(by 3 people)
Customer Service Tips for Etsy Shop Owners
Buying online can be a very nerve racking experience and face it, very impersonal. There are many times where Etsy Shop owners sell the same product, at around the same price. What will distinguish you from them?
CUSTOMER SERVICE
Make sure your buyers feel confident purchasing from you, are happy and maybe feel a little special. And hopefully they will return as a repeat customer or recommend you to their friends!
Communication, Communication, Communication!
Always stay in contact with your Buyer, let them know at EVERY step of the way how their transaction is progressing.We send a minimum of five standard emails. Our examples are below, but of course you can fine tune them to your individual requirements.
It will only take a few minutes of your time and will greatly reduce unnecessary worries of your buyer.
Because we keep our customers well informed, we rarely get emails or Convo's from buyers with questions on their transaction; we do however receive countless really nice thank you emails and lots of repeat customers.
i) Congratulations email
This is sent to buyers who complete the checkout, but don't send payment right away.This email confirms their successful transaction and of course, thanks them for their purchase.
If they are a new buyer to Etsy, I also send along two links to assist them with their purchase.
- Buying an Item on Etsy to assist them with the check out process
- How to Pay with PayPal (with or without an account)
If you have concerns with a non-paying buyer, refer to the Etsy Forum How to deal with non-paying customers post by BeaG.
ii) Order Confirmation email
This is sent to buyers who send payment right away or following payment being received after the Congratulations email.This email confirms the complete transaction; purchase details, shipping information, receipt of payment, and lets them know they will receive a Shipment Confirmation when their item is shipped.
iii) Customer Service Convo
This is sent after we send our first email, one of the above two.This is our only Convo sent through the Etsy mail system in case they are having email problems or they expect our emails will come through Etsy.
This Convo lets them know that we just sent them an email (our Order Confirmation email) directly to their email address, and if it was not received to let us know, as well as what emails they can expect from us throughout the transaction.
iv) Shipment Confirmation email
This is sent once their purchase is in the mail.This email confirms their order is in the mail. We include by which type of service it was sent (Light Packet, Small Packet Air, etc), the estimated arrival time and lets them know I will contact them again to ensure their item is received.
v) Receipt Confirmation email
Our final email is sent a couple of days before I expect their purchase may arrive.This email assures them know that we haven't forgotten about them. I tell them to keep an eye out for our parcel, as it should be arriving any day.
I include various information for them such as: links to our blog, care and cleaning tips and newsletter sign up on our website, etc. I finish off by thanking them again for their purchase.
Bottom line, I want to make sure they are happy with our products and customer service.
Product Packaging
Do package your products nicely. This can be done very inexpensively.For the talented artists on Etsy, this is far more easier than for sellers on other sites.
If you sell items targeted to ladies, you could wrap them in clear or colored cellophane and a pretty ribbon or bow.
Our products are targeted to men, so ours are individually packaged in clear plastic with a simple product label which I make on our computer and print on bright yellow paper.
There are some great ideas on the Etsy Forum at Do you nicely package (or wrap) your items???
mamacateyes on Etsy
Mini Gift Cards
CardBlanc on Etsy
Card-Blanc Greetings, Paper Crafts and Gifts
Claudia's Creations on Etsy
Handmade Paper - Cards - Tags - Plantable Paper Items
Pacokeco's Scribbles on Etsy
Yummy Paper Goodness
Shipping
Be sure the contents are well packed and protected, you don't want your customer receiving a broken item.Parcels should look professional. If you use environmentally friendly recycled material, please use clean packaging, there is nothing worse than receiving an order packed in dirty used paper.
Offer combined shipping.
And of course, be sure to promptly ship the order!
Most of our products are sent in bubble envelopes and the remainder in clean cardboard boxes wrapped in brown kraft paper. Fragile items of course require additional care and we pack ours in wood boxes we buy at the Dollar Store.
We have one product made from a skeet clay target, which is extremely fragile. We have sent these to almost every State over the last seven years, and not one has been received broken. * touches wood *
The Beading Tree on Etsy
Shipping Supplies & Plastic Bags
That Special Touch
Make your customers feel special, it really does make a difference. Some ideas are:- we include an assortment of treats (chocolates, candies) in all orders except those sent by Light Packet (due to the slot size restriction)
- for Christmas season orders, we include a mini Christmas card (personally signed) along with their treats
- if requested, for items purchased as a gift, we gift wrap and include a gift card for free
- for larger orders I usually include something additional for free or a discount coupon on their next purchase
- I know several sellers who include gift type extras, many are so inexpensive, such as book marks, packets of seeds, popcorn, cute note pads, tarts/pucks, or smaller sample products for free, etc
Woodcrafts and Candles on Etsy
A Personal Recommendation
Sweets on Sticks on Etsy
For all your Sweets Emergencies
A Sugar Affair on Etsy
Cookies, Brownies and Other Edible Treats
Have a Problem?
Not all transactions are perfect, problems do come up from time to time. Parcels may get lost or delayed, or arrive damaged.If there is a problem, communicate with your buyer in a timely manner.
Before you respond, first look at the problem as a buyer would. Try to understand the situation from their view, especially if the buyer is angry (whether it is deserved or not).
Never reply in anger, take a few deep breaths. Remain polite and conduct yourself in a profesional manner.
If you made a mistake, admit it, apologize, and make it right.
Perhaps look for advise on the Etsy Forums. But remember, DO NOT discuss the specific transaction itself, just the problem in general.
There is usually always a solution to a problem.
Drop by our Etsy Shop
And this has nothing to do with the lens topic, but it's my lens, and I can do what I want LOL
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Reader Feedback
Are you an Etsy Shop Owner? Add your customer service tip, let us know what you do special or just say howdie.
Lensmaster
miamiamia designs wrote
Hi there, I produce beaded cuff, bangles and bracelts, loads of new stock will be added this week, come have a look around. miamiamia.etsy.com.
xXx
Posted June 18, 2008
