How to Deal with Difficult Etsy Customers - dummies

By Kate Shoup, Allison Strine, Kate Gatski

Honestly, nearly everyone on Etsy is great. For real. But every so often, you’re bound to run into someone who, well, isn’t. Whether someone on Etsy is rude, demanding, or simply a pain in the patootie, keep these points in mind:

  • Polish your policies. Clear, concise shop policies can go a long way toward heading off problems down the road. Be sure that your shop’s policies are as clear as possible.
  • Don’t take it personally. If, after receiving your beautiful baubles, your buyer doesn’t appreciate their magnificence, that’s on him, not on you.
  • Be professional. However tempting it may be to uncork on a difficult buyer, don’t — at least, not where that person can hear you. Keep all communications firm, polite, and to the point. Oh, and resist the temptation to air your grievances on the Etsy forums. Everything you write there is visible to anyone on the Internet — including your grandmother. Plus, calling out a buyer by name is a violation of the site’s policies, which can lead to your expulsion.
  • Extend the olive branch. Most buyers aren’t evil. They just want to feel like you’re willing to work with them to achieve a happy, speedy transaction. Kindly communicate to them that you’ll do everything possible to make that happen — and then do it.

If you feel that you’ve done all you reasonably can to rectify a problem with a buyer to no avail, don’t be afraid to cut your losses by refunding the buyer’s money. Better to get a problem buyer out of your hair than to kill yourself trying to make him happy.