Etsy's Customer Service Warning
If you’re selling on Etsy, you need to be familiar with this new rule. This new rule has been all over Instagram and it’s been causing some confusion. I have seen people sharing the part of the rule that says if 1%+ of your reviews are poor (1-2 stars), then Etsy can shut down your shop. While that is true, there are several other factors that people aren’t sharing. Today, I’m breaking down all parts of this new rule.
Learn more about Etsy’s Customer Service Warning: https://help.etsy.com/hc/en-us/articles/360036720093?segment=selling
ABOUT THE POLICY
The Myth:
If you have 1% bad reviews, Etsy will shut down your shop. This means, if you don't have very many reviews, one bad review will ruin your shop.
The Facts:
Etsy implemented a new rule, which does state that if 1% of reviews are poor (1-2 stars) or result in a case, then they reserve the right to close your shop. HOWEVER, this is a fraction of the rule.
According to Etsy's Policies, the rule states:
"For shops otherwise compliant with Etsy's policies and expectations, warnings will only be sent if a shop meets all of the following criteria:
The shop's Order Dissatisfaction Rate that is 1% or higher
The shop has three or more orders with a case or low review since its first sale
The shop has two or more orders placed within a 60 day evaluation period that resulted in a case or low review." find this and more about the rule here
The keyword being ALL. ALL of these things have to happen for you to receive this warning. This means that one bad review if you only have ten reviews, is not going to affect your shop.
Once you receive this warning, they are not going to shut down your shop immediately. After the notice is sent, Etsy will reevaluate your shop in 90 days.
In their policy, they also state:
"A shop must remain in good standing with Etsy by providing customer service that is reliable, attentive, and sets clear expectations. This means that:
orders are shipped within the set processing times
items are accurately described in the listing images and descriptions
buyer concerns are resolved respectfully and promptly, and steps are taken to prevent repeat issues." find this and more about the policy here
This warning isn't even a one and done deal. You can receive up to 2 warnings.
Why does Etsy have this rule?
This rule is implemented to help protect both buyers and sellers. If a lot of people have terrible Etsy experiences, then they are going to stop shopping on Etsy altogether. When they do, that affects all of our shops and Etsy as a whole. Etsy doesn't want people to have a bad experience on their platform, just as you don't want them to have a lousy experience with your shop. If you had a retail store, and you had repeat complaints about a brand, wouldn't you stop carrying it? Etsy is doing the same.
What does this mean for your Etsy Shop?
This is scary, I agree. But it's crucial that as sellers, we are informed so we can be proactive.
If you have good customer service, you have nothing to fear.
If your listings are resulting in bad reviews, ask yourself why. Is it because people aren't reading the listings thoroughly before ordering? How can we, as sellers, ensure that people have realistic expectations of our products? If your item is custom and takes time, consider shooting them a message right away to remind them of the time and thank them for the order. You may find that they didn't realize that it would take as long as you stated, and thus they may choose to cancel the order before you even start. By doing so, you eliminate a bad review and client experience before it even happens.
If you're just starting, don't be scared of this rule.
Things to Remember…
Etsy is in it for the money. Etsy doesn't WANT to shut down your shop. Every open shop is making them money and bringing awareness to their brand and to other shops. Etsy is only trying to protect themselves and their buyers by keeping tabs on underperforming shops.
Getting this warning isn't the end of your shop. You can come back. Etsy is giving you a grace period, as well as another chance. Again, Etsy wants your money.
Etsy reserves the right to shut down your shop at any time for almost any reason. Again, they don't WANT to. Make sure you are following all the rules and guidelines according to Etsy to make sure you are not at risk of your shop closing.
Lastly, don't be scared of this rule. It's here to help us all. We can't run our business from a place of fear.
Ready to improve your shop NOW?!
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THIS WORKSHOP WILL ALLOW YOU TO:
Avoid the 3 Big mistakes that are keeping you stuck selling only to your friends and family, instead of to strangers on Etsy.
Do things in the RIGHT order in to make the most of your Etsy shop and your time
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