etsy problems
etsy, tips and tricks

Dos and don’ts of online selling. Tips and tricks for online sellers

Dos and don’ts of online selling is a highly debated topic. Online selling has its benefits, but in order to be successful there are certain basic rules that sellers should be aware of. Well maybe “rules” is a little harsh, so i guess guidelines should be more acceptable. We shall call them “the dos and don’ts of online selling”.

When we opened our packaging and paper supplies etsy shop i did do some research beforehand and even tried approaching a few experienced sellers in order to get some tips. Now, more than two years and several hundred sales later (those intermediated through etsy), i can say i’ve dealt with plenty different situations and plenty different clients. Also, maybe the most interesting thing of all, i’ve gotten to see and hear plenty sellers’ opinions.

dos and don't of online selling

Probably the most important DON’T for online sellers is: DON’T be rude to your clients! No matter what, you can’t be rude to your clients. Of course, there will be times when clients are unreasonable, that’s a given (you can’t satisfy them all!), but the way you handle these situations is very important.

DON’T reply right away! It’s very frustrating dealing with difficult customers; you are very well aware of the time and effort you put into creating your items, so it’s only natural to feel hurt, but being rude to those clients would actually do more damage to your shop than help in any way. Think it over and only reply once you’ve calmed down. “Sorry” and “thank you” are a huge part of dealing with such situations, so DO use them! Yes, even if the client is obviously unreasonable, they don’t say “the client is always right” for no reason. You might feel inclined to disagree thinking: how could i possibly apologize and be thankful to a client who is rude from the get go? Yes, DO start your message by thanking the client for the feedback (even though negative) and apologize for the fact that your item is not exactly what was needed. Grit your teeth and DO that. It will be a lot better on the long run. It might actually change the client’s opinion in fact. On the other hand, if you’re rude back, the whole situation would just escalate.

– if you’re an etsy seller dealing with a public negative review, it is even more important to use diplomacy. I did talk about etsy reviews a while back so you can find more information about this over there. It is safe to say that difficult customers are not that many, so for the majority of normal, regular customers it will be important to see how you manage a not so favorable situation. These potential buyers will read your reviews and if there are unreasonable comments, they will also realize that. But they will also see your replies and if they are rude, the fact that the initial comment was unreasonable will not matter as much. If, on the other hand, you did use those “thank you” and “sorry” words, the potential buyers will know that they’ll be dealing with professional people

DO communicate! No matter what the situation is, DO reply to your clients / potential buyers. DON’T leave issues unsolved and try to find solutions that work for both parties.

DON’T lie! If you’re having difficulties with the deadlines, try to explain it to your clients the best way you can. DON’T tell your clients their items have shipped if they actually haven’t. Provide accurate information and accurate photos of the items you’re selling.

Well i’m pretty sure we’ll be having other similar posts as there are many DOs and DON’Ts in online selling, but the ones above are, in my opinion, the most important ones. Please feel free to add your own DOs and DON’Ts based on your own experiences!

The Funky Studio team wishes you, as always, a colorful day!


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etsy problems
etsy, tips and tricks

Words you don’t want to hear as an Etsy seller…

etsy problems… or simply an online seller of any kind. Being an Etsy seller surely has lots of advantages, but it’s not always pink cotton candy and unicorns and flowers and rainbows. Remember a while back we talked about one of the biggest problems we have as sellers – shipping problems.

Shipping is definitely a major issue and it’s very stressful as it’s clearly out of our control as sellers, but also out of the client’s control too. So it’s definitely a bummer when a client tells you: “My package hasn’t arrived yet. What’s going on?”

*** Since we’ve already given a few tips on the article about shipping (see above), let’s move on to the next terrifying words you could hear from your clients: “I received the package, but i don’t like the items / the items don’t fit.” Awful, right? Here are some tips to prevent such a situation:

– make sure your shop policies are crystal clear on refunds. For example, if ordered items are personalized, could you actually make a refund? You’d be stuck with the items as you couldn’t resell them, you’d have lost time on making them, you’d have lost money on materials…

– make sure you double check every detail of the order before sending it. Make that a triple check!

– send as many photos as possible and as accurate as possible.

*** Another terrible situation is when a client tells you: “I received the package, but it is not what i ordered!” Etsy sellers are either full time online sellers or they also have a day job too. It is tiring dealing with a day job, Etsy promoting, talking to clients, being active on social media, working on orders, shipping orders, creating new designs, maybe also taking care of the family. It is understandable to make mistakes, so here are some tips in order to try and prevent something like this from happening:

– be organized. Even if you’re naturally not an organized person, make sure you have an organized mess there in your workshop!

– use labels. I’m not talking about something fancy, but simple post-it notes or something similar so that you’ll know at all times what is where.

– step by step and one by one. Don’t start working on more orders at once. If it’s deadlines that you’re worried about, you should consider extending the time frame within you tell your clients that you’ll ship their orders. Better safe than sorry.

*** The final terrible situation you can find yourself into as an Etsy seller is having your client tell you: “I’ve changed my mind. I don’t want to order anymore.” Even though there aren’t any apparent losses depending on the exact time the client has decided not to order anymore, we – as sellers – know exactly what and how much we lost: time, money and materials. Here are our tips:

– communicate. Try and find out what caused the client to change his mind and work your way from there.

– do not send hateful messages to the client. Yes, he might have caused you to waste time and money, but hateful messages won’t bring them back and won’t do any good either. Quite the opposite actually.

– stay positive and don’t get too upset about it. You’ll need that energy for the other billion possible clients who will actually order from you!

Feel free to add your own tips and tricks for these situations or maybe share similar awful situations you had to go through and how you handled them!

The Funky Studio team wishes you, as always, a colorful day!

PS: This is part of the blog articles i’m “rescuing” from the old blog.


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