Etsy Shop Tutorials

Etsy Back to the Basics #1, Shop Policies

One of the most neglected yet what could be most important part of Etsy shops are the Shop Policies.

Often in our haste to set up a new shop and start magically selling or simply as a result of our inexperience, we post a few sentences that we think cover it and forget it ... most likely forever or until a problem arises.

Shop policies are the front line to your shopper's customer service experience with you and your shop. Just like your profile is a place for them to get to know you personally, this is a place for them to learn about you professionally. Here, you will get to let them know exactly what your service standards are, what to expect in terms of delivery and any special details that might separate your shop from the thousands of others they could choose to purchase from.

So, lets break them down one section at a time and look at what should be included.

1. WELCOME: Don't repeat your profile, remember that's personal and this section is about business. You can include a brief introduction, encourage customers to contact you with questions and maybe list current promotions as a reminder.

2. PAYMENT:

* What type of payment do you accept? Let customers know that they can pay through Paypal without having a Paypal account and let them know how.

* Be sure to clearly state when items will be shipped. How many days after payment clears? How long do custom orders take to ship?

* If you accept checks, let them know it could be up to 14 days for payment to clear and items to be mailed.

* Can they upgrade shipping? For how much?

* Do you offer insurance? What is the cost?

* If you leave negative feedback for non-payments, let them know here and include what you will do in an attempt to resolve the issue before reporting the problem. Again, be polite. Although this can be a big problem not only on Etsy but on all E-Commerce sites, sometimes it is a misunderstanding, most often due to the buyer's inexperience.

3. SHIPPING:

* How are your items packaged? Do you make your own packaging? Is it recycled? Will you gift wrap? Anything unique or special about your packaging should be listed here. Describe your packaging both inside and out.

* What shipping company do you use? Do you get a delivery confirmation? With or without a signature?

* What shipping do you offer? Do you offer upgrades? If so, invite the buyer to contact you for details.

* If the Paypal and Etsy address are different, to which do you ship? Offer your buyer the opportunity to let you know which to use in a note to the seller but remember that you lose Paypal seller protection if you don't ship to the Paypal address.

* Do you have a cancellation policy? If so, explain it clearly.

* Do you ship internationally? If so, remind customers that there could be customs delays that could significantly delay delivery of their order.

4. REFUNDS AND EXCHANGES: It's okay not to accept returns. Just be sure to be polite and positive. Say something like, "I'm sorry, but at this time "Shop Name" is not able to accept returns. Please be sure before you buy." This is a lot more inviting than simply stating, "No Returns" and is less likely to make them wonder why.

If you do accept returns, state the terms.

* How many days do they have?

* Who pays return shipping?

* Do you repair or replace?

* What about custom orders?

* What about items damaged during transit?

5. ADDITIONAL INFORMATION: This is your last chance to let potential buyers know about anything they need to before purchasing from you. Think carefully, don't leave anything out.

* If you accept custom orders, talk about it here.

* Reiterate anything special about your items that customers need to know to keep them safe or protect them. ARE THEY SUITABLE FOR SMALL CHILDREN OR PETS? Are materials lead and nickel free? Non-toxic?

* You might want to mention that only currently advertised promotions are accepted.


6. FAQ's Pretty straight forward. If you find yourself getting convos about the same question over and over, just answer it here. Be careful not to sound like anyone would be an idiot for asking. Never, never talk down to your customers - current, future or past.

Be sure to have someone proofread or run your policies through a spellchecker. You don't want to ruin all that hard work with spelling errors, that will make your shop look unprofessional. Be clear and concise without being rude. Try to turn negatives into positives. If you get a convo questioning your policies, answer politely, not everyone interprets things the same way. Take this opportunity to review your policies and see if they need a little adjustment or two.

When you are satisfied, have a friend or teammate read your policies and take any constructive criticism they provide into consideration. Remember, they are a potential customer and you did ask! Finally, read your policies yourself and see if they seem inviting. Would you buy from you?

Here is a link to my policies. Feel free to take from them what you need or tell me where I can improve.

Happy selling!