Etsy's Handmade Blog
Service Tips for Sellers: Creating Policies That Work
Story by bethela, emilybidwell, marymary
Published on June 26, 2008 in How-To 		Photo by hobocampcrafts

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
Tags advice, HOW-TO, policies, Seller Handbook, selling, Service Tips for Sellers, shop policy, tips, tricks
All articles in How-To
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58 comments     Login to add your own!

June 26, 2008 at 6:11 p.m. fablehandmadegoods

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

June 26, 2008 at 6:16 p.m. BargainHeadbands

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

June 26, 2008 at 7:36 p.m. jamieribisi

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

...priceless...

June 26, 2008 at 8:24 p.m. hobocampcrafts

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

June 26, 2008 at 11:01 p.m. nanouke

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

June 27, 2008 at 1:50 a.m. phydeaux

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

June 27, 2008 at 4:45 a.m. underthewire

this article is very helpful, tnx.

June 27, 2008 at 12:54 p.m. ThEfReNcHtOuCh

great help!
merci!

June 27, 2008 at 4:53 p.m. LittleAdorables

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

June 28, 2008 at 12:41 a.m. fetishghost

Thanks for the "nuggets of gold".

June 28, 2008 at 12:56 p.m. dragonhouseofyuen

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

thanks again!

June 28, 2008 at 5:55 p.m. sandraeileenjewelry

Great information!

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

Thanks.

Aug. 21, 2008 at 3:25 a.m. MeadowbelleVintage

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

Nov. 9, 2008 at 1:59 a.m. LuLusMeltShoppe

Good article, got some helpful ideas from it

Dec. 28, 2008 at 8:39 p.m. tinybirdsworld

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

Feb. 18, 2009 at 5:09 a.m. pippibean

Thanks! Useful suggestions & info!

March 5, 2009 at 9:23 a.m. VintageDesigns

Thank you for the very helpful info!

May 14, 2009 at 3:21 p.m. OrganicElements

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

May 26, 2009 at 6:13 p.m. animalartista

thanks for the helpful comments

May 26, 2009 at 6:47 p.m. bijougirldesigns

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

May 26, 2009 at 6:52 p.m. sakizome

Extremely helpful. Thank you. This is great!

May 26, 2009 at 6:57 p.m. TheNightjar

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

May 26, 2009 at 7:04 p.m. ksquiltlady

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

May 26, 2009 at 8:56 p.m. ThingsUnseen

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

May 26, 2009 at 9:54 p.m. ALittleWorld

Very helpful. Thank you so much!

May 27, 2009 at 12:17 a.m. signsofmylife

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

May 27, 2009 at 4:38 p.m. EileenGlass

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

May 28, 2009 at 1:46 a.m. MaryNotMartha

This is wonderful information.... here's something else I have in my policies to ensure buyers they can trust the information in the listings - it's also a challenge to fellow Etsians who are selling merchandise inaccurately described:

"I guarantee that all items in my shop are as advertised. This means if the description says "vintage" or "antique", it is! I will never falsify a listing to gain sales - my integrity is your assurance of acquiring exactly what is represented."

May 31, 2009 at 12:41 p.m. into

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

July 23, 2009 at 4:31 p.m. quirkybeauty

Thanks for this article. I needed that info!

July 23, 2009 at 6:09 p.m. meadowgreen

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

July 23, 2009 at 7:56 p.m. jhowardstudios

This was really helpful good advice.
Thank you!

July 23, 2009 at 10:21 p.m. mademoisellemermaid

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

July 23, 2009 at 11:46 p.m. BigGirlJewelry

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

July 24, 2009 at 5:24 a.m. jaroslava

Thank you for valuable information.

July 25, 2009 at 12:16 a.m. kikkucraft

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

July 27, 2009 at 11:55 a.m. lizjewelry

More good advice! Thanks!

July 30, 2009 at 8:24 p.m. nightowlcraftworks

Thank you so much! My shop policies section is now very snazzy! http://www.etsy.com/shop_policy.php?u...

Aug. 13, 2009 at 6:55 p.m. WadeCreations

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

Aug. 13, 2009 at 6:59 p.m. BeadedJewelryBySusan

I have discovered that I really enjoy writing the descriptions to go with my beaded jewelry listings on etsy. It's no surprise ... because I'm a wordsmith, I guess, as well as a jewelry designer. I spent two decades teaching language and then another two copyediting (making jewelry on the side for past 15 years), so the writing part comes naturally to me.

So ... I was wondering if any of you would be interested in getting help with the descriptions. If I had the photos and the materials list, I could probably come up with a reasonable draft and e-mail it to you for copy and paste. Or I could proof, edit, and flesh out your own drafts. I'm not sure yet what to charge for the service, but I want to find out first if there is any interest. What do you think?

Aug. 13, 2009 at 7:11 p.m. ChinChinVintage

great article :)

Aug. 13, 2009 at 8:03 p.m. ArrayedAndAdorned

Very helpful artical. Thanks!

Aug. 13, 2009 at 9:02 p.m. mammysshop

Very helpful info.

Aug. 13, 2009 at 9:21 p.m. TheNightjar

i agree, helps a lot ; )!

Aug. 13, 2009 at 11:20 p.m. PoshPilfer

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

Aug. 14, 2009 at 8:43 a.m. kirevi8

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

Aug. 14, 2009 at 9:40 a.m. berlinerkindl

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

Aug. 14, 2009 at 2:43 p.m. Papersuasion

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

Aug. 14, 2009 at 2:46 p.m. blissthink

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

Aug. 14, 2009 at 5:34 p.m. newsprout

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

Aug. 14, 2009 at 7:59 p.m. COOPERandMOM

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

Aug. 15, 2009 at 12:43 a.m. gratefulbeads

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

Aug. 17, 2009 at 11:49 a.m. dbByDesign

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

Aug. 17, 2009 at 11 p.m. aguilarplace

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

Sept. 10, 2009 at 12:21 p.m. babook

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

Sept. 13, 2009 at 7:43 a.m. CreateInPaper

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

Oct. 6, 2009 at 5:09 p.m. MySweetPrints

Thanks for the great advice!!!!

Oct. 28, 2009 at 11:06 p.m. tbmum

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

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