21 Strategies for Providing Top-Notch Customer Service on Etsy®

A seller on Etsy should always do the 21 things listed below to give the best customer service possible: 

  1. Be as approachable as you can be. Show your email address and phone number in your shop. And make it clear that people are welcome to ask questions. Then, answer questions as soon as possible (within minutes or hours, not days), especially if they come in during regular business hours. When you get a question or a list of questions, make sure you respond to each one politely. And completely (even if you think the question is silly) personalize your communication. 
  2. Try your best to make every customer feel special and valued. Please give them the impression that they are the center of your attention when speaking with them one-on-one. 
  3. Finish and send out new orders quickly and always by your deadlines. 
  4. Make sure that all the content in your shop is written or presented in an upbeat, accurate. And a professional style that caters to your target audience. All of the information you give, especially in the descriptions of your products, should be correct and complete. 
  5. For example, in your shop’s shipping and policies and FAQ section. In your product listings, try to predict your customers’ questions, concerns, and needs and give clear answers and solutions. 
  6. Always be professional when talking to customers and visitors to your shop, especially if the other person is upset and acting strangely. 

  7. Double-check your work to catch errors. Make sure that your products are free of defects, are of high quality, and that all orders are filled correctly and adhere to the customer’s requests. 
  8. After a customer places an order, follow up with them via email to let them know the order’s status, the specifics of how it will be shipped, and when they can expect to receive it. 
  9. Express your appreciation for your customer’s patronage and tell them how important they are to you. As you tell your story and in your profile, you can easily convey this in the “about” section of your shop. You can also show appreciation by sending a thank-you note with an order and a short note written by hand inside the package when you ship your product(s). 
  10. Make sure your customers know about your return and exchange policies: Money-back guarantee, shipping rules, and other important information. Clear and conspicuous signage should be used to display this information. Be prepared to make an exception for your customer if unique circumstances arise. Be patient and adaptable. 
  11. Express gratitude frequently within the shop, for example, on the welcome page and when confirming a new order.
  12. Keep your store clean, organized, and user-friendly. If you sell a lot of your products, create categories for them.
  13. Clearly state that you value all opinions, remarks, and ideas, including those from individuals who are not paying you. When someone complains, acknowledge their concern. Assure them that you will act right away.
  14. In addition to your Etsy® shop, offer free content on social media that members of your target audience will find interesting, instructive, and practical. The use of social media for continuing informal communication (Facebook, Twitter, Instagram, Pinterest, YouTube, etc.).
  15. It would help if you never bothered a client or potential client. For example, only communicate with them once a week if they choose to join your email list. Encourage more casual and regular social media communication in its place.
  16. If a customer has a complaint, address it straight away and take whatever steps are necessary to make them satisfied to prevent them from turning against you and, for instance, leaving you a poor rating or review or complaining about you on social media.

  17. Accept responsibility if a package is lost, harmed, or stolen after it has been dispatched. Track the package and get in touch with the shipper immediately so you can quickly send the customer a replacement and explain what went wrong. Once necessary, file the insurance claim with the shipper. You are in charge of dealing with the shipper.
  18. If you make a mistake, acknowledge it right away and take extra steps to make it right. This could entail offering the client a large discount on their subsequent purchase, free shipping, an additional item, or a partial or complete refund. Admit the error and accept responsibility for it.
  19. Let visitors and customers know that you’re proud, enthusiastic, and grateful to be running your own business, and consider it a privilege to do so.
  20. When you ship your goods to each consumer, make the package opening a pleasant experience for them. Make the receiver feel as though they are opening a gift by including a personalized (and preferably handwritten) thank-you message in addition to it. Focus on what the customer sees and feels as they open the present, such as ribbons and tissue paper.
  21. Ask your customer any questions you may have regarding their order and wait for their response before moving on. Don’t wing it. Ask the customer to clarify any details that are unclear or to provide you with any information they may have forgotten to include with their order, such as a color or size selection, a valid mailing address, or instructions for placing a custom order, by sending them an email or giving them a call.


Your actions in customer service will have a big impact on the ratings and reviews you get. As well as whether or not a customer will buy from you again. Even if the customer only needs one of the items you’re selling, if they love their purchase and enjoy their shopping experience. They may become a repeat customer so that they can give your item(s) away as gifts in the future. Always try to build a long-term and ongoing relationship with every customer. 

Focus on every aspect of the experience that your visitors will have from the minute you start building your shop and providing the content for it and doing everything you can to improve it. Make sure you cater to your target demographic specifically. It matters what they see, how information is presented, how easy it is to get, and how you say it. Your attitude and how you come across to others when speaking with them on the phone or over email are equally crucial.


If a problem or concern comes up, you need to be able to talk to your customers in a clear, concise, ongoing, and professional way. Deal with it and keep at it until you find a solution that your customer is happy with. Never drop the ball or allow a situation to get dropped or ignored accidentally. And if you make a promise or commitment to a customer, keep it.

Every person who visits your shop will have expectations. It’s important that, no matter what, their overall experience always meets or exceeds these expectations. By clearly defining your target audience and developing a true understanding of who these people are. You’ll develop a much better understanding of their expectations, allowing you to anticipate their wants, needs, and concerns to address them promptly. 

Building a successful Etsy shop isn’t just about selling products. You also need to build your brand. This means creating a recognizable identity that customers can identify with. Here are some tips for building your brand:

  • Create a logo and use it consistently across all your platforms.
  • Create content that reflects your brand's values and resonates with your target audience.
  • Use social media to engage with customers and build relationships with them.
  • Use influencers to promote your products and brand.
  • Create unique packaging for your products.

This is where you’ll showcase and sell your products. Here’s a step-by-step guide to setting up your Etsy shop:

  • Set up your shop. This is where you’ll upload your product photos and descriptions, set up your shop policies, and choose a shop name.
  • Activate your shop. Once your shop is set up, you can activate it so customers can start browsing and buying your products.
  • Create your listings. This is where you’ll list your products for sale. Make sure you include clear and accurate descriptions of your products.
  • Promote your shop. You need to promote your shop so customers can find it. You can use social media, SEO, and other marketing strategies to get the word out about your store.

The cost of listing a product on Etsy depends on the type of product you’re selling and the quantity of products you’re listing. For handmade items, the listing fee is $0.20 USD per item. For digital items, the listing fee is $0.10 USD per item. For vintage items, the listing fee is $0.40 USD per item.

In addition to the listing fee, Etsy also charges a transaction fee and a payment processing fee for each sale. The transaction fee is typically 5% of the item’s sale price and the payment processing fee is typically 3% of the item’s sale price plus a flat fee of $0.25 USD.

  • Holiday Shop.
  • Jewelry & Accessories.
  • Clothing & Shoes.
  • Home & Living.
  • Wedding & Party.
  • Toys & Entertainment.
  • Art & Collectibles.
  • Craft Supplies & Tools.

The most common issue is most likely SEO, or a lack thereof. SEO stands for Search Engine Optimization, which refers to how you create the content in your listing so that it can be found on Etsy.

12 Tips for Taking Great Product Photos for Etsy

Attention-Getting Product Listings on Etsy: A Step-by-Step Guide


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