Star Seller is a way for Etsy to reward shops that consistently offer an excellent customer experience in the areas we know are important to buyers - responding to messages quickly, dispatch and tracking, and 5-star ratings. On the 1st of every month, beginning in September, we’ll determine if you’ve earned Star Seller status by looking back at the last three months of your shop's performance (starting 90 days after your first sale on Etsy).
This checklist covers key steps you can take to ensure the best customer experience, setting your shop up for Star Seller success and continued growth.
❏ Respond to messages quickly.
When shoppers have questions about your products, they want answers right away. Set aside some time each day for responding to questions, and aim to answer questions within 24 hours or less. Response rate is also an important piece of Star Seller criteria: To qualify, you’ll need to respond to 95% or more of initial messages from buyers within 24 hours (just the first message, not ongoing conversations). You’ll also need to meet the other Star Seller criteria, which you can read here.
Tools for success:
- Download the Sell on Etsy App for your Android or iOS device, so you can respond to messages quickly, even when you’re away from your computer.
- While it’s important to personalise the messages you send, you can save time getting started by using saved replies to keep a library of frequently used responses on hand.
❏ Establish your policy on returns and exchanges.
While shop policies don’t directly impact Star Seller eligibility, they can help encourage positive reviews by setting clear expectations with shoppers. Positive reviews are another important criteria for Star Seller: To qualify, 95% or more of your reviews will need to have 5-star ratings.
In your shop policies, you should establish clear guidelines for whether you’ll accept returns and/or exchanges. If a buyer does contact you to coordinate a return or exchange, the first step is to work with the buyer to decide:
- Where the buyer should send the item (generally to your address)
- The time frame in which you want to receive it
- Who will be responsible for the cost of return postage, if you don’t state this in your shop policies
❏ Dispatch on time.
To qualify for Star Seller status, you’ll need 95% or more of your orders to dispatch within your stated processing time and with tracking* or you purchased a postage label on Etsy. Digital orders will not require tracking information.
Dispatch within your stated processing times. We use the processing times you set for each listing to determine the dispatch-by date. Update your processing times to accurately reflect your workflow and set clear expectations with shoppers.
Add tracking, or use postage labels on Etsy. If you’re in the United States you can save up to 30% on retail postage rates by purchasing postage labels on Etsy. Plus, if you purchase a USPS postage label on Etsy, cut down on trips to the post office by scheduling a free pickup from your USPS postal carrier or by bringing them to a USPS postal drop-off location, if available in your area. Learn more about managing deliveries from home here.
Sellers based in Australia, Canada, and the United Kingdom can also save time by purchasing postage labels on Etsy and printing them at home. Purchasing postage labels on Etsy helps automate important steps in the fulfillment process. When you buy a domestic or international label on Etsy, we’ll fill in the buyer’s address and automatically mark the order as dispatched.
Plus, when you purchase a label with tracking on Etsy, we’ll automatically share the tracking number with the shopper and there’s nothing else you need to do to mark the order as complete. Shoppers can rest easy knowing when their orders will arrive.
Mark an order as dispatched only when it’s with the delivery company. This lets shoppers know their order is on its way and gives them a better estimate of when it will arrive. We make it super easy with postage labels on Etsy - when you purchase your postage, just choose the date you plan to drop off the package (up to two days in the future) and we’ll automatically mark the order as dispatched on that date. Learn more about mark as dispatched best practices in Etsy’s Help Centre.
*If you’re a seller in the US or your shop currency is set to USD. If you’re outside of the US or use a shop currency other than USD, find out how we determine the dispatch data for your country here.
❏ Add thoughtful touches.
Let your customers know how much you appreciate their business with a handwritten thank you note and branded packaging. You can also create a thank you coupon to automatically send your customers an email with a coupon code after their order is complete. It’s a special touch that just might inspire them to leave a great review - and to make another purchase in the near future. Those little touches that show you went above and beyond will make them smile and could positively influence their review.
Read How to Get 5-Star Reviews to learn more about encouraging positive reviews in your shop, an important criteria for achieving Star Seller status.
❏ Communicate delays.
If you learn that an item is delayed in transit, tell your buyer as early as possible so they’re not left wondering why their order didn’t arrive when expected. You can let your buyers know about delays and when you plan to dispatch their orders through messages and by using your shop announcement. Communicating proactively about any changes can help ensure a positive experience and more consistent positive reviews for your shop.
Return to the Ultimate Guide to Creating a Great Customer Experience
Words by Etsy Staff
