8/3/2023 0 Comments Etsy conversations![]() You need to ensure that you follow through on any return agreements made in Conversations.Work with buyer’s to sort out problems: Go out of your way to resolve the issue in a way that leaves the customer happy and likely to order from you again in the future.Regularly check your Conversations: Delayed responses will result in buyer’s opening refund cases, returning items or not even making a purchase in the first place.All buyers are encouraged to contact the seller before they open a return - you need to make the most of this opportunity to resolve the problem before a buyer formally asks to return an item: The key to offering the best customer service, however, is to keep on top of your Etsy Conversations (messages). Find out more about improving your dispatch process here. You can minimise the amount of customer service, messages, returns and refunds that you have to deal with by ensuring that listing descriptions and photos are always up to date and accurate.Īccurate fulfilment and dispatch times are also important you need to stick to these timeframes to avoid disappointing buyers. To avoid any restrictions or an all out ban, keeping the level of customer service you offer high is crucial. How to offer excellent customer service on Etsy However, if your shop continually fails to meet their Service Level Standard your shop may be removed from search results or certain privileges will be suspended until your account is in good standingĮventually, if you consistently fall below the Service Level Standard, Etsy can permanently revoke your buying and selling privileges for your account. If you have a good track record with your customer service but start experiencing some issues, Etsy offers recommendations to help you improve. Chargebacks: Etsy will investigate when a buyer disputes a charge and decide if the seller or Etsy is liable for the chargeback.Cancellations: Orders that are cancelled without communication or consent from the buyer, particularly if the order is cancelled after the scheduled shipment date.Not as described cases: Items that are materially different from the listing description and photo, orders where it’s only partly delivered, or non-delivery of a replacement.Non delivery cases: If a buyer opens a case because their order wasn’t shipped within the listed processing time, or they’ve contacted the seller about their order but didn’t receive a sufficient response.These standards are a way of monitoring how orders are handled and ensuring buyers can be confident purchasing through Etsy.Įtsy’s Trust & Safety’ team is responsible for evaluating all orders with problems: Etsy Service Level StandardsĮtsy sellers are expected to maintain a level of customer service in line with Etsy’s Service Level Standards. We take a look at how Etsy monitors your customer service, and share some tips for minimising problems and keeping shoppers happy. Just like any other marketplace, Etsy has its own set of rules and standards to ensure a consistently good buying experience for shoppers. ![]()
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