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  • ๐Ÿ› DTC Daily - Tuesday, Feb 7

๐Ÿ› DTC Daily - Tuesday, Feb 7

Today's DTC news, tips, & tools you need to know

๐ŸŽ„ 1 - Etsy return drama blows up on TikTok

๐Ÿ“ฐ TL;DR - An Etsy return that turned sour went viral on TikTok as other creators weighed in. It all started with a pricey novelty tumbler that allegedly arrived damaged. Though the seller agreed to a refund, they then followed up with complaints that the buyer had made the problem public. It just spiraled from there.

๐Ÿ’ก Insight - There are a lot of lessons here. First, always assume your customer service messages could be seen by a wider audience, you never know what someone will turn into content. Keep it civil and be gracious whenever possible. This is also about the double-edged sword that is social media. Good reviews can be a game changer, but one bad experience can turn viral and even generate media coverage.

๐Ÿ› 2 - What retail is copying from e-commerce

๐Ÿ“ฐ TL;DR - E-commerce completely transformed how people shop and traditional retail has learned what they can borrow from that experience. This article rounds up how e-commerce influences retail, such as expanding product information, increasing personalization, and offering as much selection as possible.

๐Ÿ’ก Insight - If these are the things that retail has noted work so well for e-commerce, they're also things you should be leaning into for your online store. Are you taking full advantage of what selling online offers to customers? Read through the list and think about how you harness each item.

๐Ÿ‘› 3 - Kate Spade opens resale channel

๐Ÿ“ฐ TL;DR - Yet another major brand has partnered with a resale platform. This time, it's accessory and handbag retailer Kate Spade and ThredUp. Customers will be able to buy pre-loved items as well as sell their own for Kate Spade shopping credits. The brand mentioned how the move is a way to address environmental sustainability.

๐Ÿ’ก Insight - The rise of RaaS โ€” resale as a service โ€” is in full swing. It seems like companies like ThredUp and Treet are gaining major new customers every week. We'll say it again: if you can own your own resale channel, you can own an extended life cycle for your products.

๐Ÿคฌ 4 - A look at complaints filed against Afterpay

๐Ÿ“ฐ TL;DR - Afterpay is one of several buy-now-pay-later services that have grown in popularity, but not everyone is pleased with the service. Forbes obtained consumer complaints sent to the FTC about Afterpay, and it appears people have problems communicating with the company.

๐Ÿ’ก Insight - What stuck out to me here is there is a pattern of retailers telling customers to speak to Afterpay, and then Afterpay telling customers to talk to the retailer. That means Afterpay's problems are becoming your problem. That's a good reason to keep an eye on customer issues if you're using a buy-now-pay-later service and assess whether it's helping or hurting you.

๐Ÿ’ธ 5 - Etsy sellers facing refund issues for items over $250

๐Ÿ“ฐ TL;DR - Some Etsy sellers say that the platform is issuing immediate refunds for items over $250 without checking our the validity of the refund claim. One seller said they had proof of delivery from the carrier but was still hit with a refund for the item not being delivered. The suspicion is that this is affecting sales with a higher dollar amount.

๐Ÿ’ก Insight - Etsy has made a push to increase seller protection in recent months and this could be the result of that. If you sell on Etsy you definitely need to be wary. If a bot is indeed making these decisions, that leaves a door open for scammers to get free items with little effort.

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