Search results (tags) for: "custom orders"

Customer Care Tip: Creating a Reserved Listing

2008-09-16T16:38:00-05:00

Dear Sellers,

Wondering how to reserve a listing in your shop for an inquiring buyer? It's easy as pie! Here's how:

1) Edit your item listing by going to Your Etsy>Currently For Sale>Edit

2) Click the edit icon (pencil) next to your item's title to change the title. Here you want to boldly state that this listing is reserved for your customer. For example, *Reserved for DANIELLEXO only - Diamond Necklace*. Making "reserved" the first word in your listing ensures that buyers can clearly see the item is reserved in the search results, both Gallery and List views.

3) Scroll down and enter this info in the item description as well. (Just in case the title was not sufficiently obvious!)

4) It is optional to use a special graphic or add text to your first photo stating this item is reserved. This is an effective way of visually communicating to buyers that the item is not intended for them!

[Custom order image by CozyMoments]

5) Make sure you complete editing your listing by continuing to Step 5 and clicking "Finish".

And you're done! Now the item is back in your shop and clearly reserved for your customer.

For more support Tips and Updates, check out our CustomerCare Featured Column on the Storque.

Service Tips for Sellers: Everyone Isn't Your Sweet Aunt Kate

2008-07-03T12:21:00-05:00

Dear Sellers,

Everyone isn't your Sweet Aunt Kate. Everyone has an Aunt Kate — she's the sweetest lady alive, always delighted with your latest crafty endeavor, no matter what it is. It doesn't matter if the glue is a little blobby or there's a tiny smear in the paint — she displays or wears your latest as if it were a Picasso or the Crown Jewels. We've heard it from you, dear sellers: one day you were faced with a situation where someone is less than pleased with the experience with your shop. Your customers aren't related to you, 99% of the time don't even know you, and do indeed object to things Sweet Aunt Kate overlooks. Successful sellers will tell you, from creating your art to shipping it out, every piece has to be your very best work. If you make a mistake in the design phase, don't send it out and hope they don't notice the flaw. If you are having a rough time getting orders out in a timely manner, perhaps your shipping policies need to be reworked to allow yourself extra time.

So what happens if you've brought your "A" game to the table, shipped out the perfect craft, and you still get an unhappy customer? It is opportunities like these where you can learn from the feedback and try to turn a negative experience into a positive one. Stop periodically, step back, and check your business. Tweak, refine, and change when necessary. Below is a list of tips, member suggestions, and responses you can refer to when sticky situations arise.

Above all, keep your customer in the know.
Acknowledge their purchase, either by convo or by making sure you have a message in the Shop Appearance>Message to Buyers portion of your shop.
Keep Your Cool.
If you end up with an angry customer with a penchant for colorful convos, take a deep breath, make whatever offer you can to make things work for them, and then realize — it's not always you. Allow the other person to "let off some steam," acknowledge the person's anger and empathize as appropriate and let the other person know you understand the issue. In all cases, try to establish a solution, a compromise or some other positive outcome for the situation. And remember...stay professional, no matter what.
Avoid hot button words and phrases.
Don't show impatience or place blame on other people or organizations. Try avoiding curt, negative, dismissive, or accusatory language or phrases such as never..., I'm too busy to..., it's not my fault that..., you must have..., etc. Sure, it can be really hard not to get defensive, but it will save you time and energy in the end when you patiently send a professional and friendly response at the outset.
Make up for your mistakes.
We are all human and sometimes make mistakes. For instance, if you're running behind on shipping, you might offer to ship for free or upgrade your customer's shipping from First Class to Priority Mail.
Create a refund policy.
If the customer is not happy with their purchase, you might consider offering an exchange or a refund. This can be a tough one, especially if the customer doesn't contact you until a much later date. Even if you have policies that you strictly adhere to, it pays to consider each person's request before referring them bluntly to your policies (tip: I recommend asking that the customer ship back the item they wish to return or refund before granting the refund or exchange ~marymary).
Know when to cut your losses.
On a rare occasion, you might find yourself in a situation with a customer that you will not be able to please no matter how hard you try. If you find yourself taking too much time away from working on your business or handling your other customers, it might be time to cut your losses. While you want to do everything you can to turn them all into a Sweet Aunt Kate, there will be times when all you can do is politely thank them for their business, apologize, and go on with your work.

What do I do if this happens to me? Responding to unhappy customers can be tricky and sometimes difficult. We've pulled together responses that may inspire what you say if you find yourself in this situation. Keep in mind it is always important to personalize notes with the member's name, specific transaction details and issue. The responses below are just a starting point.

Customers unhappy about long shipping delay:

TroveDesigns provides the following information: "Thanks for letting me know about the delivery delay. I have had parcels to [LOCATION] take up to [APPLICABLE TIME FRAME], which can be really frustrating while you're waiting on a parcel. If we could wait until that time frame has passed [DATE] and if the parcel has not yet arrived, we can discuss how we can progress from there." (Be that a replacement item, a discounted replacement item, or a refund.)

General refunds or exchanges:

"Hello xxxx, I appreciate you contacting me with your concern (concern goes here). It is a goal of mine to make my customers satisfied with their purchase and as per my shop policies, I would like to offer you (your offer goes here. It might be a full refund, partial refund, item exchange, or other measure of appropriate and professional goodwill to help remedy the situation). Keep in touch, (your name)"
bamabelle uses: "Hello! I do have a return policy, I can exchange for store credit. I'll contact you when I receive your returned item, and you can shop. Let me know if there is anything in particular that you might want, but isn't listed."
CricketsCreations has a great line: "First I will offer an exchange and if that doesn’t work — 'Dear So-no-So, Thank you for letting me know that the scarf was (insert problem here); I’m glad to have the chance to make it right & I apologize for what must be a frustrating situation! Please send the scarf back to me right away. As soon as I receive it, I will refund the full purchase price via PayPal. I regret that the cost of shipping both ways is your responsibility. Apologetically, Celeste (Crickets)'"

Custom orders or customizing options on a product:

"Hello xxxx, Thanks so much for your interest in a custom order; this project is something I am very interested in working on with you. From my understanding, you would like for me to (spell out in as much detail as you can what you think your customer is asking for to make sure you are in agreement). Please let me know if this is correct and if you had any additional thoughts or ideas before I get started. Keep in touch, (your name)"
RightAsRainCreations says: "If I am not able to accommodate a custom request, I usually will try to find another seller who has what they are looking for or might be able to make it."
Jkollmann advises: "Communication is key, and the ability to 'audition' the piece of work as it evolves by sending pictures for review and approval is great so the piece doesn't come back. Anything that reduces the risk of an unpleasant surprise when they receive the item is good!"
KarleighJae says: "I have learned that whether communicating through convos, email, or in person, it is always best to repeat or rephrase what the customer is looking for when ordering a custom item. That's not just customer service, it's good communication."

Difficult customers are fortunately not the norm. However, it's good to have an idea of what you will do when they cross your path. Whichever path you take — applying strict policies each and every time, or taking complaints on a case-by-case basis — keep cool, stay courteous, and be professional. Running a business isn't easy, but the rewards are terrific, and there are a lot of Aunt Kates out there. For more examples and other tips, check out this forum thread filled with great tips from other Etsy sellers.

More about Service Tips for Sellers Series: Running an online business has many perks, like the ability to remain somewhat anonymous behind a computer screen (maybe even working in your 'jammies). But that computer screen does not preclude interaction with customers. Good online customer service may be even more important than offline: good service gives buyers the peace of mind that they are buying from a trustworthy and reputable seller. As an online entrepreneur you have the opportunity to provide excellent communication, create a friendly face for your shop, and promote repeat business.

Art of Pricing | Legal Info for Artists | Shop Makeover Series | Service Tips for Sellers

Customer Care Tip: Building a Better Alchemy Listing

2008-04-18T15:45:00-05:00

Dear Sellers:

Alchemy is a feature on Etsy where members can post requests for custom handmade items, and sellers then bid on the opportunity to make the goods. Alchemy is another way to buy and sell an item through Etsy and, like a regularly listed item, an Alchemy transaction eventually generates a sold item page — a non-editable, public record of that transaction. This post addresses which information from your Alchemy transaction goes "on the public record" so to speak.

Alchemy has four different phases: request, bid, transaction and finally, the public sold listing. We'll explain the differences here, because the parts you can edit change each step along the way.

The transaction starts as an Alchemy request, made by a buyer. The request is designed to attract sellers, and also communicate what, when, and how much the buyer desires to spend, so that sellers can make an informed bid.

However, this information does not become the item description that appears in the final listing — the accepted bid does. An Alchemy bid outlines a seller's offer, including the estimated price, shipping costs and terms, payment terms, and a detailed description of the item the seller would create.

Etsy sends a Conversation to both the buyer and seller when a bid is placed. A buyer and seller can communicate any changes or details by replying to the Convo that Etsy started. The seller can edit the bid with any changes or details discussed via Convo before the bid is accepted. Once a bid is accepted by the buyer, the text cannot be edited. This text will become the description for the public sold listing.

After a buyer accepts a bid, the seller needs to confirm they are still availble to make the item. When a seller confirms the accepted bid, it becomes a transaction. The transaction info will appear in Your Etsy > Purchases for the buyer and Your Etsy > Sold (orders) for the seller. At this point, the seller is charged a 3.5% transaction fee.

While the description text is no longer editable, the seller can upload photos (up to 5 images). These photos can show in-progress work and the final product. Be sure that the last photo added is of the finished item, since it will become the main image for the public sold listing page. A buyer should let the seller know if they don't want photos of their item shown, and it's not a bad idea for a seller to inquire.

When the seller is finished with the item and ready to ship, they should press the Complete button in the Alchemy ticket. This will finish the transaction. The sold listing will now appear in the public Sold Items and Request Custom Item sections of the seller's shop. Both buyer and seller can now leave feedback, by going to Your Etsy > Feedback > Items Awaiting Feedback.

Best of luck to you in all of your future Alchemy transactions!

Read more Storque posts about Alchemy.

How to Make an Outstanding Alchemy Bid & Stand out from the Rest

2008-03-19T15:00:00-05:00

Sellers, here are some tips for making your Alchemy bids glitter like gold!

Tip #1 - Bid on your specialty.   If you bid only on the request you know you can rock, you can take the time to make that bid amazing. Buyers want to know you have the experience to make their requested piece exquisite.

Tip #2 - Acknowledge the main points of the Alchemy request.   If someone is requesting a not-so-sweet dark chocolate cookies, and you have an amazing recipe for them, make sure you acknowledge that your specific recipe is not very sweet and uses high quality dark chocolate. Show the buyer that you paid close attention — and that you are the perfect artist to work on their request.

Tip #3 - Add a creative details and don't forget relevant links! Okay, so maybe don't make it a short story, but make sure you do describe exactly what you would like to make — and get inventive!   It's tempting to say "I can make whatever you would like me to!", but most people are making Alchemy request because they want something unique — something they couldn't make or design themselves. Include links to items in your shop, sold items, or other photos you have online (perhaps in your Flickr account) that show the buyer your experience and creative point of view.

Tip #4 - Price accordingly. Once you've lured in the requester with your skills and past experience, price your bid based on the time and materials. After chatting with other Admin who have made requests, I realized all the bids we accepted were a bit higher than our ideal price. Most people won't mind paying more for something really special.

Want to see some great bids? I've collected a few for your perusal — have a peek!

Bid Accepted for Earl Grey Solid Perfume by DaisyCakesSoap

Garth Algar Portrait by TheMayofTeckClub

Chocolate Cookies by ChristinaWard

Come join us today (Wed. March 19) at 4pm in the Virtual Labs' Treehouse for a workshop about bidding on Alchemy! Learn more about Alchemy in the video in this post and Alchemy "best practices" in another.

Have any more Alchemy tips based on your experience? Lets us know in the comments below!

Customer Care Tip: Privacy and Custom Orders

2008-03-12T17:05:00-05:00

Dear Sellers:

We love all of the custom items available on Etsy, and we hope that the return of Alchemy will make it easier for buyers to request custom pieces and for sellers to list them. However, there are some things to keep in mind when making and listing custom and personalized items.

With such amazing artists and designers here, there's a great opportunity for buyers to request handmade creations like custom designed invitations and promotional materials. Typically, sellers post the images of the custom item for the buyer to see before they checkout.

This is where sellers need to take an extra step to ensure the privacy of their buyers. If you (the seller) have created an item for a buyer that includes sensitive information such as an address, phone number, or personal email address, please make sure the images do not show the buyer's information!

Sold listings cannot be edited, so the best thing to do is first send the images to the buyer for approval (through convo or email) instead of using them as one of the images in the listing. Then, when you're ready to post the listing, either upload a generic image, or take a photo that doesn't show the private details (take the photo at a further distance so you can't read the text or blur out the info in Photoshop).

Here's how you attach an image to a convo:

This will protect your buyers and prevent you from having to email support to remove the image. It's the whole "ounce of prevention vs. a pound of cure" theory.

Have fun making your custom items!

Best Practices: Getting the Most out of Alchemy

2008-03-12T16:07:00-05:00

After a long hiatus, Alchemy is back! Alchemy is Etsy's system for requesting custom-made items. For a full rundown of how Alchemy works, check out the Tech Update. Whether you're totally new to Alchemy or a long-time Etsian reuniting with it, here are some things to think about before and during your Alchemy transactions:

Explore carefully!
We know how excited you are about the launch of Alchemy. It's tempting to want to dive right in and explore every single aspect of the new system. However, it's important to be careful when exploring and remember that this is a tool with contracts and obligations, so playing around to figure things out might enter you into a transaction with a member unintentionally. Soon, we will be posting a video which gives you a peak at the whole Alchemy process.

Communication is key!
Stay on top of communicating with your newest Alchemy friend; Etsy will automatically open a Conversation between both parties when a bid is placed.

Sellers: make sure your buyer knows what stage you're at with the project, any issues or questions you might have, and any changes that might have occured during the process. Buyers: communicate to the seller exactly what you want and what your expectations are. Photos and sketches are a great way to communicate ideas that might be hard to explain. You can attach a picture to your request. This way both buyer and seller will remain on the same page and create a smooth transaction.

Think before bidding and requesting!
Alchemy can be very exciting, and you may want to bid on every listing you see, or request every item you can imagine, but don't forget that accepting/confirming a bid is a binding contract — you're committing to purchase/make the item in the bid. Sellers, be carfeul not to overload on bids or you may find yourself too busy to fulfill all of your contacts in a timely and manageable fashion.

Be as clear and specific as you can in your requests and bids.
Buyers: you will want to provide enough details so the person you are working with can be on the same page as you are. Pictures are a wonderful way to show exactly what you are trying to convey; requesters can use pictures to show examples of what they are looking for, and bidders can use photos to show what they are capable of, as well as works in progress during the transaction.

Honesty is the best policy.
Sellers, be honest about your abilities and realistic in your time estimates. If it's something a little outside of what you normally do, leave time for mistakes and "do overs."

When to opt-in for private requests?
With Alchemy, a buyer can request a custom item from a seller via Private Request. Because not all sellers are available for custom work, we've made the ability for sellers to accept requests totally optional. It's off by default, and sellers can turn it on by going to Your Etsy > Shop Appearance. You can change your settings at any time.

When you opt in to recieve Alchemy requests through your store, shoppers can request items similar to your sold items, as well as ask for custom orders. If you are open to receiving such requests, the opt-in feature would be perfect for you! Keep in mind times when you know you will be busy, and consider opting-out of private requests during those periods. Holidays, vacations, and busy periods (based on your previous year's sales) are all times to think about. If you already have a good inventory built up going into November, you might not have any trouble keeping up with custom orders through the holidays. If you think you're going to be scrambling just to keep your store stocked, you might want to turn them off. Don't overwork yourself!

Write an informative Alchemy announcement.
Each shop has a special Alchemy page where buyers can go to request an item from a specific seller. This page also has a space for sellers to list any pertinent information about taking custom requests. This is a great place to list general Alchemy policies for your shop, as well as average turnaround times and upcoming periods where you won't be taking requests.

Presentation matters.
Take the time to photograph the final product well. When you complete an Alchemy transaction, it shows up as a sold item in your shop. The last picture uploaded becomes the first image in the listing. Other users can find you and request similar items if they like what they see! Here are some great tips for taking quality photos.

What are your payment and shipping terms?
Depending on the item, you may want the buyer to pay before you start work, or take 50% of the payment up front and 50% when it's complete. For example, if you're making a custom fit dress from fine fabrics, you might want to have the buyer pay for the materials before you start, and send the rest of the payment when it's done.

One handy way to request payment from the buyer is to send a Paypal invoice for the amount due. If you're not using Paypal, you can also write up an invoice and email it for them to print/mail with their check or other form of payment.

The best advice is to prepare ahead of time before diving into a request or bid, and think about what it is you need to do to cover all your bases! We'll see you out there amidst the Alchemy excitement!

Etsy Finds: Alchemy...!

2008-03-12T15:44:00-05:00

Guess what's just around the corner? Old-school Etsy users will fondly remember the feature known as Alchemy, where shoppers can write up a listing for a custom order they're hankering for, and Etsy artists can bid on the project. Got ideas in your head you just haven't found using our tag/title search? Soon you'll be able to request anything you can think of on Etsy, and chances are, someone out there can make it happen. In honor of Alchemy's impending return, I made this list of customizable items on Etsy. A few shops I've showcased before, but the work is so good it's worth a second look. Hope you like!

The House Next Door

Beautiful lino cut print of a house in Leannegraeff's neighborhood. She'll also make custom illustrations from photographs of your house. $18

View item | View Shop | Add to Etsy Favorites

Custom Stamped Sterling Silver Ring

Classic. I like this particular ring because the message is hidden on the inside, but chrisparry has a huge variety of customizable jewelry in his shop. I bought my husband one of his pieces for Valentine's Day; highly recommended! $49.99.

View item | View Shop | Add to Etsy Favorites

Custom Save the Date Postcard

Hey betrothed! Need a unique "save the date" postcard? Custom illustration by unlesssomeonelikesyou, $150.

View item | View Shop | Add to Etsy Favorites

Be sure to check out the Storque's upcoming series on Etsy Handmade Weddings for more wedding ideas!

Sweet Coquette Maillot

Vintage reproduction handmade bathing suit, made to your exact measurements. By missbrache, $98.

View item | View Shop | Add to Etsy Favorites

Custom Greeting Card With Your Pet

10 greeting cards made from your favorite image of your pet. By ChubbyTrubby, $12.95.

View item | View Shop | Add to Etsy Favorites

Family Tree Wall Decal

This would be a sweet gift for a 50th wedding anniversary, or just because. By Elephannie, $15.

View item | View Shop | Add to Etsy Favorites

Yes I Do Cats

Did you know you can get anything on Etsy? Like incredible customized pillows with your pet's portrait? I just actually worked this into my monthly budget. My new "pet portrait pillow" allowance. By mybonnie, $38

View item | View Shop | Add to Etsy Favorites

Maim

There is nothing not to love about this whole shop. Vintage shoes, handpainted designs, completely one of a kind and cute. En français, aussi. By ndeurshoes, $225.

View item | View Shop | Add to Etsy Favorites

Alchemy Bangle

Now go get ready to customize everything you can thing of. You can use this bangle to remember. By alphabettispaghetti, $55

View item | View Shop | Add to Etsy Favorites

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Alchemy…It’s Coming Soon!

2008-03-11T13:14:00-05:00

Old school Etsians remember that long-lost feature called Alchemy, but for anyone who is relatively new to the Etsy shopping experience, Alchemy only exists as an abstract and mysterious word you’ve heard pop up every once in a while in the forums. Well, not for long! We will be launching the feature soon and we’re really excited about it. So excited, in fact, that we wanted to spill the beans a little bit here. We want shoppers to start getting excited about the world of possibilities this opens up, and we want sellers to start thinking about how involved in this new feature they would like to be.

So, what is Alchemy? What will it do for our handmade marketplace?

Alchemy is a feature on Etsy that enables buyers and sellers to connect through custom orders. Let’s say you’re a buyer and you have an idea for something you want to buy, but after digging and digging on Etsy you still haven’t found it. You can go to the Alchemy section of the website and describe your idea; then sellers bid on the project and you can decide to strike a deal or not. Or say you’re a buyer and you admire a particular item in a seller’s shop, but you want the seller to customize it in some way. You’ll be able to initiate that custom order directly through an Alchemy link in the seller’s shop. That is, if the seller opts into this Alchemy feature.

Sellers will have to opt-in to the private, direct Alchemy requests. When Alchemy launches, a new section will appear under Shop Appearance in Your Etsy where you can set your Alchemy announcement and private request status. Only then will buyers be able to approach you directly through your shop through Alchemy. If you decide to opt in, you can later opt out. We built this so you would have control over this feature’s integration into your shop. If you don’t opt-in to the direct-request link in your shop, you can still voluntarily participate in the public Alchemy section of the site by browsing buyers’ requests and bidding on projects.

So, you’re hopefully bursting at the seams with questions right now (we’re so excited!). But…you have to wait! We will fill you in on all the details when we launch the feature. So instead of asking particulars about how Alchemy will work, do a little daydreaming in the comments. We want to hear what crazy requests you’re dying to make!

Customer Care Tip: Sending an Invoice from PayPal

2008-02-26T15:16:00-05:00

This article was originally published on February 26, 2008. We've updated the content to be current as of September 8, 2008 for the upcoming holiday selling season. Check out Holiday How-To: Offering Services for more great tips on providing those special extra touches for your holiday shoppers.

How to send a revised invoice is a question that comes up from time to time. There are a few situations in which a seller might need to send a customer an updated invoice before she pays. For example: to offer a discount or sale price without editing the listing, an Alchemy transaction or if the buyer mistakenly chose "other payment" intending to pay by credit card through PayPal.

To get started, here is the info you'll need to gather for the PayPal invoice. This is all conveniently included on the Etsy invoice page under Your Etsy > Sold (orders).

buyer's email address
quantity of item(s)
Etsy transaction ID number (for the "Item ID" field in PayPal)
item title or short description
price of the item
cost of shipping

Here's how to create an invoice in PayPal for your transaction:

Go to PayPal.com and login to your account.*
Click the "Request Money" tab.
Click "Create an Invoice" in the header.
Select "New Invoice" from the drop-down menu and press the "Continue" button.
On this page, you will enter in all the details of the transaction, as noted above. For "Invoice Type," select "Goods." Press "Continue" when you've got all the info entered. (see the screenshot below)
Review the Invoice. Make sure everything is accurate, then press "Send Invoice."
You can save a template of the invoice you just sent if you think it will be a common transaction.

Here is how Step 5 looks:

An email will be sent to your customer with all the details and a link back to PayPal to complete the payment. If you go back to Your Account, you will see an entry in your Account Activity section for the invoice you just sent. This will have a Pending status until the buyer pays you. (Remember, never send the item until you have confirmed payment has been made.)

HOT TIP: A buyer can pay using a credit card even if they're not a registered PayPal member.

*For international sellers who use a version of PayPal localized to their country (such as PayPal.co.uk for the United Kingdom), the steps may be slightly different in the non-USA versions of PayPal. Please consult PayPal's Help Center for more information.

Etsy Find: Custom Bicycle Headbadge

2007-11-28T01:27:00-05:00

One of my favorite parts of buying on Etsy is the conversations with the sellers and sometimes the ability to customize your purchase. One seller who offers customized items, headbadge, has combined her love of creating jewelry and her love of bikes to create these fun head badges for bicycles — made custom from a range of material choices.

I have a few bike-loving people on my holiday shopping list in mind for this one.