Editor’s Note: In May 2022 we announced some changes to the Star Seller criteria we made based on feedback from Etsy sellers like you. Check out what’s new here.
Glowing reviews let any buyer who visits your shop know that tons of happy customers have come before them – and inspire confidence when they’re deciding whether to make a purchase. Plus, buyers that leave a 5-star rating are more likely to come back and shop from the same shop than buyers leaving lower ratings.*
Positive reviews are a key piece of criteria in earning a Star Seller badge, making it easier for shoppers on Etsy to know you have a proven record of providing an excellent customer experience. To qualify, you'll need a 4.8 rating average or above for the three-month review period, and you’ll need to meet the other Star Seller criteria, which you can read here.
We analysed reviews on Etsy to see what kinds of words shoppers used to describe the item and their experience. As you might expect, many reviewers mention how much they “love” the items they purchased and how “perfect” the items are for them. But when shoppers write about their experience making a purchase in their reviews, they often mention three important factors:
- Quality: The item they received matched or exceeded their expectations. It was made from the materials they expected, its size was accurate, and the craftsmanship was just superb.
- Customer service: Shoppers mention the great customer service they received – and the extra-special touches that they can only find on Etsy.
- Delivery: When they make a purchase on Etsy, shoppers want to know that their orders will arrive on time. Shoppers frequently talk about delivery in their reviews.
Based on that research, here are a few things you can do in your shop that could lead to positive reviews and get you one step closer to earning a Star Seller badge.
Use your listing description to answer shoppers’ questions
Your listing description is a chance to show off your personality and highlight what makes your products unique, but it should also cover all the “nuts and bolts” type of information a customer would need to understand exactly what they’re purchasing. Be sure to include:
- Detailed measurements so shoppers know the item will work for them or their space.
- A description of the materials used.
- Any notes about what is or is not included in their purchase.
- Additional features that a shopper might be looking for. For example, if a piece of pottery is glazed to be food safe or a tote bag has a pocket inside.
Showcase your product from all sides
Product photography can also help you give shoppers the information they need. Props in your photos give a sense of the item’s size and scale, while close-up shots help shoppers understand the texture.
Include photos and a listing video to highlight your item’s best features, and if you’re selling vintage items, include photos that show any flaws. Check out the Ultimate Guide to Product Photography for more tips.
Set expectations with a clear return policy
A clear return policy can give potential shoppers confidence in the level of customer service they’ll receive from you. It’s a small way to say “I’m here to help.” And while shop policies don’t directly impact Star Seller eligibility, they can help encourage positive reviews by setting clear expectations with shoppers.
If you wrote your own shop policies, you can add Etsy’s return policy template to your existing shop policies – they’re short and to the point. Just toggle the buttons on or off to select the options that work for you.
Try the return policy template
Respond to messages quickly
When shoppers have questions about your products, they want answers right away. In fact, sellers who respond to messages within 24 hours are five times more likely to make a sale than sellers with a longer response time.** Keep in mind – to qualify for Star Seller status, you’ll need to respond to 95% or more of initial messages from buyers within 24 hours (just the first message, not ongoing conversations).
Set aside some time each day for responding to questions. Download the Sell on Etsy App for your Android or iOS device, so you can respond to Messages when you’re away from your computer.
Want to respond even faster? Saved replies let you save bits of text for future messages so you spend less time retyping the same messages. When you’re writing your message, just click the saved replies icon to create a new saved reply or add an existing saved reply to your message.
You can also cut down on the number of messages you receive about custom orders by turning on the personalisation field. That way, shoppers can send you their personalisation details upfront when they check out. Learn more about offering personalisation.
Let shoppers know when their item will be delivered
Shoppers often mention delivery time in their reviews. Keep them happy by setting clear expectations upfront. When shoppers have the information they need, they can relax knowing their order will arrive when they need it.
Delivery also impacts your eligibility for Star Seller – to qualify, you’ll need 95% or more of your orders to be dispatched within your stated processing time and with tracking*** or you purchased a postage label on Etsy.
Update your delivery profile settings with your preferred delivery company and mail classes for different destinations and delivery upgrades. Based on your listing’s set processing time and delivery companies, we’ll show shoppers an estimated date range of when their items should arrive. If you use Calculated Postage, we’ll show an estimated delivery date range automatically; there’s nothing you need to do.
Update or create a delivery profile
Including tracking information when you mark an item as dispatched puts the power to track in your customer’s hands – they can check their email and see exactly where their order is at anytime.
Most mail classes available through Etsy Postage Labels include tracking. When you use Etsy Postage labels, we’ll automatically mark the order as dispatched and send tracking info to the buyer. If you buy your postage labels somewhere else, you can add a tracking number when you mark the order as dispatched.
In the United States, Canada, Australia, or United Kingdom? Try Etsy Postage Labels
Dispatch on time
Always dispatch orders on time. Buyers are more likely to come back and shop from a seller that dispatches orders on time than sellers who dispatch late.*
If things get hectic or circumstances you can’t control mean an order is going to go out later than planned, send a personal note to the buyer to let them know what’s changed. We use the processing times you set for each listing to determine the dispatch-by date. Update your processing times to accurately reflect your workflow and set clear expectations with shoppers.
Surprise and delight with thoughtful touches
Shopping on Etsy is different because each purchase is supporting an individual entrepreneur – you! Let your customers know how much you appreciate their business with a handwritten thank-you note and pretty packaging.
Those little touches that show you went above and beyond will make them smile and could positively influence their review.
Send a thank you coupon
Saying thanks is a nice way to put a finishing touch on a shopper’s experience, and to keep your shop top of mind the next time they need something amazing.
Create a thank you coupon to automatically send your customers an email with a coupon code after their order is complete. It’s a special touch that just might inspire them to leave a great review – and to make another purchase in the near future.
Be sure to subscribe to our seller email list for important updates about your Etsy shop, new features, and personalised tips to help grow your business.
Return to the Ultimate Guide to Starting an Etsy Shop
Return to the Ultimate Guide to Creating a Great Customer Experience
*Based on same-shop repeat purchase rate data between Jan 2020 and Dec 2020
**Based on conversion rate data from buyer-initiated conversations between Jan 2020 and Dec 2020
***Tracking is part of the dispatch criteria if you’re a seller in the US or your shop currency is set to USD. If you’re outside of the US or use a shop currency other than USD, find out how we determine the dispatch data for your country here.
Words by Etsy Staff
