Service Tips for Sellers: Creating Policies That Work

Etsy.com handmade and vintage goods
knickey

Story by knickey

Published on Apr 18, 2012 in Seller Handbook

knickey

This article is a part of Back to Basics month in April 2012. Look for more articles on these topics in the Seller Handbook, watch the workshops in the Online Labs, and subscribe to the Etsy Success newsletter to stay in the loop!

As a new seller you’re probably wondering, where’s the best place to outline and communicate how you do business? Enter your Shop Policies. Located under Info & Appearance in Your Shop, your shop policies will help buyers make an informed purchase from you. When you sit down to write them, remember the following:

  • Be informative. Your policies are a great place to detail your processes. What do buyers absolutely need to know when they buy from your shop? Provide important information about how you do business, like your shipping turnaround time, whether or not you offer refunds or exchanges, how you handle customs and duty fees, and what types of payments you accept.
  • Stay positive. Use your policies to emphasize the over-the-fence, World-Series kind of customer service you provide. Stay upbeat by avoiding negative or accusatory phrases, like “I don’t take any responsibility.” Create policies that you would appreciate and trust as a buyer.
  • Research. Take a look at other sellers whom you admire. What about their policies are compelling? Do they make you want to purchase from their shop?
  • Be fair. Policies are designed to protect both you as a seller and your buyers. Offer assurance and instill confidence in wary buyers with policies that are safe, fair and respectful.
  • Keep it simple. Policies that are overly wordy can sometimes be confusing and may turn a customer away. Craft your policies in clear, concise sentences.
  • Listen up. What are common questions  shoppers ask you? If you receive similar questions from multiple buyers, consider reworking your policies to provide more info up front, so buyers don’t have to convo you.
  • Special sauce. What is it about your business that is special? Maybe it’s the handmade packaging you include with every order or your super speedy custom work. Make sure your policies communicate what distinguishes you and your items.
  • Be flexible. Shop policies are as unique as the items in your shop, so take time to develop policies that will help you and your growing business. It’s a continuing process that  goes hand in hand with learning what works and what doesn’t for your shop.

Want more suggestions? Watch our Online Lab: “Writing Profiles for New Sellers” for some helpful tips on writing strong and engaging profiles.

For more tips, advice and resources to help you write shop policies that rock, read on below:

  • Double check that your your shop policies and business practices are in line with Etsy’s DOs and DON’Ts and local laws.
  • If you’re selling abroad, be sure to read up on what your shop policies need to include per country regulations. More info about this here.
  • And finally, when you’ve got your shiny new policies in place, swing by this policy critique thread in the Etsy Success team to have them reviewed by fellow sellers.

What advice would you give to someone writing their shop policies for the first time? Share with us in the comments below!

334 comments

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  • fablehandmadegoods

    fablehandmadegoods says:

    yes, i recently discovered and filled out my policies section - thanks for providing one!

    4 years ago

  • BargainHeadbands

    BargainHeadbands says:

    thanks for all the improvements we find every day, and thanks for the advices provided in this article ;)

    4 years ago

  • jamieribisi

    jamieribisi says:

    "Clear policies let your customers know what to expect; it's is a good way to earn trust and confidence." ...priceless...

    4 years ago

  • hobocampcrafts

    hobocampcrafts says:

    Thanks for the cool article and for using our illustration! xo

    4 years ago

  • nanouke

    nanouke says:

    This has great info, I'm changing my policies a bit.. Thank you!

    4 years ago

  • phydeaux

    phydeaux says:

    I'm always a little sad when a shop doesn't have policies listed -- it really is essential for an online shop to stand out and start creating immediate trust via communication!!!

    4 years ago

  • underthewire

    underthewire says:

    this article is very helpful, tnx.

    4 years ago

  • ThEfReNcHtOuCh

    ThEfReNcHtOuCh says:

    great help! merci!

    4 years ago

  • LittleAdorables

    LittleAdorables says:

    Thank you very much Etsy for all these great and useful improvements and tips! I am glad that my Profile page doesn't look so cluttered anymore. & I don't know if anyone else agrees, but I like getting feedback and not every buyer gives it, so I also included an additional "FEEDBACK" note at the end. Hopefully it'll encourage people to leave feedback. Hmm!? *;•)

    4 years ago

  • fetishghost

    fetishghost says:

    Thanks for the "nuggets of gold".

    4 years ago

  • dragonhouseofyuen

    dragonhouseofyuen says:

    Thanks for this article - I have just filled in my shop policies - which I used to have on my Profile page. It really is a great idea. Now my shop looks even better and feels more professional. thanks again!

    4 years ago

  • sandraeileenjewelry

    sandraeileenjewelry says:

    Great information! And I agree with Terrain - Etsy is an international site, so it is imperative, if you ship internationally, that you address customs and duties. Thanks.

    4 years ago

  • MeadowbelleVintage

    MeadowbelleVintage says:

    Thanks for the article. Wonderfully written with quotes from artists & buyers to provide REAL ADVICE! After reading, I just tweaked my policies a bit to make them a little more well-rounded and all inclusive.

    4 years ago

  • LuLusMeltShoppe

    LuLusMeltShoppe says:

    Good article, got some helpful ideas from it

    4 years ago

  • tinybirdsworld

    tinybirdsworld says:

    Thank you for this article, I didn't think polices were that important! Now I am going to fill out my shop polices section as soon as possible.

    4 years ago

  • pippibean

    pippibean says:

    Thanks! Useful suggestions & info!

    4 years ago

  • VintageDesigns

    VintageDesigns says:

    Thank you for the very helpful info!

    4 years ago

  • OrganicElements

    OrganicElements says:

    Policies are so important to have in place from the beginning. Thanks for the useful insight and ideas.

    4 years ago

  • animalartista

    animalartista says:

    thanks for the helpful comments

    3 years ago

  • bijougirldesigns

    bijougirldesigns says:

    The policies page helped me think through certain aspects of my business and I feel like I'm a better business owner because of it. Thanks!

    3 years ago

  • sakizome

    sakizome says:

    Extremely helpful. Thank you. This is great!

    3 years ago

  • TheNightjar

    TheNightjar says:

    great advice about something that I know a minimal amount about being that i have never had a "store" of my own. : ) cheers!

    3 years ago

  • ksquiltlady

    ksquiltlady says:

    thanks for the info. I'm anxious to get started!

    3 years ago

  • ThingsUnseen

    ThingsUnseen says:

    Fantastic! Thank you kindly for the support and info. Now all I need is the opportunity to do it :) Have a great day every one x

    3 years ago

  • ALittleWorld

    ALittleWorld says:

    Very helpful. Thank you so much!

    3 years ago

  • signsofmylife

    signsofmylife says:

    i get by with a little help from my friends - thank you

    3 years ago

  • EileenGlass

    EileenGlass says:

    Thanks for the great addvice. I'll be looking over my policies to see what I can improve.

    3 years ago

  • MaryNotMartha

    MaryNotMartha says:

    This is wonderful information.... here's something else I have in my policies to ensure buyers they can trust the information in the listings - it's also a challenge to fellow Etsians who are selling merchandise inaccurately described: "I guarantee that all items in my shop are as advertised. This means if the description says "vintage" or "antique", it is! I will never falsify a listing to gain sales - my integrity is your assurance of acquiring exactly what is represented."

    3 years ago

  • into

    into says:

    Great advice, will help setting up my shop. Thank You

    3 years ago

  • quirkybeauty

    quirkybeauty says:

    Thanks for this article. I needed that info!

    3 years ago

  • meadowgreen

    meadowgreen says:

    Thank you so much for this priceless information! As a new seller I soak up all the tid bits of advice I can get! Etsy is such an amazing network of unique and amazing people and products! :)

    3 years ago

  • jhowardstudios

    jhowardstudios says:

    This was really helpful good advice. Thank you!

    3 years ago

  • mademoisellemermaid

    mademoisellemermaid says:

    I so needed to read this article!! Going to complete my shop policy asap:)

    3 years ago

  • BigGirlJewelry

    BigGirlJewelry says:

    I love that Etsy so obviously wants all of us sellers to succeed.....Such a refresshing change from Corporate America.

    3 years ago

  • jaroslava

    jaroslava says:

    Thank you for valuable information.

    3 years ago

  • kikkucraft

    kikkucraft says:

    Thanks for a good advice. This is the area that I really have to work it up and find out for more info.

    3 years ago

  • lizjewelry

    lizjewelry says:

    More good advice! Thanks!

    3 years ago

  • WadeCreations

    WadeCreations says:

    The advice always is good on these forums and we all need to be reminded of how to treat our customers better or just how to treat them when you are new at it. Good Job!!

    3 years ago

  • BeadedJewelryBySusan

    BeadedJewelryBySusan says:

    I have discovered that I really enjoy writing the descriptions to go with my beaded jewelry listings on etsy. It's no surprise ... because I'm a wordsmith, I guess, as well as a jewelry designer. I spent two decades teaching language and then another two copyediting (making jewelry on the side for past 15 years), so the writing part comes naturally to me. So ... I was wondering if any of you would be interested in getting help with the descriptions. If I had the photos and the materials list, I could probably come up with a reasonable draft and e-mail it to you for copy and paste. Or I could proof, edit, and flesh out your own drafts. I'm not sure yet what to charge for the service, but I want to find out first if there is any interest. What do you think?

    3 years ago

  • ChinChinVintage

    ChinChinVintage says:

    great article :)

    3 years ago

  • ArrayedAndAdorned

    ArrayedAndAdorned says:

    Very helpful artical. Thanks!

    3 years ago

  • mammysshop

    mammysshop says:

    Very helpful info.

    3 years ago

  • TheNightjar

    TheNightjar says:

    i agree, helps a lot ; )!

    3 years ago

  • PoshPilfer

    PoshPilfer says:

    Yes, very informative and I am going to my shop now... :) Adding those "customs & duties"clauses..

    3 years ago

  • kirevi8

    kirevi8 says:

    It was so useful for me to read this article.Thank you very much!

    3 years ago

  • berlinerkindl

    berlinerkindl says:

    Thanks for a great article. I'm new to Etsy and this is a big help for me to set up my little shop. I always learn something new with all your help articles. Thanks again.

    3 years ago

  • Papersuasion

    Papersuasion says:

    Thank you for the useful information once again! I love these articles. I read through many other seller's policies selling cards and it really helped me craft my policy and think of many of the ins and outs I didn't think of on my own.

    3 years ago

  • blissthink

    blissthink says:

    Thank you for the help, I really appreciate these types of articles.

    3 years ago

  • newsprout

    newsprout says:

    What great tips, from a new online seller and artist. I am learning so much.

    3 years ago

  • COOPERandMOM

    COOPERandMOM says:

    These articles are so helpful, I'm continually impressed with all things "Etsy" :)

    3 years ago

  • gratefulbeads

    gratefulbeads says:

    this is so helpful...can't wait to get started.

    3 years ago

  • dbByDesign

    dbByDesign says:

    This is great advice! Better go spruce up my policies! ;)

    3 years ago

  • aguilarplace

    aguilarplace says:

    thank you so much for the advice ~I always enjoy good tips from people who know what they are doing :)

    3 years ago

  • babook

    babook says:

    I ready to do this !! Hoping my shop more best ...

    3 years ago

  • CreateInPaper

    CreateInPaper says:

    Everyday as a new seller is a day filled with learning. Thanks for the help!

    3 years ago

  • MySweetPrints

    MySweetPrints says:

    Thanks for the great advice!!!!

    3 years ago

  • tbmum

    tbmum says:

    Here on Etsy and other sites where I sell my bears I have always told my customers through "my policies" that I will always remain in contact with them throughout the entire transaction "until the item arrives safely at your door". It's just another great way to assure them that they're business is very important to me. I've even talked customers through the process of paying via Paypal. It's important to treat customers with respect and dignity. I'm a new seller to Etsy and enjoy all of the great tips and all of the wonderful comments!

    3 years ago

  • tashascreations

    tashascreations says:

    It is important part of any shop, as a customer before I pay for an item in store I ask store policy and return policy, online store is essentially the same, customers need to be informed.

    3 years ago

  • vintageretrocat

    vintageretrocat says:

    As I continue to grow my shop it is nice to be able to refer to thes ideas periodically!

    3 years ago

  • DianaLiz1

    DianaLiz1 says:

    I'm working very hard on getting more people to view my shoppe with Etsy: I Love Etsy: and these articles and the expertise and advice that is passed on to us all is a true blessing. Nicky and I thank you so much......Diana

    3 years ago

  • IStandConnected

    IStandConnected says:

    Helpful as Always! Thanks Etsy for making the paperwork easier so we can get on with the fun stuff! LOL

    3 years ago

  • sugarfresh

    sugarfresh says:

    I just started my shop and this was so helpful when figuring out what to put in my policies section. THANK YOU!

    3 years ago

  • talyagallery

    talyagallery says:

    thank you!

    3 years ago

  • talyagallery

    talyagallery says:

    thank you for making it more clear, this is verry helpful!

    3 years ago

  • FiberDesignsByKim

    FiberDesignsByKim says:

    very clear info-thank you

    3 years ago

  • weightlessworlds

    weightlessworlds says:

    Thanks for more great advice. I will get to it!!

    3 years ago

  • EMMAsVintage

    EMMAsVintage says:

    Thank you and have a great day everyone!

    3 years ago

  • playpals

    playpals says:

    informative and affirming, thank you!

    3 years ago

  • fusionunion

    fusionunion says:

    So full of useful info. Thank you!!

    3 years ago

  • nellyvansee

    nellyvansee says:

    All these information are so great. I'm making a list of all these articles for my mom who wants to open a shop. They are really helpful, even to me.

    3 years ago

  • smootynashley

    smootynashley says:

    Thanks again!

    2 years ago

  • MetroGypsy

    MetroGypsy says:

    Thanks for the post-nice points! :)

    2 years ago

  • luloah

    luloah says:

    this is brill advice. I had previously and wrongly assumed that this wasn't an important section but of course buyers want to know what to do in case of returns, special shipping requirements etc. Also I use recycled packaging but worry how professional this looks- if customers are forwarned they are buying without the added cost of new packaging and helping to save the planet they are more likely not to judge the packaging as second rate

    2 years ago

  • NicoleWinkler

    NicoleWinkler says:

    Thanks so much. There's so much to learn!

    2 years ago

  • littlestarclothing

    littlestarclothing says:

    thanks so much, very helpful

    2 years ago

  • spanishbeader

    spanishbeader says:

    I just gotstarted with etsy. There are alot of things to consider. It's great to heard other people's ideas. I've seen so many great shops. I'm excited to be meeting so many great artisans. I also want to thank my friend for telling me about esty. I think this is better than ebay. I can finally get what my jewelry pieces are worth!!!!!

    2 years ago

  • museumshop

    museumshop says:

    Very hepful info. Thanks

    2 years ago

  • heavymental

    heavymental says:

    After a couple of confusing transactions with buyers this week, I have finally revisited my policies. I appreciate all of the tips! thanks.

    2 years ago

  • KylieKissedDesigns

    KylieKissedDesigns says:

    So much great advice on such a seemingly complicated, yet necessary and helpful thing! Thankyou!

    2 years ago

  • UniqueAngelique

    UniqueAngelique says:

    very complete and helpful guidance..thanks

    2 years ago

  • sheteachart

    sheteachart says:

    Thank you this is a place I will come back to again!

    2 years ago

  • bling123

    bling123 says:

    Thanks for all the advise on setting up shop policies. I will take the time to think about giving the most detailed information about my shop's policies.

    2 years ago

  • VelvetVyxen

    VelvetVyxen says:

    Thank you so much for this help on a sometimes confusing aspect of setting up your business. I have taken some good notes and will use them on my site! Thanks, to everyone's input, too. : )

    2 years ago

  • charlottehoodtanner

    charlottehoodtanner says:

    I was SO overwhelmed yesterday with all of this and after going trough the steps i think i even figured it out. THANKS.

    2 years ago

  • lynnluvscountry

    lynnluvscountry says:

    I am just starting so this is ALL great advice. There are so many things to think about. food for thought....

    2 years ago

  • PiscesGlassGallery

    PiscesGlassGallery says:

    As a new seller to Etsy, I find things a bit confusing!! However, articles like this one are DEFINITELY useful for us novices. I appreciate being able to learn from others' experiences and am grateful that they are willing to share. Thank you!

    2 years ago

  • celinejati

    celinejati says:

    thank you very much i have all the informations to get started!!

    2 years ago

  • madamelecrochet

    madamelecrochet says:

    Excellent! That's what I need to update my policies. Just new on the Etsy online business. Thank you!

    2 years ago

  • fairynana

    fairynana says:

    Thank you! I just took a new look at my policies -this time from a customers viewpoint - and saw how confusing they were. Still working on fixing that!!!! Wish my magic wand could help me out!

    2 years ago

  • cushionstheblow

    cushionstheblow says:

    Thanks!! Lots of thinking to do before I upload photos and start selling. Everything has to be clear to the customer.

    2 years ago

  • CheyAnneSexton

    CheyAnneSexton says:

    great info here. I'm finally getting around to adding these and I hope it boost my sale a bit more. Thanks for keeping us all informed

    2 years ago

  • pcshabbychic

    pcshabbychic says:

    just getting started and this is so helpful. Looking forward to joining the etsy community!

    2 years ago

  • blowuponline

    blowuponline says:

    Thank you!!!

    2 years ago

  • blowuponline

    blowuponline says:

    Thank you!!!

    2 years ago

  • SharonCorbin

    SharonCorbin says:

    Thank you for the info. Have not set shop policies yet, but I see how it's important to do so.

    2 years ago

  • QualityVintageShoppe

    QualityVintageShoppe says:

    Thank you for the examples of how shop owners have worded their policies along with the clear tips. I am just setting up my shop and so this has been very helpful.

    2 years ago

  • agathaanggi

    agathaanggi says:

    Thank you for the help. I see how important it is now i have read the guideline.

    2 years ago

  • purlymoondrops

    purlymoondrops says:

    Very helpful!

    2 years ago

  • Sheao

    Sheao says:

    Thank you so much, it was very helpful.

    2 years ago

  • JimmiesArt

    JimmiesArt says:

    Thanks for including this wonder collection of policy ideas. This will save me a lot of development time.

    2 years ago

  • G2HCrochet

    G2HCrochet says:

    Thanks for the information! This will help get my store off to a good start!

    2 years ago

  • DesignsbyKellynet

    DesignsbyKellynet says:

    Thank you for the great info! I know what I will be doing today...updating my shop policies!

    2 years ago

  • BeadingByJenn

    BeadingByJenn says:

    thanx this helped a lot!!!

    2 years ago

  • BJGems

    BJGems says:

    Great help in getting started.

    2 years ago

  • NavRatan

    NavRatan says:

    :-)

    2 years ago

  • NavRatan

    NavRatan says:

    Thank you

    2 years ago

  • picketfencecrafts

    picketfencecrafts says:

    Great information! Thank You!!

    2 years ago

  • dabblelicious

    dabblelicious says:

    great help!

    2 years ago

  • FantaziaGlass

    FantaziaGlass says:

    thank I have learned a lot!

    2 years ago

  • PearlBeachTreasures

    PearlBeachTreasures says:

    I opened my shop only two weeks ago, everyday I look for new advice; every day I find some! Thanks

    2 years ago

  • Headhugs

    Headhugs says:

    Thanks for the info, it helped get things started!

    2 years ago

  • JoeDMode

    JoeDMode says:

    Thank you so much, this has helped me a lot.

    2 years ago

  • BabyAccessories

    BabyAccessories says:

    Perfect :)

    2 years ago

  • BabyAccessories

    BabyAccessories says:

    Perfect :)

    2 years ago

  • MarieYoungdesigns

    MarieYoungdesigns says:

    Thanks so much for this thread! I have gotten some good ideas for my policies page!

    2 years ago

  • TheIceDragon

    TheIceDragon says:

    Awesome, thank you!

    2 years ago

  • SheilaHernandez

    SheilaHernandez says:

    Is it just me? I can't seem to find my policy section where I can input my info...help please.

    2 years ago

  • Receptivity

    Receptivity says:

    SheilaHernandez, click on "Your Etsy" at the very top. Then, there is a panel on the left and under Shop Settings click "Info & Appearance." That takes you to a page with tabs: Info & Appearance, Sections, Policies. Click on "Policies" and you can put in your info.

    2 years ago

  • treehouseherbs

    treehouseherbs says:

    Thanks a lot for providing advice for every aspect of business!

    2 years ago

  • SherrysWatersideShop

    SherrysWatersideShop says:

    This article has been extremely helpful to me! I took notes and will incorporate them into my policies section.

    2 years ago

  • sweetaccessories

    sweetaccessories says:

    I'm gonna do that too, so thank you for advise!

    2 years ago

  • WhiteDoveTreasures

    WhiteDoveTreasures says:

    I'm pushing buttons and found myself here...so big hugs everyone!!! I hope we're all having fun and loving ETSY!!!

    2 years ago

  • beadsbyluckystar

    beadsbyluckystar says:

    Thank you for all the good advise...I will be creating shop policies using the great tools you have provided.

    2 years ago

  • Creazionidiangelina

    Creazionidiangelina says:

    Thank you for your help, this section is very useful to me, I'm going to make my shop policy.

    2 years ago

  • JuliaAnthony

    JuliaAnthony says:

    Thank you for the tips!!

    2 years ago

  • penguins0333

    penguins0333 says:

    thanks for the tips i had no idea how to do this or what was fair this gave me a great place to start

    2 years ago

  • puggerbugs

    puggerbugs says:

    I'm a gray-haired rookie at this kind of thing so I appreciate ALL the help I can get! I'm getting ideas from reading other seller blips... (why reinvent the wheel?!) and discovering details I never considered. Thanks very much.

    2 years ago

  • LindaHansonDesigns

    LindaHansonDesigns says:

    I'm just getting started (building stock, setting up my shop, etc.) and am hoping to get off on the right foot. This helps a great bunch - thanks!

    2 years ago

  • SigalFJewelry

    SigalFJewelry says:

    Every day I say that i'll write my shop policy- but find it hard to begin with...this is an excellent post , thx for the info!

    2 years ago

  • LJLaredo

    LJLaredo says:

    I'm new at this selling venue - I need all the assistance I can find - thanks for the tips.

    2 years ago

  • DesignFromSewNewYork

    DesignFromSewNewYork says:

    Thank you so much for the tips that are listed here. Store policies are so important and this really helps.

    2 years ago

  • VidGirlsandDolls

    VidGirlsandDolls says:

    Great advise! As a Seller I do exactly what I would like to know if I was a buyer.

    2 years ago

  • JennyClaws

    JennyClaws says:

    This really helped out! I changed my policies a bit. I'd like to see a article showing examples of policies. That wouls help too :)

    2 years ago

  • mikodee

    mikodee says:

    Wow, this is an evolving process. Thanks for the tips,

    2 years ago

  • ZizaDesigns

    ZizaDesigns says:

    You have been a great help...thanks for the tips!.

    2 years ago

  • SylkDesigns

    SylkDesigns says:

    As a newbie, this article pointed me out some details. Thanks!

    2 years ago

  • DeborahJoyDesigns

    DeborahJoyDesigns says:

    Thanks, i'll take this advice with enthusiasum.

    2 years ago

  • BellaSews

    BellaSews says:

    This info was so valuable...helped me immensely in firguring out what to put in my shop policies!!

    2 years ago

  • vividcreativemedia

    vividcreativemedia says:

    This article was of great help. Ive started writing my policies for my shop and I am always worried that I may have missed the important parts but this is a great break down on how to start.

    2 years ago

  • RICHIEgifts

    RICHIEgifts says:

    Thanks for your help, I get rather lost dealing with the computer. Your information is very calming.

    2 years ago

  • OriginalsbyInstinct

    OriginalsbyInstinct says:

    Thank you for the most important information. I must work on the shop policies in the next couple of days. It is necessary for any business to be as clear and concise as possible.

    2 years ago

  • TJM54

    TJM54 says:

    There are so many creative people here, I am honored to be a part of this community, and I appreciate all the information to help me get started.

    2 years ago

  • belovedmine

    belovedmine says:

    So glad to have some direction as I open my shop!!! It's great to have a community of "go to" for inspiration!!

    1 year ago

  • dovelyday

    dovelyday says:

    Great Article! Thanks!

    1 year ago

  • EZsewing

    EZsewing says:

    Thank you to all the previous & current sellers of Etsy! Your information has been most helpful.

    1 year ago

  • 3LilBirdsStudio

    3LilBirdsStudio says:

    Thank you for the tips on shop policies! I just opened a shop and just found the shop policy section, I think it will definitely be a plus and help create trust with my future customers!!!!

    1 year ago

  • KANJIDOLL

    KANJIDOLL says:

    Thank you clears up questions i had...

    1 year ago

  • JoysStuph

    JoysStuph says:

    As a "newbie" I really appreciate the information and the comments by other sellers. Much needed help. Thanks.

    1 year ago

  • Lydmila

    Lydmila says:

    Thahk you verry much for information. I need this

    1 year ago

  • CityChica

    CityChica says:

    Thank you, I am new to Etsy family and this was very helpful.

    1 year ago

  • leocraft

    leocraft says:

    Thank you very much for all the helpfull hints. I am new to etsy and can use the pointers

    1 year ago

  • DreamCake

    DreamCake says:

    Thank you very much for the advice! This was very helpful.

    1 year ago

  • chubbycheeksweaters

    chubbycheeksweaters says:

    In one view, your policy is telling potential customers what you are willing to do should there be a problem with product, service, or shipping.

    1 year ago

  • osterreich

    osterreich says:

    I am just setting up my Policies,also thought it was not so importent.As I got a e-mail from the philiphines ,want to know my shop Policies,and if I send items to his destination.It is complex,as e-bay did all this ,but I finally can charge the prize what it is worth.I love ETSY, and thanks to my friends,I learned about etsy.Thanks deb. I love all those Items for sale,fantastic!!!

    1 year ago

  • Liduvina

    Liduvina says:

    This was very helpful. Thank you!

    1 year ago

  • FireBlossomJewelry

    FireBlossomJewelry says:

    Thanks bunches!!

    1 year ago

  • MaigretLampwork

    MaigretLampwork says:

    Thanks!

    1 year ago

  • gerdulke1

    gerdulke1 says:

    Thanks!! This article was really helpful!!!

    1 year ago

  • MissPearls

    MissPearls says:

    I really do appreciate your guidance in the shop policy area. Things you never think about, but are sooooo important. Thank You.

    1 year ago

  • naomikay

    naomikay says:

    Thanks for the tips - very helpful in setting up my own policies.

    1 year ago

  • PaitiO

    PaitiO says:

    Very helpful tips. Thanks!

    1 year ago

  • BowerLane

    BowerLane says:

    All these Tips on Important Policies are very very Helpful. Thank You.

    1 year ago

  • alessandragerevini

    alessandragerevini says:

    Thanks so much for these tips in such an important section of my shop!

    1 year ago

  • ShopStess

    ShopStess says:

    I think I would have been, completely, lost without this article. Thank you!! ;]

    1 year ago

  • Susansweaters

    Susansweaters says:

    I guess I see the value of shop policies. I now have mine done.

    1 year ago

  • dragonflycountryshop

    dragonflycountryshop says:

    Thanks so much for the information. This is so helpful for a new Etsy seller and crafter..Great!!!

    1 year ago

  • GemdropsoftheFalls

    GemdropsoftheFalls says:

    Always checking in here because we update our policies every once in a while due to new questions or problems. Thanks for the great tips!

    1 year ago

  • waltoncraft

    waltoncraft says:

    That"s what I am talking about ! Thanks so much for the grate tips!

    1 year ago

  • YoHoRubbish

    YoHoRubbish says:

    Thanks, I will take thee advice. -Shanda from Yo Ho Rubbish

    1 year ago

  • AngelatteDesign

    AngelatteDesign says:

    Thanks a bunch for the wonderful advise and tips. Setting up my Etsy shop has been daunting but with all the wonderful walk though advise I am finally tackling it much easier than expected.... one step at a time Thanks Etsy!! :)

    1 year ago

  • Divineangelshop

    Divineangelshop says:

    I am so excited about being on Esty. There is so much help, so much to learn and the newbie chats rock. I set up my policies but i think i am going to reconsider not selling international. It seems a little overwhelming.

    1 year ago

  • Treasure2Remember

    Treasure2Remember says:

    3 years later and this is still an extremely poignant article! You have made making my policies easy! Thanks so much Etsy for making this a great experience.:P

    1 year ago

  • cloudwalkin

    cloudwalkin says:

    I think it would be very helpful if you had a few editable templates that could be used. Thanks for this info. though, a big help.

    1 year ago

  • PerinTowlsonCeramics

    PerinTowlsonCeramics says:

    Hi Everyone, I'm new to this so just getting started. I agree, I think having templates to edit would be a great idea. However, all this information is so helpful - thank you so much Etsy.

    1 year ago

  • andrewboynton

    andrewboynton says:

    Thanks for the great info! Just getting started and very inspired- thinking of all the different things to say seemed overwhelming...not anymore:)

    1 year ago

  • lswkona

    lswkona says:

    Thankyou Thankyou! I appreciate all of your information, I was having a little hard time getting my shop together but, you have been very helpful... My first shop, I'm so excited! Mahalo

    1 year ago

  • Markmypage

    Markmypage says:

    Thank you for the insight! I am just setting up my shop and appreciate the information to eliminate the overwhelming feeling. So excited to share...peace

    1 year ago

  • Pennyjanedesigns

    Pennyjanedesigns says:

    Yes, to editable templates please! I have an idea about my shop policies but I'm sure I'll miss something out. They'll have to develop along with my shop! Thanks for the ideas though.

    1 year ago

  • ChuCharms

    ChuCharms says:

    Thanks so much for these useful tips! They are so helpful to a newbie like me. I also find that it helps to look at similar shops and their policies, to see if I've missed any important details.

    1 year ago

  • tomsgrossmami

    tomsgrossmami says:

    Thank you!

    1 year ago

  • Wentzwoodworks

    Wentzwoodworks says:

    Thank you for the excellent business information! Out of all of the on-line buying and selling sites, Etsy is the most easiest, cheapest and friendliest site I have found. And we are not locked into any one item listed to be over-whelmed with muliple sales. We consider each item listed as handmade, one-of-a-kind. If we wish to create and list it again - Great ! Thank you for everything. I still have a lot of work to do before I can list our first item. But . . . its coming soon.

    1 year ago

  • cocopourri

    cocopourri says:

    SO HELPFUL!

    1 year ago

  • AnnHobbs

    AnnHobbs says:

    Thanks for all the tips! They are useful, and easy to follow.

    1 year ago

  • thegypsycave

    thegypsycave says:

    Thank you for the information. This article has helped me while creating me policy.

    1 year ago

  • annettemaze

    annettemaze says:

    What do you do if a buyer contacts you 4 weeks after you've shipped an item and says they did not receive the item.

    1 year ago

  • kristiinameiner

    kristiinameiner says:

    Thanks. I'm new to Etsy and this is a big help for me to set up my little shop. I always learn something new with all your help articles . All this information is so helpful . Thank you again so much Etsy.

    1 year ago

  • poolesilver

    poolesilver says:

    Many thanks Etsy.

    1 year ago

  • MoMofStrick2

    MoMofStrick2 says:

    So Helpful, This is such a great add on!

    1 year ago

  • TheSpeckledKat

    TheSpeckledKat says:

    Being in Month 2 of my business, I find your tips and tricks so very helpful. Thanks so much! I hope that one day my shop will be a huge success, and these tips are going to get me there!

    1 year ago

  • TeenyTrew

    TeenyTrew says:

    I love these articles! ...they are so helpful. One question: is the a link to advertise my shop on my blog?

    1 year ago

  • francey92

    francey92 says:

    Very helpful. This has helped a great deal whilst creating my policies.

    1 year ago

  • JDsProducts

    JDsProducts says:

    Thanks for the information, this has really helped me to setup and redo my policy and profile pages

    1 year ago

  • julsofparadise

    julsofparadise says:

    This is all great information. I think I'll review my policies with a fresh set of eyes. Thanks!

    1 year ago

  • AJsCopperGarden

    AJ Patti from AJsCopperGarden says:

    Great information. I'll definitely re-evaluate our policy section!

    1 year ago

  • montesmaria

    Maria Montes from FinaCollection says:

    Very helpful information thanks!

    1 year ago

  • HerPrettyLilThings

    Denise Langston from HerPrettyLilThings says:

    I'm setting up my shop & shop policy now and this is very helpful. Thank You!!

    1 year ago

  • eleanorprieto1

    Eleanor Prieto from beescreations2 says:

    Thanks for the help, I set up my shop in Jan. but today I made a few changes to my policy section.

    1 year ago

  • nicoletsiailis

    Nicole Tsiailis from nicoletsiailis says:

    Thank you for the info. I'm new in Etsy so this really helped me

    1 year ago

  • Toeky

    Luis Rey from Toeky says:

    Big help, thanks

    1 year ago

  • CountryPalette

    Mona Wilson from CountryPalette says:

    Thank you for the helpful info! I am new to Etsy and a newbie even to computers...ha! But I keep persevering...and little by little...my shop is UNDER CONSTRUCTION and coming soon...I hope!:-)

    1 year ago

  • sweetiepiecrafts

    Gardenia Ashley from sweetiepiecrafts says:

    Very helpful. Thank you so much!

    1 year ago

  • jeneseque

    Enzo Luccati from EnzoLuccati says:

    Absorbing it all like a sponge! ;-) Thanks. And get 10% off your first time purchase from my shop. PS: Money back if not satisfied, that's my policy. Good luck to all those opening up their Etsy shop for the first time. I opened mine up two years ago but it wasn't untill January of this year that I focused entirely on it, And I've done so amazing I regret it.

    1 year ago

  • AuriesDesigns

    AuriesDesigns from AuriesDesigns says:

    Great info. I'm going to revamp my policies. Thanks!

    1 year ago

  • holidayhijinks

    Sandra from holidayhijinks says:

    Great article......very needed help! Going to check my policies right now! :)

    1 year ago

  • wylddesign

    Kim from wylddesign says:

    I was wondering if you could give me some advice?If you have a minute. I don't know where to ask Etsy the question. I ship overseas, and I have a customer that has not received her custom paper banner. She lives in Brazil and ordered on March 9th. She wants a replacement for the banner,which I don't mind.but I have time invested and custom colors purchased just for her banner. I would have to purchase and find the paper again.She Does not want to pay more or pay to cover shipping for the 2ed banner. I have sent her photos of the invoice,post office receipt and the customs form. I suggested she ask her post office.She said she can't check the post office , with all the people who live in Brazil it is imposable to track down one package. I went through hoops sending photos of designs,styles and colors changes over a few days. All for 8.95 and I even made it 3 feet bigger and did not charge more, because she sounded confused with ordering and I felt sorry for her. She bought one kind of banner posted ,then left a message she wanted something different with ribbons bows,etc..So I made her the custom banner.Was I scammed? I have explained to her and it is mentioned in my shipping policies about shipping out of the country,sometimes it take super long to receive orders ,and about custom orders. She said she has received everything else she has ordered on Esty. I have 4 shops on Etsys all with different kinds of items .I get orders out in a few days, even custom orders and have not had this problem before. Could someone please advise? you can contact me through my shop. I don't know if I will find the page again. I feel bad airing my dirty laundry, WHAT WOULD YOU DO? Thanks

    1 year ago

  • MissesFishes

    Nikol Wikman from NikolWikmanArt says:

    Great info..Thanks!

    1 year ago

  • ShuuShuubyLulu

    Lulu from ShuuShuubyLulu says:

    I don't know if anyone else has mentioned this already, but I always post a link to my policies on every listing...that way a customer is just one click or cut and paste away from finding this information. Thanks for your helpful tips Etsy!!!!

    1 year ago

  • Iammie

    iammie from iammie says:

    Thanks for the tips!

    1 year ago

  • TheInvintage

    Molly Green from TheInvintage says:

    so helpful for a new seller!

    1 year ago

  • NicoleNicoletta

    NicoleNicoletta from NicoleNicoletta says:

    thanks for the tips! very helpful

    1 year ago

  • DreamSight

    Marta Morales from DreamSight says:

    Thank you for the tips about Policies. I was very confused to create mines. And Kim, i'm so sorry to hear that, I hope she gets her order soon and solve the problem.

    1 year ago

  • guziks

    Stephanie from DottiesPhD says:

    Time to go back and check the policies to make them a bit more concise and upbeat :) Thanks, Etsy!

    1 year ago

  • funkomavintage

    Tressie from funkomavintage says:

    Kim, coulda been a scam....but I just got something back after being gone for 9 months! The package was marked "Refused".... If I was ever gonna do custom work, I would send it Priority or Express Mail with Delivery Confirmation and Insurance. Yes, it would cost more to the buyer, but that's the price of custom work. If someone doesn't want to pay for the extra mailing protection, then I think that's just Trouble with a capital T. Save your sanity, and don't ever do that again! There are lessons to learn....and that was one of them.

    1 year ago

  • Parachute425

    Parachute425 from Parachute425 says:

    You can lead a Buyer to Policies but you can't make them read.

    1 year ago

  • Mclovebuddy

    Mr. Sal Phan, Bichon Frise from Mclovebuddy says:

    this is a good one. sellers have to manage outcomes and take full responsibility. that's how it works, regardless of the client sometimes (luckily bad clients are a rarity).

    1 year ago

  • thevintageattic10

    thevintageattic10 from thevintageattic10 says:

    Nice brush up thank you Etsy ! As a seller I provide the best service strive to and have had wonderful customers but also as a buyer it's good to see the share . It would be nice to see Etsy be more involved with protection and support line .>>>>>>>>

    1 year ago

  • slathered

    Sharon Moores from slathered says:

    I went to all my favorite shops and researched their policies before I opened my shop. It was well worth the effort!

    1 year ago

  • vitrifiedstudio

    vitrifiedstudio from vitrifiedstudio says:

    great tips! thanks for sharing this invaluable information!

    1 year ago

  • WeddingLab

    SSW from WeddingLab says:

    Very useful article! Thank you!

    1 year ago

  • VelvetTeacup

    Coralie Milne from VelvetTeacup says:

    Thanks for this advice - I will look over my policies and I can already see a few improvements I can make. Your suggestions are most helpful.

    1 year ago

  • LittleWrenPottery

    Victoria Baker from LittleWrenPottery says:

    When I first started my shop policies were the hardest thing to write, I think key to writing a good policy is to think about being a buyer. Its reassuring to know about the processes involved with buying, makes it more transparent!

    1 year ago

  • timbuck2mom

    Elisabeth Wallace from VioletsTreatShoppe says:

    Thanks for the reminder to have some policies in place.

    1 year ago

  • SweetBohemianLife

    Kathryn Greenwald from SweetBohemianLife says:

    I do read other shops policies and gather valuable points from them. I recently had to change my policies, that's the great thing, you can add to or change at any time. Thank you!

    1 year ago

  • PROPERWILD

    PROPERWILD from PROPERWILD says:

    Oh you are right, policies are SO important. Whenever I visit a shop that has left their policy section blank, I'm a little hesitant to purchase even if their items are lovely because I'm not sure what to expect. And as others here have mentioned, thinking like a buyer when writing out your policies really makes a difference. Thank you for the great advice.

    1 year ago

  • VeronicaRStudio

    Veronica from VeronicaRussekJoyas says:

    My policies is a constant work in progress. I try to keep them updated to any news that may affect any areas of my business, while keeping them reassuring for customers. I also agree that shops without policies make me nervous to buy from, as well as those that say they don't take responsability, for whatever...

    1 year ago

  • mylittleaddiction

    melanie from mylittleaddiction says:

    I purchase almost all my supplies from Etsy & have definitely chosen to purchase from shops with clear policies & not from those without. It can make or break your business, why woukd you chose to leave them blank?

    1 year ago

  • mylittleaddiction

    melanie from mylittleaddiction says:

    Oh & thanks for the insight!!

    1 year ago

  • ikabags

    IKA PARIS from ikabags says:

    Thanks for tips !

    1 year ago

  • karenmandersen

    Karen M. Andersen from karenmandersen says:

    Policies are great, but they can only work if customers take the time to READ them. I have had no end of trouble with some who have not bothered to read mine, let alone other clear info on my shop's home page and in item listings which state that I live in Australia, not the US. Very frustrating!!!

    1 year ago

  • coolranchstudio

    caroline from ohchalet says:

    thank you so much! :)

    1 year ago

  • nolaonesie

    Julia from nolaonesie says:

    I definitely agree with the part in the article about looking at shops you admire to find policy ideas and inspiration. I think it is also important to mark a time on your calendar every few months to reread and revise your policies. This thread encouraged me to look back at mine which had not been updated for about a year. I found that there were definitely things that I thought made sense at the time but needed to be changed to fit with how my shop has changed throughout the year.

    1 year ago

  • p1xie

    Dawn from p1xie says:

    This is a great post. I'm going to share it with my teamies and also revisit my policies pages. Thank you!

    1 year ago

  • DirtKicker

    Cindy Gilliland from DirtKickerPottery says:

    Excellent post. The longer I sell on Etsy the more I realize which things are important to include in my shop policies. Upfront clarity between you and the buyer is a great thing. Thanks so much :)

    1 year ago

  • crochetgal

    crochetgal from crochetgal says:

    Its always a good idea to revisit your policies every so often. Thanks for the reminder!

    1 year ago

  • ArtMadeByTammy

    ArtMadeByTammy from ArtMadeByTammy says:

    Very Helpful! Thank you so much!

    1 year ago

  • mayamade

    maya from mayamade says:

    Thanks! a great reminder to look over your shop, even the policies, every once in a while.

    1 year ago

  • BuyMyCrap

    BMC from BuyMyCrap says:

    You can have the most amazing shop policies in the world, but paypal will not abide by them. They abide by their own policies, so anything you have in your policies becomes null and void.

    1 year ago

  • MyBellasBeads

    Liz Lollar from MyBellaByLizLollar says:

    WORSE is that while a customer can go over your head/policies right to Paypal who ignores, them, if the customer still doesn't like what they hear, they can go over Paypal's head to their own credit card company. Further, while Paypal has a 45 day window to file a claim, most cc companies give buyers 120 days and one cc company in particular has no limit. They granted a $600 chargeback on a seller 5 years after the date of purchase. Source: Paypal. Tell me, just how on earth is a seller to feel protected anymore?

    1 year ago

  • BuyMyCrap

    BMC from BuyMyCrap says:

    wow Liz, that is shocking!! So etsy, just HOW important are policies, because it seems like you can have all the policies in the world to cover every scenario, and at the end of the day, they dont hold up, not with paypal or with a CC company.

    1 year ago

  • MyBellasBeads

    Liz Lollar from MyBellaByLizLollar says:

    <---- Waiting with baited breath...

    1 year ago

  • PrettyTape

    PrettyTape from PrettyTape says:

    I have had customers say my policy page is like a book lol - but I think it really does help a lot to be very clear on everything you can think of (although there will always be some that will not read it but you can always point to it if issue arise).

    1 year ago

  • BuyMyCrap

    BMC from BuyMyCrap says:

    Etsy? Any Advice? What does a shop owner do when paypal wont recognize your policies and say too bad, our policies over ride yours? What do you do when a CC refunds regardless of the situation or your policies?

    1 year ago

  • CCADesign

    Caroline from CCADesign says:

    The problem with the policies section is that it does not matter how clearly you spell things out or how polite and friendly you are - people do not read them. I have everything anyone needs to know in my policies and I get endless questions which are all answered in the policies if buyers took the trouble to read them. Perhaps Etsy could find a way to get them in front of buyers' eyes more easily. I have even had people ask me the shipping cost of an item which frankly beggars belief since it is on the same page as the description of the item they are looking at. There is no way they click on anything that says "Policies" to read that.

    1 year ago

  • BuyMyCrap

    BMC from BuyMyCrap says:

    Doesn't even matter if they DO read, or they DO find them -- paypal will not abide by them.

    1 year ago

  • pavatijewelry

    Pavati from pavatijewelry says:

    Thank you for the information.

    1 year ago

  • JanetteDesign

    Jana from JanetteDesign says:

    Thank You so Much for the Tips and Info.. I appreciate it!

    1 year ago

  • Mugsleys

    Mugsleys from Mugsleys says:

    Thank You

    1 year ago

  • lovelyfeverboutique

    Jessica from LovelyFever says:

    These are helpful, general rules of thumb to follow when creating policies. However, I myself would love to find a good example of a well-crafted policy page. Does anyone know of any shops to look to for an example? Also, I am still somewhat perplexed on what is a fair, buyer-friendly and seller-friendly refund/exchange policy may be. Some people have the buyer be responsible for shipping both ways for refunds, and some do not. Also, how many days after shipment received is best to accepts refunds for non-perishable items?

    1 year ago

  • daxdestash

    Glenda MacNaughton from daxbeadartpatterns says:

    Very helpful and concise - a good model of what you were suggesting. Off to review my shop policies now.

    1 year ago

  • pinkminxdesigns

    Christie Bunny from pinkminxdesigns says:

    thank you! i just re-designed my shop policies in thanks to this article! hopefully they are more helpful and any critique would be appreciated. here is what i wrote (and please message me with any critique): If you have any special requests please send me a message at check out. I do my best to ship everything out nicely packaged. If you are not using Paypal, cashing checks and money orders will take a little longer. Use this address: Christie Watkins / 15 Cedar St / Apt 1 / Brooklyn, NY / 11221. Make sure I receive the address you want your item shipped to. Thank you for your purchase! It is much appreciated! `I try my best to ship the item out within two days of purchase, but definitely within a week of purchase time. Exchanges are done case by case and usually spoken about beforehand (such as whether the item or not fits if it is a pair of shoes, etc). I always use tracking numbers to make sure you can stay on top of where your item is and that we are both confirmed on it's arrival.

    1 year ago

  • samanthadowney1

    Samantha from LaPapagayaCasuals says:

    this was such a great and helpful article! In my experience as a vintage seller, i would say that unless you intend to have the nordstrom philosophy, state in your policy section regarding returns/exchanges that you will only accept returns based on items that are mis-interperated or broken. I have had customers who have requested returns based on items not fitting; because of this I had to update my policies, stating that, since i give exact measurements on garments/objects, I (unfortunately) cannot be responsible if a garment does not fit.

    1 year ago

  • glitterandstones

    glitterandstones from glitterandstones says:

    Thank you for the information.

    1 year ago

  • sugoi07

    Genevieve Atkins from sugoi07 says:

    A truly timely article for me. I am still a newbie at Etsy. Now that I have the "Essential Guide" (I'm calling it), I shall create my policies this weekend. I really appreciate the support Etsy provides.

    1 year ago

  • petitecreme

    Gemma Sheldrake from Petitecreme says:

    Super helpful! Thank you very much for sharing! (๑✧◡✧๑)

    1 year ago

  • mtayne1

    Mary Tayne from MerryToppers says:

    One of my "other" jobs is Client Care Coordinator. I cannot stress how important it is to have policies in place. Customers appreciate knowing right up front how you conduct your business. And it gives the impression of "professionalism".

    1 year ago

  • Nakkashe

    Nakkashe from Nakkashe says:

    As I am a newbie on Etsy, there are so many things to learn for me . thanks

    1 year ago

  • mywonderfulthings

    jadie poppy milner from mywonderfulthings says:

    great tips for a better shop *thanks* I was told by a boss a long time ago you can always improve! and etsy helps me to do that with my shop, I have read others comments too and will be going through this section of my shop with these tips in mind.

    1 year ago

  • IsabelleKnits

    IsabelleKnits from IsabelleKnits says:

    I think I have it all covered. Not all shoppers take the time to read through the policies, but it's always best to have that section complete. You just never know.

    1 year ago

  • IsabelleKnits

    IsabelleKnits from IsabelleKnits says:

    I think I have it all covered. Not all shoppers take the time to read through the policies, but it's always best to have that section complete. You just never know.

    1 year ago

  • myfaunaflora

    Naama Brosh from myfaunaflora says:

    The sad things is that our customers do not read shop policies :-(

    1 year ago

  • tonyasmith1

    tonya smith from MinniesStitches says:

    I agree that templates which shop owners could modify would make it quicker and less intimidating to set policies. Less apt to forget some important point too, especially when just getting started on etsy.

    1 year ago

  • elemegibere

    Nermin from earflaphats says:

    Thank you very much!

    1 year ago

  • GregLlewellyn

    Greg Llewellyn from GregLlewellyn says:

    Thanks for the info!

    1 year ago

  • SigalFJewelry

    Sigal from SigalFJewelry says:

    Policy - as important as it is it's too long for customers to read... Other than that, we are so captured by the buyers feedback that we bend our own policy sometimes, just to make our customers happy... Thanks for the tips, it is still important to apply...

    1 year ago

  • horizontrd

    robert from HORIZONTRADINGCO says:

    Found the information very helpful

    1 year ago

  • thewhimsicalelephant

    Karen Beland from thewhimsicalelephant says:

    Thanks for the helpful info.

    1 year ago

  • JansJewelryOrganizer

    Jan from JansJewelryOrganizer says:

    In my experience, from what I can tell, most customers don't read the policies. But they are nevertheless important in case some conflict arises, so that you can refer back to them to CYA. I've seen some really bad policies that are very negative... I won't do this, I don't do that, I'm not responsible for this, etc. I keep mine simple to set expectations on shipping turnaround time and my return policy.

    1 year ago

  • BiomedDesign

    BioMed DB Design from BiomedDesign says:

    Thanks for the tips.

    1 year ago

  • Namaz

    Nazima Banka from nazimabanka says:

    HANDY INFO:)

    1 year ago

  • BowMoBBB

    Diane (Mo) Collins from BowMoBBB says:

    I think that making your writing sound like you are talking to your customers is very important. Make it sound like you are just simply answering their questions in person. Be upbeat and positive. I've read some that are not so positive and I really don't think I would buy from them, just as I wouldn't buy from a store in person if they were grouchy and negative. In other words, simply talk to them (in writing) the way you would want to be talked to.

    1 year ago

  • ahmusing

    Kimberly from fildee says:

    Great list! I hope my policies are good! :)

    1 year ago

  • silviaberrios1

    Silvia Berrios from DesignsbySilvia says:

    I open my Etsy shop this year, I am going to redo my service policies. Thank you!! for information.

    1 year ago

  • zenidesigns

    Toni from ZeniDesignStudios says:

    great article - i think it is time to take a 2nd look at my policies. :)

    1 year ago

  • RenataUniqueGifts

    Renata Lader from RenataUniqueGifts says:

    Godd reminders.Thank you very much.

    1 year ago

  • jaz2mama

    Jennifer G from avecbeads says:

    Wonderful advice as always! I'm always looking for ways to improve the policies section of my shop. I think I'll have to check out that thread for feedback from sellers too. Thanks again!

    1 year ago

  • gabyeckberg

    Gaby Eckberg from gabyeckberg says:

    I am new to Etsy and find this advice very helpful. Thank you.

    1 year ago

  • fensalirfiber

    Beth from fensalirfiber says:

    As a fairly new seller, I am continually evolving my shop policies to make them as workable as possible for me and as friendly as possible for buyers. As a buyer, I am learning to avoid shops that have unhelpful shop policies--or worse, none at all.

    1 year ago

  • GraciousArt

    Pamela Neswald from GraciousArt says:

    Mahalo from Maui!

    1 year ago

  • BeaG

    BeaG from WilliamsGiftshop says:

    Excellent advice! Makes me realize I want to tweak my policies some more (or better: their wording). But..., as mentioned before, hardly any customer reads shop policies! Just a suggestion, but could Etsy perhaps integrate a step in the checkout process where buyers have to read (and click to confirm they read) our shop policies before they finalize their purchase? That still does not solve the issue of potential customers asking all kinds of question (that I am happy to answer, don't get me wrong) while the answers are already clearly described in our shop policies.

    1 year ago

  • doloreslanier

    Dolores Lanier from DoloresLanier says:

    Great article but do you have EBA (ESTY BUYING ADDICATION). I'm a newbie and check out every site I can and get great ideas for them. But this buying items its so hard to stop because there are so many great items on Esty.

    1 year ago

  • MerkabaWarrior

    Ivan G from MerkabaWarrior says:

    I would like the polices to be made more prominent to buyers, it seems like many people dont know they are there and this would save alot of repeated convos I get which I have already answered on my polices page.

    1 year ago

  • teridrobnick

    Teri Drobnick from TEEsoxbyTeri says:

    Thanks for the tips. I am going to go back over my policies!

    1 year ago

  • DestinysTreasures

    Jennifer Wheatley from DestinysTreasures says:

    Great Artical Thank you for sharing.

    1 year ago

  • maikelin

    Cindy Zhou from ideashop24 says:

    well, it think the best policy should be simple and short, thanks for sharing

    1 year ago

  • noongning

    Ning Pratoomsup from NoongNing says:

    Thank you for info, I will recheck my policies <>

    1 year ago

  • camermaidjewelry

    Troy Stengel from camermaidjewelry says:

    Good article. I'm going to revisit my policies to include information about foreign transactions that involve customs and duty fees!

    1 year ago

  • nbaylis

    Nattalie Baylis from NattaliePalace says:

    Hi everybody here, am new on this website and i would like to listing my items on this website but it seem not easily i always problems with the listing my items on this website. Everybody may can help me about that please and it will help very much. Many thanks, Nattalie Baylis

    1 year ago

  • rananazia

    Nazia Rana from rananazia says:

    Hi etsy team, Very informative article.I ma going to keep in mind all the points while setting up my shop. Thank you

    364 days ago

  • BeaG

    BeaG from WilliamsGiftshop says:

    Published 1.5 month ago, comments from 3 years ago?

    354 days ago

  • CraftsfromCarol

    Carol Fries from BusyFingersJewelry says:

    I'm trading as Busy Fingers Jewelry, please look for me there later. I haven't posted any pictures yet. Just getting set up now and will be doing my policies later today and then pics....Look for me, thanx Carol of Busy Fingers

    337 days ago

  • GemdropsoftheFalls

    GemdropsoftheFalls from GemdropsoftheFalls says:

    We try to be honest and upfront about our policies. We answer any questions we ourselves would have about buying, and add customer questions as they come. We believe it's better to have some outlining policies than none! We don't like to buy from sellers who don't have policies because what if something happens?

    335 days ago

  • ReinventionbyAngelaB

    Angela Birdsall from ReinventionbyAngelaB says:

    Thank you so much. I'm going to update my policies now!

    334 days ago

  • mimilieberman

    Mimi Lieberman from HandCraftedFelt says:

    This is a wonderfully laid out site. It is planned beautifully and the tips and suggestions along the set up process are informative and meaningful. I'm very excited to open my shop. Thanks again, Mimi of HandCrafted Felt.

    327 days ago

  • mpflies2

    Marc Payne from MarcPaynePhotography says:

    Ok, random and perhaps not applicable to the content itself, but just wanted to point out the "world series, over the fence" quote. Came from "It Takes Two" with Mary-Kate and Ashley. Just happened to be a movie we owned as a kids. I used to love that movie. I digress

    327 days ago

  • birdfanteri

    Teri Harden from birdfanteri says:

    I'm just starting. Just a small table in the basement and friends who tell me I should try and sell on Etsy. Its almost to much but I am taking notes and hope it takes off. Still don't have a name but working on it. Thank you Etsy Handbook for giving me ideas. Anyone else have some suggestions I'm all ears.

    313 days ago

  • aaalightfan

    Sanford from NeonHeaven says:

    My items are one of a kind and quite fragile,,,, ....sooooo,,,, policies?? challenging notion.. Positive Special Sauce is a great start!

    313 days ago

  • holditcuter

    holditcuter from holditcuter says:

    I had my shop policies all written out on both of my shops and when I checked my policies page yesterday I discovered they were gone!!! I don't know how my policies could have just vanished!? Did this happen when the site was updated or something? Kind of a bummer that I have to rewrite my shop policies all over again.... :( Also I don't really like the new search engine for etsy...I miss the drop down box. :(

    305 days ago

  • JBcrochetwizard

    JBcrochetwizard says:

    Thanks for the very useful tips.

    296 days ago

  • vintageunfinished

    vintageunfinished from vintageunfinished says:

    I agree that a policy page is important. However, sometimes, you must be blunt and say " I will not be responsible". I do not consider this offensive, its just lets the buyer know where you stand. It is true that paypal makes the seller be responsible for the package getting there. What most buyers don't realize is that is you ship internationally and it is lost or stolen, it is at your expense. Legally speaking, this subjugation of risk to a person that has no control over the event has caused most frustration with paypal. As one person put it, it is condoned stealing as all the buyer has to do is say they didn't receive it. As in retail, there is 15% loss due to stealing, etc and you should definitely have your prices reflect that, That may not be the most "upbeat" message, but it is one that all buyers should be aware of as international first class shipping does not carry any delivery confirmation or insurance and it cannot be purchased unless you significantly pay more in shipping. That is why many sellers that have many sells and offer international have so much disclosure and policies. I agree with Beag on that it would seem that a buyer should have to check out that they have read the policies. Most internet users have seen this often enough:) It would also be nice if they had a way to incorporate in their check out system a way to inform a buyer if there is a minimum purchase requirement for suppliers as delivery confirmation packages need to be 1/4" thick to qualify for domestic confirmation and a way to tell buyers that if they purchase by paypal, the paypal address much be used to comply with paypal rules. Unfortunately, so many rules by others makes us have so many policies.

    285 days ago

  • LovillionEmbell

    Lovillion Embellishments from LovillionEmbell says:

    Thanks a bunch this is WONDERFUL !!!!!!!!

    280 days ago

  • DTrevinosVingtique

    DMarie Trevino from MyVingtique says:

    Great starter info. But ,I agree with the above comment.There should be a set shipping profile in place.Please be aware as your are shipping large frieght in particular. No one wants to pay for shipping-but that is the service we offer here. Always have a amount in your listing-even if it a estimite.I had a customer Checkout without getting shipping price. Not fun

    270 days ago

  • zenophobe

    zenophobe from BeaEvie says:

    Thanks for the article. I just tweaked my policies a bit to make them a little more well-rounded and all inclusive.

    264 days ago

  • AllyFashion

    Tina Giuntini from AllyFashion says:

    Thank you so much. I'm going to update my policies now!

    264 days ago

  • paisarnhandmade

    paisarn aemmi from paisarnhandmade says:

    Thank you so much...

    263 days ago

  • catherinerhodes3

    Katalina Rhodes from KatalinasToteNPurse says:

    Does one think stating you do not ship overseas is ok? Or do you loose a potential market? Not sure if this is the proper forum to ask such a question? Perhaps someone could get back to me. I have ordered things from other countries and have received everything. Sometimes it takes a while to get to the person? The article was very informative!

    263 days ago

  • kewatkins382

    Karen Watkins from BKWcrochet says:

    Thanks for this. As a newby I have so much to learn. I'm trying to work out how to word my shop policies now and get my head around shipping abroad - so much to learn!!

    261 days ago

  • JackieAmodeo

    Jackie Amodeo from LivelyLoops says:

    Shop policies is really one of the most stressful parts for me as I feel lost. This article helped me so much! Thank you!

    246 days ago

  • breda12

    breda from hilltopcolour says:

    great ideas.thanks as I was a bit stuck

    241 days ago

  • fabricsandfrills

    Bernadette from fabricsandfrills says:

    Thanks for the great advice...off to draft my policies right now

    240 days ago

  • mackruz
  • mackruz
  • elizabethscanes

    Ellie Scanes from DiscoveringFun says:

    Nikki, I really appreciate you taking the time to post a video that is full of information for new sellers on etsy. I really needed some good solid advice on creating my seller profile because I sell vintage products. I loved your story about shopping with your grandma. You lit up when you talked about shopping with her. This definitley made me realize that showing who you are makes you shine because people do care who you are and don't know that it takes hours sometimes to pick out the perfect vintage piece for your shop. For me, I think it is about recycling and the memories from decades of the past and how it has such a strong influence on our culture and most of all the many happy memories a book or movie can have on your life. To be able to pass on a little happiness to someone else is fun and what I hope to do. Ellie Scanes

    210 days ago

  • GammaRey

    Monique from TheBirdandtheBeed says:

    I do a LOT of purchasing on Etsy, and when I see "no refunds" especially on things like jewelry, It makes me wonder if the quality of the jewelry is really up to par. Is this piece going to break easily? is it poorly crafted? It turns me away really fast.

    201 days ago

  • metermaid1949

    Rita Espinoza Harold from RirisCreativeHands says:

    I agree with birdfanteri, I'm just starting as well and it all seems to be too much, especially the shop policies and taxes part of it. It's all a little intimidating. I guess I'll just take the plunge.

    198 days ago

  • diaz101

    Yolanda Diaz from CROCHETJUSTFORYOU says:

    not sure how to work this i am just starting off slow hope it all goes as planned. ever since i was a young girl i wanted to open my own shop well this is the best i can do for now.

    195 days ago

  • davidbirtley

    David Birtley from CrossesDavidBirtley says:

    Thank you for the feed back. I stand behind each cross and if you are not happy send it back for a full refund.

    179 days ago

  • macwizi

    Elizabeth McCutcheon from macwizi says:

    Really interested in setting up on Etsy have found your info so far very good, still reading so hope to set up soon, many thanks.

    177 days ago

  • antoniocariola1
  • ChiharuGK

    Chiharu GKelly from RoseAndViolette says:

    Thank you so much for the helpful info.

    172 days ago

  • LaraineRose

    LaraineRose from LaraineRoseHandiWorx says:

    Thank you for this information. It has been very helpful!

    140 days ago

  • rosebudsvintage

    rosebudsvintage from tatteredtornwornmore says:

    Thank you for all your help, just putting finishing touches on my shop. I feel very blessed to be amongst such talent.

    138 days ago

  • ElizabethBean3

    Elizabeth Bean from WorldFindings says:

    Just started listing. Hoping to get enough money to go to Cuba by the end of May :D

    125 days ago

  • aroundaboutcircle

    Daine Cornwall from aroundaboutcircle says:

    Thanks for this great video - very informative! :-D

    122 days ago

  • jeannerobackeramato

    Jeanne Robacker Amato from JeanneAmatoPrints says:

    I'm just joining the Etsy community and these tips are very helpful. Thank You!

    119 days ago

  • aTwistOfNature

    aTwistOfNature from aTwistOfNature says:

    What is the policy on a shop owner changing their policy after an item(s) has been purchased and expecting you to alter your purchase to reflect their new policy? This is currently a situation I have heard about and would like to know if there are any Etsy safeguards on shop owners retroactively expecting you to change due to their policy changes. Does anyone know?

    118 days ago

  • waichit

    Jacob Chee from jacobsleathercraft says:

    thanks! this is helpful

    103 days ago

  • primavera3

    Prima Vera from Immagina says:

    Grazie mille

    102 days ago

  • RachelKennedyDesigns

    Rachel Kennedy from RachelKennedyDesigns says:

    hi, I haven't used my account for a few year, am wanting to start again and need to change my store policies but cannot find where to do so? can anyone help with where I do this?? I assumed would be in the settings?

    101 days ago

  • sleepyclegg

    Lyndsey from inkydingo says:

    Really useful info - thank you!

    100 days ago

  • mshanson1

    Ms Hanson from WritersCloset says:

    Thanks to vintageunfinished, isabelleknits, christiewatkins and several others for their willingness to share shop policies here, saving hours of research. Your experience will help me draft my own shop policies, mindful of pitfalls and promises and PayPal and profligacy.

    82 days ago

  • ThePinkLantern

    Jenna from ThePinkLantern says:

    Now if you can only get buyers to read the policies... :)

    78 days ago

  • CRdesignsMD

    Candace Rapanotti from CRdesignsMD says:

    Thanks for the help! I'm in the process of setting up my shop and determining policies is a little intimidating. It's great to get some advice from others.

    53 days ago

  • stillbark

    Prarinya Kamta from GUVER says:

    Best article for newbie, very helpful. thank you,

    16 days ago

  • marialleal

    Maria Lleal from FromMariasHeart says:

    Thank you for always giving us helpful advice!!

    2 days ago