How to Give the Best Customer Service (and boost your sales!)
The Complete Guide to Etsy Customer Service (for Poster Sellers)
When it comes to running a successful Etsy poster shop, great customer service isn’t just about being polite — it’s about creating clarity, confidence, and quick communication that builds trust and drives repeat sales. In this guide, we’ll walk you through what matters most. You WILL run into some annoying customers when selling on Etsy. But, it's all part of the fun 😝
Responding to Messages Quickly
- Your message response time is one of the key metrics Etsy uses to assess your shop, especially if you want to achieve Star Seller status.
- Download the Etsy Seller App so you can reply on the go.
- Turn on auto-replies and set your working hours (pro tip: disable weekends as working days so replies sent then are optional).
- Auto-replies count as valid responses for Star Seller — huge time-saver!
- Even if you’re not always available, showing buyers that their message was received and will be responded to helps ease uncertainty.
Make Everything Crystal Clear
Prevent 90% of your messages by making your listings and shop info as clear as possible:
- Posters arrive unframed by default? Say it clearly — in the description, title, and maybe even an image.
- List print sizes in both cm and inches so there’s no confusion.
- Fill out your shop policies and FAQs — cover common issues, from delivery times to refund policies.
The fewer unknowns buyers have, the fewer surprises — and complaints — you’ll deal with.
Responding to Reviews
Responding to reviews (especially glowing ones!) can build trust with new visitors who scroll through your feedback before buying. Even just a simple “Thank you so much!” adds a personal touch.
Handling Issues & Difficult Customers
Things will occasionally go wrong — prints get damaged, delayed, or lost in transit. How you respond makes all the difference:
- Always stay calm, helpful, and polite — even if the customer isn’t.
- Ask for photos of any damage to back up your case (and to send onto PrintShrimp!).
- Offer replacements or partial refunds where it makes sense.
- Make use of Etsy Seller Protection so you’re not out of pocket for courier mistakes.
- Don’t be afraid to stand your ground if someone is being unfair or demanding — back yourself with clear policies and a confident tone.
You can’t please everyone, and that’s okay — just do right by the reasonable majority.
Proactive Info in Your Listings
Customer service doesn’t start in the inbox — it starts in your product listings. Be proactive by including:
- A size chart showing all available dimensions (in cm + inches).
- Images showing scale (e.g., posters above a sofa or bed).
- Notes on paper quality, finishes, and unframed delivery.
The more confident a buyer feels before purchase, the better.
Fill Out Shop Policies & FAQs
Don’t skip these sections. Etsy has built-in templates for a reason:
- Clearly state your refund, return, and replacement policies.
- Clarify processing times and estimated delivery.
- Let buyers know how to contact you about problems.
These protect you during disputes and help reduce buyer confusion.
Star Seller Tips
Want to earn Etsy’s Star Seller badge?
- Respond to messages within 24 hours (auto replies count!).
- Maintain on-time shipping and accurate dispatch dates.
- Aim for consistent 5-star reviews.
Star Sellers are rewarded with increased visibility — and customer trust.
Sales, Coupons, and Discount Strategy
Etsy automatically helps you convert warm leads:
- When someone adds to cart or favorites your item, Etsy can send them a 10% off coupon (if you enable it).
- This improves conversion, boosts customer experience, and creates urgency.
- You can also create manual discount codes or sitewide sales during key periods (e.g., Black Friday).
Even small discounts can increase conversion dramatically without hurting your margins too much.
Final Thoughts: Great Service Builds Long-Term Sales
It’s not just about avoiding bad reviews — excellent customer service creates loyal buyers and better visibility on Etsy. Whether you’re just starting out or managing 1,000 orders a month, clear communication, proactive info, and quick replies go a long way 😝
Customer raised an issue you aren't sure how to answer? Get in touch with PrintShrimp! We are here to help 😎