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.