Search results (title) for: "policy how-to"

Etsy Success Tips: Make Your Shop Work for You

2009-09-10T10:15:00-05:00

Caroline, who runs the successful Etsy Shop Paloma’s Nest, has some expert advice for sellers. Read on to find out some of her tips!

Etsy sellers are known for the time, love, and energy they dedicate to their craft — using quality materials, originality, and great attention to detail. Buyers come to Etsy for a special shopping experience, and your shop is your window to the world. Make sure you are putting your best foot forward so buyers like what they see and come in for more. This post is to encourage you to use the tools Etsy provides to make your shop a success!

Photo by TammysTreasureChest

So, Who Are You, Anyways?

Your Etsy shop is loaded with great products...but is it loaded with great information about you and your business? Your Shop Policies, Profile and Location sections are the perfect places to share this information — they tell your buyer about who you are and what type of shop you have. Part of the process of buying handmade is knowing from where and whom your purchase is coming. Buyers LOVE to know the story behind a product, so share a little in your Profile section!

Basic Shop Policies help to legitimize your online shop, and they can reassure customers that they are making a secure transaction with a reliable seller. After all, this is a business you are running, so be sure you are coming across as a professional. Try your best to not leave these sections blank. For more help with Shop Policies, check out this post: Service Tips for Sellers: Creating Policies That Work. These posts delve into crafting a Profile page and other text bits of your Etsy shop.

Photo by kittybblove

More Than One

Are you ever disappointed when an item you’ve been admiring is sold, or the link you are using is no longer active? Don’t let your lack of inventory be the reason your customers can’t find you! If your designs can be remade (and you are willing and able to create like-designs or multiples), or you are selling supplies, be sure to take advantage of the “Quantity” feature when listing your items.

Many sellers like to list each and every item, one at a time, and then simply relist it when it sells; while this method does give you a fresh listing each time, there are many sometimes overlooked benefits to listing larger quantities of your item at one time.

Some of these benefits include:

Your links stay active — both in your buyers’ Favorites lists, and in blogs and other sites all over the web that may be linking back to your Etsy shop listing.
You can see long term stats on your listing, such as views and hearts, which can be tracked over time and give you valuable information about your product and any marketing efforts (such as Showcase slots). This will also be relevant to your Google Analytics.
You won’t “miss” a sale because you didn’t relist another item quickly enough.
If you're featured in a high traffic area, such as the homepage of Etsy, your item will remain featured until you're sold out. Higher quantity means more sales and more happy shoppers.

Photo by KeysAndMemories

The “Top Three”

The top three spots in your shop carry a lot of weight here in the interconnected world of Etsy. Many Etsians love to shop by searching through other members' lists of Favorite Sellers. Ever notice the three photos that show up next to the avatar on these Favorites lists? They are the first three items (the last three you listed) in your shop — NOT necessarily your "Featured Listings."

Make sure these three most recently listed items are representative of the variety of items available in your shop, or you may be missing out on catching your target audience...if you sell mittens, hats, and scarves, don’t let three hats sit in the “top three.” Mix it up, so it is clear you offer more than one style of items. Take care to notice this each and every time you renew or add a new item listing. It serves as a mini snapshot of your shop.

Photo by Canemah

Photos Photos Photos

Images are your most powerful tool as a seller. Luckily, Etsy offers sellers many opportunities to display multiple images of your product in your shop. Take your “good” photos a step further, and ask yourself if they are living up to their potential as important marketing tools for your shop.

Ask yourself these questions:

Are your photos consistent throughout your Etsy shop?
Do they lend a cohesive look to your brand and convey a strong sense of quality?
Pay attention to the various backgrounds or props you are using in your photos. Are they in line with your shop style and the story you are telling through your work?

Extraordinary images will build recognition for your shop. There are several great photo tutorials and tips offered right here on Etsy's blog; if you combine these tips with your own brand and vision, the photos of your work will stand out in a crowd, both on Etsy and throughout the Internet.

Best of luck with these tips and happy selling!

These tips were first published in the Etsy Success newsletter; sign up here for a plethora of more great tips and advice (and be sure to frequent the Etsy Seller Handbook Series for a collection of all our seller tips).

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

Shipping How-to: the Final Frontier

2008-05-16T18:50:00-05:00

Hey Sellers!

A big shout-out to Dancingcircle who saw a hole in our Beginner's Guide and ended up filling it in. Shipping is so important for our Etsy sellers and she's made a great contribution to making it easier. If you have ideas for useful how-tos to help your fellow sellers, post in the comments below or use our pitch form.

Most Etsy sellers know all about how to get your precious packages from here to there.

Wait. You don’t? Well, welcome to the ever changing world of shipping! It's not always glamorous, but is vital to your online reputation. Here’s a crash course for new sellers or anyone who needs a refresher.

Be Prepared – Create a mini shipping center:
•   Invest in a postal scale — You will probably need to weigh packages in order to determine and compare shipping rates.

•   Have a flexible tape measure handy — Many carriers use what’s called “dimensional weight” and charge by box size instead of weight.

•   Decide what packaging you will use and stockpile supplies —

Some examples might include: bubble wrap, tissue paper, foam or packing peanuts.
Keep in mind that thousands of pieces of mail go through a variety of delivery systems each day. Pack your parcel securely to insure safe delivery.
If you know you’ll be sending boxes regularly it might pay off to invest in a sturdy tape gun and a package of clear, postal grade packing tape.
Whether you plan to buy boxes, order free ones online from USPS.com or use a form of recycled packaging — be prepared. Don’t wait until the pickup time before you start hunting around for a box.

•   Is your item fragile? You might want to affix an alert/warning label to your box.

•   Assemble promotional items such as business cards, thank you notes or care tip sheets you intend to send with your package.

Ok – so now you’re ready to prepare a professional package destined to make it around the world safely.

But how much will it cost and what should you charge your customer?
•   Do your homework and research at least 2 or 3 carriers. Based on price and time in transit, determine which carriers might work out best for your special items. Spend some time playing with shipping calculators: enter random zip codes near and far with different sized boxes and weights.

•   It’s easy to set up your own account through USPS, UPS or FedEx by visiting their websites. Make sure you clearly understand each carrier’s shipping timeframes, if they include delivery confirmation, and where you will need to drop off packages or how to schedule a pick up. Don’t forget to check out their claims or lost package policies.

•   Many sellers save time and money by purchasing and printing shipping labels at home online via PayPal or individual carriers’ websites. You will need to buy labels to use with your printer or have packing tape on hand to securely affix labels to your packages. Do not tape over bar codes!

• If you ship very often, you maybe be eligible for discounts through UPS, FedEx, and DHL.

• Shipping companies usually increase rates about once a year. Pay close attention to service updates and announcements. Reputable carriers advise customers at least a month or so in advance of important changes and you’ll need that time to update your listings to reflect higher shipping fees.

So now you’ve got a pretty good idea of what it will cost to send your package from here to there and how long it will take.
It’s time to set up your Etsy shipping profile. Etsy now offers a specific Policy page where you can lay out all of this information (read the Hello Policy article for more suggestions).

Explain your shipping policies clearly and be sure to let potential customers know:

•   How often or quickly you ship

•   What carrier (or carriers) you use

•   Whether delivery confirmation and/or insurance is offered or included

•   About how long it will take to receive their purchases

•   Whether you offer any “rush” or “overnight” services – especially around the holidays

•   Do not select the “everywhere else” option unless you’re confident you can ship your items “anywhere” for the rate you’ve indicated. Don’t get caught in an embarrassing predicament where you end up paying more for shipping than proceeds from the total sale!

Do you plan to ship internationally?
• If so, consider offering service to just a few countries to start with until you’re comfortable with procedures.   Various countries prohibit certain items and you are responsible for researching import restrictions. The USPS website is an excellent source for detailed restrictions.

• Pay close attention to customs forms. You may need a telephone number for the recipient. Do not check the box indicating “gift” when sending purchased goods through customs. Shipping internationally gets pretty easy with a bit of experience and it’s fun.

Finally – Get to know your mail or delivery person
The old saying “it’s not what you know, it’s who you know” can really help when you’re navigating the often bewildering world of shipping.    Most people love to talk about themselves and their work. A little friendliness can go a long way toward learning the tricks of the trade!

See more tips and tricks for shipping!

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 Update: Shedding Light on Etsy's Non-Delivery Complaint Process

2008-02-26T17:15:00-05:00

Dear Buyers & Sellers,
There has been concern in the community for the past couple of days regarding Non-delivery complaints and how they are handled by Customer Support. I have created a FAQ list below (feel free to post more questions in the comments below). I would love to hear from both Sellers and Buyers about what you think Etsy should do about Non-deliveries, and in what ways the Support Team can improve communication with our members when there is a concern. We are going to be making some changes over the next year to the system, and maybe even our policy. We are toying with some big ideas, and we'd like our community to weigh in!

What is the purpose of Etsy's Non-Delivery complaint system?
-To put the Seller and Buyer in touch with each other so that they work out the problem
-To protect Buyers from deadbeat Sellers
-To prevent a misunderstanding from resulting in negative feedbacks and loss of money
-Because Etsy wants to help

Why does a Buyer file a Non-delivery complaint?
- Buyer has placed an Etsy order and paid for it
BUT
- Buyer has not received goods at promised delivery date
- Buyer has Convoed and emailed the seller, but has not gotten a response

What happens when a Buyer contacts a seller with a Notification a Non-Delivery?
- The Seller gets their first Notification of Non-Delivery on the same day the Buyer files it. As of December 2007, this is a guarantee.
- The Buyer gets further instructions to do the following: Contact PayPal, email and Convo the Seller, and update Etsy with changes to the case.

What does Etsy say to the Seller?
- Etsy asks the Seller to contact the Buyer to work out the problem (we will close our involvement in the case when a Seller is working with the Buyer)
- Etsy asks the Seller to provide proof of shipping to us and the Buyer so that we can close the case
- Etsy includes information about our policy regarding proof of shipping and how to close a case
- Etsy asks that the Seller get back to us so that we know that her account is active
- Each case is dealt with on a case by case basis

How many Notifications does a Seller get?
At least 3 and up to 6.

How long does Etsy wait to hear from a Seller or get a reply to our emails to Sellers?
Every case is different, but generally we keep sending emails for about 30 days.

Why would Etsy ban a Seller in a Non-Delivery case?
If after the process described above,
- Seller has not refunded a transaction as promised
- Seller has not delivered goods as promised
- Seller has not responded to our emails
- Buyer has reported that there is no update on the transaction problem
- Seller does not work with the Buyer to create a solution

When does a Seller get banned?
We try to wait at least 24 hours before closing an account after we have sent the Suspension Notice as a last ditch hope that a Seller will respond. This Suspension Notice usually arrives least a month after the Buyer has filed the complaint.

If a Seller does not have proof of shipping, will they get banned?
Generally, a Seller who is in touch with Etsy and their customer will not get banned. Naturally, a Seller must prove that they sent the product, but every case on Etsy is different. We understand that not every Seller gets proof of shipping, and we are happy to help work out a problem. Each situation is looked at case by case.

What if the Buyer filed a Non-delivery complain by mistake, or the Seller never got these emails, or the Buyer never let the Seller know that there was a problem?
It's OK. We can re-open your account. We can close a case. There will be no mark against you or your account. There are a lot of transactions on Etsy, and sometimes there is confusion about how to report something. Not everybody checks emails, and some people have spam filters.

Can Etsy prove that they sent Notification Emails regarding Non-delivery?
Yes. Contact abuse@etsy.com to get the emails and dates on which they were sent.

What happens to the Buyer when a case is closed?
The Buyer may be able to get a refund through a PayPal claim. Etsy will close the Seller's account, and offer some information and resources to where they can get help next. Local authorities can help, as well as FBI cybercrime, where a victim of a money loss can file a report. The Buyer may also file a complaint with the Better Business Bureau. Etsy is not affiliated or working with these public organizations.

What happens in most Non-delivery cases?
Overwhelmingly, most cases are solved instantly. Our Notifications help with a miscommunication problem, and every case is reviewed individually. Very few cases ever end in a closure, and amongst that group, we feel very strongly that these Sellers do not belong on Etsy. While still rare, there are Sellers on Etsy who have taken money from Buyers without delivering goods. We want to keep it that way in the greater interest of the marketplace and community.

Why isn't this information posted in Etsy's FAQs?
We try to respect the privacy of those going through Non-delivery cases. When a Buyer files a Non-delivery case, both parties are informed of the policies and process via email. The Do's and Don'ts of Etsy are being refined right now, so we should see additions like this when they are re-launched.

What is Etsy doing to make this a more fool proof system?
- We are building a reporting system that will allow Sellers to be notified in ways other than email.
- The new reporting system will allow the Buyer and Seller to update their own case.
- We are improving the checkout system.
- We are improving ways to teach new members about Etsy culture and how to be open to Etsy business communication.

Please comment below with your ideas and constructive criticism! We want to make our policies and processes benefit our Buyers and Sellers!