Not sure where to start after a buyer contacts you via Messages? Reply with confidence using these writing tips and suggestions for handling specific scenarios.

Learn more about answering a help request from a buyer. 

Writing messages to buyers

When replying to buyers:

• Respond promptly to improve buyer trust and prevent issues from escalating.
• Maintain a consistent tone to convey professionalism and reliability.
• Add a personal touch, such as referencing the buyer’s name or details about their order.
• Imagine yourself in the buyer’s situation. Be empathetic to their frustration, confusion, and other emotions.
• Express that you wish to help the buyer, but set realistic expectations for finding a solution.
• Keep your messages concise and use clear language the buyer can understand.
• If relevant, reference your shop’s policies and product descriptions. If the buyer makes a request aligned with your shop policies, it's required by our Seller Policy that you honour your shop’s policies. If the buyer requests something that isn’t in line with your shop policies, work with them to find a solution.

Learn more about essentials for exceptional customer service in the Seller Handbook. 

Communicating about specific scenarios

Be proactive and provide excellent customer service to earn buyers’ trust and create repeat customers. 

Buyers may have questions about or need help with specific issues, such as: 

• Etsy Purchase Protection: If you believe your buyer's issue qualifies for Etsy Purchase Protection, encourage them to open a case for Etsy to review.
• Items arrive damaged or not as described: If a buyer’s order arrives damaged or not as described, offer a refund or replacement. Consider offering a discount for future purchases.
• Missing packages: If a buyer’s package is lost in the mail, view our article about communication guidance and next steps.
• Delivery delays: Delivery delays can occasionally occur, especially with international orders, during peak seasons, or due to outside factors such as weather events or transportation issues. If a buyer contacts you about a delay, assure them you're monitoring the situation.
• Cross-border shipments: When delivering internationally, inform buyers that tracking updates may be limited while the package is in transit between countries or going through customs.
• Customs: Cross-border shipments frequently go through customs, which can cause delays. Packages can be held up in customs for processing, and that can vary with each country. You may want to inform buyers that, at times, it may take 14-30 days for packages to clear cross-border customs.