buyers, we are finding more and more shoppers mistakenly clicking and trying to purchase items that are not immediately available for shipment. We all would like to prevent this and make sure the buyer experience is as uncomplicated and satisfying as possible. Right now we know the following: Google searches that turn up the word “SOLD” are confusing to buyers and have low click-through rates. Products with “SOLD” in their titles will not appear on the home page rotation, will not be selected for promotions, and will not be included in special markets Any product with the word “SOLD” in its title will be filtered out and pushed to the bottom of the search results.
In order to correct this situation, we are making the following changes: 1. Effective immediately, the word “SOLD” cannot be included in the title of products or collections. Please remove the word “SOLD” from any product or collection title. Starting on 9/12/09, we will start messaging shops and returning shops to provisional status until the titles are edited, if this has not been done. 2. We have prepared the chart below to demonstrate the differences between simple options/personalized orders, complex custom orders, and portfolio pieces.
Category Simple Options/Personalized (all options available at time of purchase)
Complex Custom Order (requires discussion)
Price Price is fixed, customer provides simple information in order record regarding color, size, monogram, initial, flavor Price is determined through negotiation with buyer, sale is made following this discussion
Delivery Delivery date within 5-7 days or so, merchant able to commit to a specific delivery schedule in product description Delivery date uncertain and negotiated by circumstances of order
Set Quantity Set Quantity to 1 and up; Buyer can add to cart and purchase and expect forthright delivery Set Quantity to 0; Buyer can contact merchant and request a custom product and negotiate price. A reserved listing can be created once a final product and price has been determined. Set Quantity to O; Not available for purchase.
Portfolio Piece (not for sale)
Price is not applicable. A portfolio piece is not for sale, but is used as an example of the range of merchant’s artistic abilities
May be available by commission
The Simple Options/Personalized products may be set at any quantity beginning at 1. Complex Custom Orders and Portfolio Pieces MUST BE SET TO A QUANTITY OF ZERO. This way, buyers will not be able to put a nonexistent product in their cart. Products can be described as “Special Custom Order” or “Portfolio Piece” in their Titles, with a quantity of ZERO. 3. What some merchants have been labeling a “SOLD” Collection should now be called a “CUSTOM ORDER” Collection or a “PORTFOLIO” Collection. Items that are for Complex Custom Orders or Portfolio Pieces should be pointed to these Collections in your shop. AGAIN, SET THE QUANTITY TO ZERO ON THESE PRODUCTS. Now that a customer can contact you directly through internal mail or as a Lead, all discussions regarding a Complex Custom Order or a request for something you are showing in your Portfolio can be handled internally.
Thank you for your understanding and assistance in addressing this concern. We are currently working on a way to make the Custom Order process easier for your use, but in the short term, we need to move quickly to address these important buyer experience issues, especially as the holiday season approaches.