Search results (tags) for: "shop policy"

Seller How-To: Fostering Repeat Business

2008-12-18T11:15:00-05:00

I ran some very scientific and fancy tests here at the Etsy Labs and I found out a few things about customer loyalty.

It costs a whole lot more (or some might say, a heck of a lot more) to gain a new buyer than to retain your current buyers.
When those buyers come back, they spend more! This is because when they do come back, they trust you a little more and are willing to spend a little more.
Return customers are also more likely to chat up your shop to friends. So here are some things to think about to help you build a great group of loyal customers.

Create new “episodes”. I’m sure you’ve been a loyal follower of a sitcom or drama. Why is that? You felt “connected” to these characters and plot developments, right? How can you get your customers to tune in?

Be consistent! Give your customers something to tune into every week. A new design weekly, perhaps?
How about updates on your life as an artist? Put these in your shop announcement. Short, sweet, statements that keep your customers connected and wondering what you might be up to next week.
Weekly blog posts on certain subjects, etc. Tuesday Etsy Picks, Wednesday How-To’s, Thursday’s Free Print of the day. Make sure you link back to your Etsy shop often!
Be a little eccentric. Adding a little bit of intrigue always helps! Don't be afraid to be yourself.

Before the sale

There are a few things you can do, even before you've made a sale to your new loyal customers, to ensure they'll be satisfied.

Make sure you have great policies in order but don’t over promise!
Pay attention to all the little details - keep your item photos and listings as accurate as possible.

Wow Your New Customer

Make it personal right away! Just after a sale be sure to:

Let your buyer know the item has shipped and provide a tracking number if possible.
Ask them to let you know when the receive the item, and to leave feedback if they are happy!
Let them know if they have any “questions” (never use negative terms like “problems” or “issues”) that you are happy to answer them.

Turn That Package into a Gift

Packaging! Make sure that package is wrapped up properly. You want that item to arrive un-jostled!
Make it fun to open. A simple ribbon can turn that purchase into a personal gift for the buyer.
Include a handwritten note. Be sincere and as personal as possible. What do you know about the buyer? At least comment on their location if you have nothing else to go on.
Make sure they know how special they are to you (and they are!)

Stay Connected with your Fans

Think of your core group of customers as your fan base. Here are some things you can do to make sure you stay connected:

Feedback! (Personal feedback, look for clues in your buyers profile, note to seller, or other communications.)
Ask your buyers to sign up for your mailing list and send out questionnaires.
Follow up convo.
A “shout out" on your blog or twitter for special sales or return customers.
Customer appreciation specials (buy 6 soaps this year and your 7th soap is free!).
Chances are, those who have signed up for your mailing lists are past customers. Send out specials that only those who have signed up will know about.
Ask your customers for their help getting the word out! And reward those who do.
Going on vacation? Let them know with a mailing list blast, blog post, shop announcement and Etsy’s vacation mode.
Unveiling a new line? Let your past buyers in on the secret first!
Keep a file with those customers who are on your mailing list along with city. That way if you are doing a show near them you can send out an email!

There you have it: my tips to keeping buyers 'tuned in' to your Etsy channel. So, sellers, how do you keep your buyers coming back and choosing handmade? I'd love to hear it in the comments below!

Don't forget to check out the Seller Handbook - all our how-tos about running your Etsy business!

Service Tips for Sellers: Creating Policies That Work

2008-06-26T17:12:00-05:00

Dear Sellers,

Recently, a shop policy section has been added to shop profiles, creating an easy to find, centralized place for individual shop policies. Although creating shop policies is not mandatory, it may be a good option for you. Clear policies let your customers know what to expect; it's is a good way to earn trust and confidence. Specific information about shipping, returns, etc. will help customers feel at ease.

The following are some tips, advice, and seller testimonials on how to craft a shop policy that works:

Create fair policies —
Offer a policy that you yourself would most appreciate as a customer. Policies are meant to protect both you as a seller and your buyers as well. Consider that a customer who is reading your policies is looking for assurances that it is safe to do business with you.
- jenngee uses her shop policy page, "...but I've felt free to 'break [my policies]' when needed (accepting a return long after the return window closed, for example). The rules simply give me something to fall back on, but if I feel that good customer service requires that I bend the rules a bit. I'm not afraid to do that at all."
Stay positive —
Steer clear of negative or concerning phrases like “buyer beware," or “I don’t take any responsibility.”
Keep policies simple —
Policies that are overly wordy can sometimes be confusing and may turn a customer away. Craft your policies in clear, concise sentences.
Refunds and exchanges —
Your buyers will want to know if you accept exchanges or returns. Make sure to include under what conditions you will accept an exchange or return and within what time frame. Think about the whole process, including who is responsible for the cost of shipping the item back.
- ChristinaPerdue describes her policies: "I think adding a blurb about...your return policy (including who pays shipping fees if an item is returned), and what happens if a package gets lost is essential."
Describe the payment methods you accept —
Do you only accept PayPal? Do you accept "other" payment methods? Describe clearly how you will handle different payment types and how you will invoice the buyer.
Custom and duty fee polices —
The number of international buyers and sellers is growing everyday. Clearly stating your policies on custom and duty fees, whether you cover them or expect your buyer to cover them, may eliminate future confusion.
- terrain explains: "As an 'international' seller, I find it is vitally important to inform my customers that they are responsible for any charges that importing merchandise might incur. So I have this in my policies: 'Please note that buyers are responsible for any and all duties and customs charges that may be incurred.' It is simple and understandable and covers the gamut of taxes and tariffs that various countries may charge."
Describe your shipping policies —
The policy section has a sub-section for shipping policies. This is the place to describe when you ship; for example, every Tuesday, or within 2 days of purchase. If you offer upgrades or alternative shipping options, be sure to describe them here. If you accept special requests, describe how the buyer should contact you to discuss.
Note that your item is handmade —
Even though most items are handmade on Etsy, it's good to remind buyers that your items are unique and no two items are alike.
- BeadsInTheBelFry notes: "I think it's important to emphasize the handmade nature of one's items. I have this little bit in my policies. 'PLEASE NOTE: All pieces are created by hand, so no two items are identical. That's the beauty of the product! Please allow for slight variances from what is shown in the made to order photos.'"
Describe your packaging —
Let your customers know how you package your items, if you use recycled materials, etc. It will help them know what to expect.
- AbbaDabbaBags describes her packaging policy: "I added the specifics of how I package my bags. I have had a person specifically request a brand new box, so I'm glad I put that choice in my policies. Personally, I appreciate it when people re-use them for my purchases. 'I place each bag in a plastic bag and ship in a box so they get to you in perfect condition. I do like to reuse like-new boxes when possible, but let me know if you prefer a brand new box.'"
Other policies and additional information —
Do you offer gift wrapping? Do you have policies that do not fit into any of the listed categories?
Adhere to Etsy rules and the law —
Make sure your Etsy shop policies are in line with Etsy's TOU and Do's and Don'ts, as well as all of your local country and state laws.

For most sellers, developing shop policies is an ongoing process that goes hand in hand with learning what works and what doesn't work for your shop and the types of products you sell. Shop policies are as unique as the handmade items in your shop, so take some time to develop policies that will work for you.

For more great tips, see this forum thread or this shop policy article!

We'd love to hear what policies are working for you and your Etsy business. Please share your experiences with us in the comments below.

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

Tech Updates: Shop Policy Glitch

2008-05-22T17:33:00-05:00

UPDATE: This issue seems to be working now, but if you have any more problems, please report to the Bugs Forum.

We've had recent sporadic reports of some sellers having their policy pages being "cleared out" some time after they've been filled with content.

We have been unable to reproduce the issue thus far, but you can help us expedite the bug extermination process by providing us with some more information.

1. Which fields did you fill out? Were any left blank?
2. Can you tell us about the last thing you did before you noticed the policies being "cleared"?

With your help, we should be able to rectify this issue quickly; please post all your findings in this related Bugs Forum thread. While this bug has effected a small percentage of our community, we recommend that you take a minute to save a copy of your written shop policies into another document on your computer in the event you need to recover them later.

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.