Copy and Paste Customer Service: Every Etsy Snippet You’ll Ever Need

Never answer the same question again: Just copy this library of incredibly useful Etsy convo snippets!

Sometimes customers ask questions…

And sometimes they ask the exact SAME FRIGGIN QUESTIONS over and over again until you’re pretty sure that Demogorgons definitely exist and you are actually living in the upside down... ⬇️

Let’s reduce the insanity factor, shall we?

Etsy snippets are this magical little thing that keeps me from yelling at my customers daily (and otherwise driving my business into the ground).

I love them so much I’ve even gone so far as to download a text expander so I can use the same snippets EVERYWHERE.

Since every Etsy business is different, let’s review some common scenarios and how you can use Etsy snippets to resolve them:

What snippets do you need?

First and foremost: start by reviewing all the Etsy convos you’ve answered for the last month.

Are there any questions asked by more than one customer?

That’s usually a good sign that you’ll get it again.

Collect these questions and write out the answers with care. Make sure you’re sticky sweet about it…

Customers will always respond positively when you’re over-the-top nice.

(I know — I know, it’s not fun to be nice about shipping, refunds, and telling customers things you *already wrote clear as day in your description* — but we’re gonna do it anyway!)

Spend time on these answers so you NEVER have to create them again.

These little dudes are going to up your productivity big time, so touch them once (do it right the first time) and you’ll never need to repeat yourself again!

Oh and bonus — you only have to roll your eyes ONCE when a customer asks you a stupid question…Because you can just press a button to answer it, then move on with your day! 😉

No more straining those eye roll muscles!

Ready to end the parade of questions-you-definitely-already-answered-in-your-description??

Here are some uber useful Etsy convo snippets that you can steal:

Hasn’t Bought Yet — Wants to know about shipping times

Hi there,

Thanks so much for writing! Here’s some info about shipping times for this item:

Within the US, this item should take 3–5 business days from creation to arriving at your doorstep.

Want your item faster? Get express shipping here: [LINK TO LISTING FOR RUSHED SHIPPING UPGRADE]

Here are standard shipping times everywhere:

US 3–5 business days UK 5–8 business days EU 5–8 business days Asia 7–10 business days Australia 7–10 business days

*Don’t forget during CHRISTMAS (November 1-Jan 5) these times DOUBLE! The postal service can be quite fickle at the end of the year — so please be patient with them, they’re likely overwhelmed!*

Hope this helps! Let me know if you need anything else!

[ YOUR NAME Any URL you want to feature ]

HAS Bought — Wants to know about shipping times

Hi there!

Thanks so much for writing. I’m sorry to hear that you haven’t received your order yet. All items ship from my studio in [LOCATION], and shipping times are usually:

US 3–5 business days UK 5–8 business days EU 5–8 business days Asia 7–10 business days Australia 7–10 business days

I noticed you used my free shipping option. The free shipping option does not come with tracking, so if you would like the most accurate update possible, I’d recommend using the postal service’s mail alerts!

Mail alerts tell you what’s on the way and when it’s expected to arrive. You can set them up here: https://informeddelivery.usps.com/box/pages/intro/start.action

If you haven’t received your item by [DATE that’s 2 weeks from now], I’m happy to send you another. Please get in touch if your order still hasn’t arrived, and I’ll get you a replacement asap!

Thanks,

[ YOUR NAME Any URL you want to feature ]

Please Pay Custom Design Fee

Hi there,

Thanks so much for writing, I’d be happy to work with you on a custom [THING THEY WANT HERE].

This time of year I get a lot of requests for custom orders, so in order to hold your place in line, I request that you pay a small design fee.

Please note that the amount you pay now will be subtracted from your final order price, so no worries!

This keeps your spot for you and shows me that you’re ready to go!

Once you grab your spot in line, I’ll get started for you immediately 🙂

Reserve your spot here: [LINK FOR CUSTOM DESIGN FEE LISTING — try to make this low cost, under $10 is ideal!]

Express Shipping Needed (even if they don’t know it)

Hi there!

Thanks so much for writing 🙂 Based on your time constraints I would recommend you purchase express shipping for your order.

This will ensure your item arrives in plenty of time! If you decide not to go with rushed shipping, I cannot guaruntee your item will arrive on time — I would strongly recommend that you upgrade!

Get express shipping here: [LINK TO RUSHED SHIPPING LISTING]

Thanks! Don’t hesitate to let me know if you have any other questions!

Where’s My Item (Christmas)

Hi there!

Thanks so much for writing. I’m sorry to hear that you haven’t received your order yet. All items ship from my studio in [LOCATION], and shipping times are usually 3–5 business days within the US.

I noticed you used my free shipping option. The free shipping option does not come with tracking, so if you would like the most accurate update possible, I’d recommend using the postal service’s mail alerts!

Mail alerts tell you what’s on the way and when it’s expected to arrive. You can set them up here: https://informeddelivery.usps.com/box/pages/intro/start.action

Please note that the postal service can be a fickle being, and during Christmas, all shipping times often DOUBLE.

It is likely that your item will arrive soon, but please expect delays during holiday delivery times (November through January).

If you haven’t received your item by [DATE], I’m happy to send you another. Please get in touch if your order still hasn’t arrived, and I’ll get you a replacement asap!

Thanks,

Will Reply in 24 Hours

Hi there,

Thanks so much for writing, I’d be happy to work with you on a custom

Within the next 24 hours, I’ll get back to you with a mock-up so you can see how your [ITEM NAME] will look.

Thanks so much, and don’t hesitate to let me know if you have any other questions in the meantime!

Custom Order Standard Greeting

Hi there,

Thanks so much for writing 🙂 I’d be happy to work with you on a custom [ITEM NAME].

I’ve got a sample attached for you below, let me know if it’s what you’re looking for.

Don’t hesitate to let me know if you have any other questions!

Thanks

When you just plain don’t want to answer messages on the weekend/for a couple days…

Hi there!

Thanks so much for writing 🙂

I’m currently away for the weekend, but don’t worry, I’ll be back very soon. Once I get home, I’ll be happy to help you with your request.

I’m returning on Monday morning and I will be answering all messages then! (Don’t worry, you’re on the list!)

Talk soon!

Create Your First Snippet on Etsy

Let me start by saying: As you may have noticed, Etsy isn’t perfect. Once in a while, I’ll add a snippet, and when I go to use it, it’s suddenly missing.

Etsy limits you to 10 snippets, but it does seem that things malfunction occasionally when you get up to 8 or 9.

For that reason, I recommend you start a document in google, dropbox…whatever cloud-based thingy you prefer.

You’ll want to access your snippets from anywhere in case Etsy loses one of them (at the very moment you’ll need it most…)

Just be prepared, and keep a backup of your snippets. And hey, if you ever hire a VA or assistant, they can access your snippets too!

Once your document is all ready to go, here’s how to set up your first snippet on Etsy:

Create a New Conversation

Add your message, Press the “Snippets” Button

Name & Save Your Snippet

Click Snippet Name to Insert

Overwrite Existing Snippet w/Pencil

Delete Existing Snippet w/Trash

Give it a shot, make your customers feel loved, and do it all while avoiding the cuckoo’s nest.

Things that will make this EVEN smoother for you…

Before you set up your snippets, I’d recommed you do the following awesome sauce steps:

(1) Create a listing for RUSHED SHIPPING.

You can see that this is already common practice on Etsy.

To price this item, simply create a listing that costs the same thing 2–3 day shipping will cost. Then, ironically, make sure it ships for free 😂

This prevents you from double charging the customer, and having to refund part of the purchase price!

(2) Have a list of resources and links to help customers

Did you notice how I snuck some links into my convos??

Did you notice how those links take the responsibility OFF me as a seller, and instead leave it up to the buyer/post office to handle the issue?

In the snippets above, instead of saying, “why are you asking me where your item is…You were too cheap to pay for tracked shipping! I’m not the damn post office!”

I say:

I noticed you used my free shipping option. The free shipping option does not come with tracking, so if you would like the most accurate update possible, I’d recommend using the postal service’s mail alerts!

Mail alerts tell you what’s on the way and when it’s expected to arrive. You can set them up here: https://informeddelivery.usps.com/box/pages/intro/start.action

USPS has a RESOURCE that allows customers to take control of their mail — and that reminds them to go *be adults and handle this with the post office* instead of bugging me about it 😂

Or, at worst, it distracts them for a few days (which gives the item a chance to arrive!)

So FIND resources for them! Make a list, and keep a copy of it with your snippets (you know, in that google drive folder I made you create…)

Bottom Line — Snippets will save your sanity.

And bonus, I already wrote the worst ones for you! So steal one or steal them all — and reduce your daily eye roll factor.

Hi👋 I’m Jenni — I’m an e-commerce coach for top sellers 😊

Whether you know it or not, your business can grow as big as you want it. I see it daily, but you’re probably there, alone…Wondering if you’re crazy… I’m here to be a regular reminder that YOU’RE NOT. 🚀

🛍️ Slap that “Follow” button to get shop-specific advice (and make me your secret cheerleader!) 💌 Get my *slightly snarky* ideas delivered straight to your inbox

If you wanna straight up SEE what my sellers making $100,000/month are doing, I literally tell you in the articles linked below ⬇️ ⬇️ ⬇️

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