The DON’T DO list, pt 2, to avoid negative feedback

In order to have a successful transaction in internet sales, you need to deliver a great product in a timely fashion, but that is not enough. You must also understand the expectations of your buyers. It is critical to know PayPal’s policies for both buyer and seller protection as well. There are many ways in which good sellers with great products incur negative feedback on Etsy. Some of it is unavoidable, but keeping a high score overall greatly helps your success. As a team of successful sellers with good feedback, we’ve learned how to resolve or avoid most of the situations that result in an unhappy buyer. Here are our best tips to avoid negative feedback:

1) Always reply quickly, and communicate with thorough details and respect. As Estella from Staroftheeast  (feedback score 2333, 100%) says,

Don't keep a question of a buyer or potential buyer unanswered, no matter how bad, negative or annoying the question/problem is. Not answering is the worst you can do, and will only make a buyer very angry :)
p.s. I have seen lots of sellers who got their neg. or neutral feedback because of lack of communication and/or not answering convo's.

handmade necklace entitled Dragon’s Skin from Staroftheeast

2) Give precise details in each listing. Buyers are unhappy when something is larger or smaller than they imagined.

Diane of SignsByDiane (feedback score 855, 100% positive) says:

Please don't leave me guessing just how large or small something is....and since this is a US based site please have measurements posted in inches too.

This Shabby Chic Wedding Sign by SignsByDiane shows the scale of her piece in the listing photo as well as in the listing copy.

3) Take responsibility for your part in the transaction problem. Don’t get overly defensive or blaming- that just polarizes the situation.

As Sarah-Lambert Cook from TuckooandMooCow (feedback score 855, 100%)says:

Don't be afraid to own your mistakes. Customers appreciate knowing and you can often win a fan for life by owning your own mistakes and fixing them right away.

hand painted watercolor earrings from TuckooandMooCow

4) Understand a Buyer’s Rights as interpreted by both PayPal and Etsy.

As Lee of OneClayBead (feedback score 1482, 100%)  has learned:

Don't tell a buyer whose package has just gone missing that they are flat out of luck. Whether you think it is fair or not, you will be held liable for non-delivery in most cases. PayPal will side with a buyer unless you have delivery confirmation and a confirmed address. And even if PayPal sides with you, the buyer can appeal to their credit card holder for a chargeback. So the best approach with a buyer who hasn't received their package is to respond immediately with any info that you have, and a concerned and friendly tone. Make efforts to track down the package. And be prepared to refund all or part of their money if necessary, with courtesy. Having insurance for expensive pieces helps!

ceramic wine goblets, wheel thrown from OneClayBead

5) Actively work towards a win/win resolution. Refrain from unprofessional insults to unhappy buyers.

Heather of HeatherKent (feedback score 691, 100%) wisely advises:

Don't burn any bridges - You don't know which customers will come back and order dozens more items from you! Treat every customer as if they are your only customer.

personalized original art necklace from HeatherKent

Pt 1 of this series is here: http://artisansgalleryteam.blogspot.com/2011/10/dont-do-list-pt-1-shipping.html

Pt 3 coming Monday, 11/24/11

We welcome comments and further suggestions!

The DON’T DO list, pt 1, Shipping

As seasoned Etsy sellers, we’ve learned what you need to do to succeed and thrive. Our most valuable lessons have come from making and observing costly mistakes, so don’t not read this list, as members share the best  from their personal DON’T DO lists.

When you are SHIPPING:

1) DON’T leave a buyer guessing about how and when their package will be arriving.

Jen of SewnNatural advises:

Don't silently take in orders. Once someone places an order, we send them a note (ideally within a few hours) to thank them, confirm their order, the shipping method and timeframe, and let them know we will send them another message as soon as their order ships out. We go over details and shipping info that might not have been noticed by the buyer.

Here is an organic baby hat for sale at SewnNatural, modeled by the cutest baby ever!

2) DON’T assume that a buyer has read all of your shop policies, listing copy, and shop announcement where you’ve specified  vital shipping info.

As Yael of TheJoyofColor says:

Don't take for granted that buyers read all the information in your listing. In your thanks you note to buyer specify again the time it takes for an item to arrive. Especially if you are an international seller, this can save lots of embarrassment.

Pumpkin Hill archival print by TheJoyofColor

3) DON’T “gestimate” postage. You will lose repeat business if you inconvenience a buyer.

Toni of TheBuckToothedBunny related:

Ugh, I had to go to the post office today and wait in line to pay the $.43 postage due on an item that I ordered.

4) DON’T save money with inferior packing material. Reused materials are fine as long as they aren’t ragged and dirty.

This is also from Toni:

Don't skimp on shipping materials, I appreciate when my items arrive clean and in good condition.

Here is a new hand screened bag from TheBuckToothedBunny

This series will continue tomorrow with the Don’t Do list to avoid negative feedback.

Have you found these tips helpful? Have you learned other shipping Don’t Do’s?

By Lee Wolfe of OneClayBead