Search results (tags) for: "customer care tips"

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.

Tech Update plus Customer Care Tip: Hello Policy!

2008-05-15T18:40:00-05:00

Dear Sellers,

We're all very excited to introduce the newest shop feature: The Shop Policy Page! Currently, most sellers post their shops' policies in either their shop announcement or profile, but we figured these areas can be better utilized for your bio or promotions and news about your shop; it's time to give policies a special home. We hope that adding a new feature like this will help the communications between buyers and sellers, making transactions smoother and easier. Now there's a clear place where buyers can look for extra purchase guidelines and info, and sellers can worry less about any important information going unnoticed.

There are now links to your Policy Page from your main Shop page, right in between the link to your Profile and Favorites. Also, a link to your Policies will be included in each listing in your shop. You can edit your Policy Page from the Your Etsy page.

We are not requiring that sellers enter information into their Policy Pages; we welcome users to post their policies wherever they like. But we encourage it! Here is an introduction to the Shop Policy Page as well as some tips on what to consider when creating or modifying your shop's policy.

The following sections are available on the Policy Page; if you do not enter information into the section, its heading will NOT appear on your shop's Policy Page:

1. Welcome
Here you can welcome buyers to your policies; feel free to talk a little about your shop and your handmade or vintage items and supplies. Keep in mind that this is a buyer's first impression of your customer service. A message to let users know about your philosophy and creative process would be a great thing to include in your Welcome section.

2. Payment
Use this space to notify buyers of your shop's accepted payment types and deadlines for submitting payment.

3. Shipping
This is where to explain how you ship your items and when, if you offer upgrades or other options and what to do if a buyer has special shipping requests.

4. Refunds and Exchanges
Let your buyers know whether or not you can accept returns or exchanges on some/any/all of your items and if they have a time frame for contacting you regarding a return. If you do not offer refunds for shipping errors (ie. getting lost or damaged in the mail), this is a good place to mention that.

5. Additional Information
Do you welcome wholesale and consignment inquiries or custom Alchemy orders? This is the place to let everyone know! If you have any other tidbits that didn't quite fit into the other sections, go ahead and add them here.

Working out the best policies for your shop and business can be an ongoing process, sometimes you just have to deal with a bit of trial and error. Take some time to consider the following when adding information to your Shop Policy sections, but remember, your policies are up to you (as long as you adhere to Etsy's site wide policies: TOU and Dos & Don'ts).

PAYMENT
* Do you have the "other" option available? If so, the Policy Page is a great place to elaborate on the "other" types of payment accepted and how you handle will be invoicing the buyer.
* Is payment required within a certain time period? 24 hours? Three days? 2012?
* Is it necessary that you add tax for buyers from a certain state? Consult your local laws or check with an accountant if you're not sure ;)
* What should a buyer do if they need to cancel a purchase from your shop?
* Does your shop accept wampum? If you have any payment methods that need explaining, here is your space to do so.
* Do you require a verified address at PayPal? Must the PayPal and Etsy "ship to" addresses match?

SHIPPING
* Do you use USPS? UPS? Carrier pigeon?
* Are shipping upgrades an option? How/when should a buyer notify you of needing extra shipping options? Is expedited shipping available?
* Do you include delivery confirmation or insurance? Can they be purchased if it is not factored into the shipping rate?
* How do you package your items? Do you use recycled packing materials? Let you buyers know what they can expect.
* Can local buyers schedule a pick up? Please refer to this Storque article regarding safety.
* Do you offer international shipping? Is the buyer responsible for customs fees?
* When do you ship your items? Monday/Wednesday? Every other day? The full moon?
* How long should a buyer wait for a custom or made-to-order item to ship?
* Will you ship to a "giftee's" address?
* Does the buyer need to consider the weather or climate when expecting a package from your shop? Some items may freeze or melt in extreme temperatures, it's a good idea to let your buyers know how you will account for this.

REFUNDS and EXCHANGES
* What items in your shop can be returned for a refund or exchange? Are there sanitary issues with accepting returns on your items (in the case of earrings, underpants, bath & body products, etc.)?
* How long does a buyer have to contact you regarding a refund or exchange?
* Under what conditions will you offer refunds? Wrong size? Damage in transit?
* Who is responsible for the shipping cost of returned items?
* Can custom orders (if offered) be returned?

ADDITIONAL INFORMATION
* Does your shop have FAQs? What are they?
* What should a buyer do if there are options such as color choice or size?
* How should a buyer contact you? Convos? Ham radio?
* Do you offer discounts?
* Are you open to wholesale or bulk order requests? Consignment? Custom item inquiries? It's a good idea to let buyers know if these options are available and how to go about getting more information.
* Do you offer special gift wrapping or other gift services in your shop?
* Is your home pet friendly? Do items come from a non-smoking home? Do you craft outside where dandelions may end up in your art? If there are common allergens (like scents, nuts, animal products, etc.) you may want to use this space to notify your customers.
* Do you donate to charity? Buyers like to know this sorta thing about the shops where they spend their money. If you're crafting to save the phytoplankton, let the community know.

Remember, shop policy is just as unique as the handmade items in your shop, so Etsy admin can't decide what is best for you or your business. These are some guidelines to help you get started, so if you're not quite sure what will be ideal for you, perhaps consider asking some more seasoned sellers or find a local entrepreneur who can give you some tips. Don't worry, if you're not quite ready to lay down the law, filling out the Policy Page is optional but be sure to give some thought to your shop's policy before listing items for sale.

Please feel free to post your ideas, theories and beliefs about shop policies in the comments! Direct any questions to support@etsy.com. For sellers wishing to discuss their personal shop policies and best practices, please refer to this forum thread.

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.