S.S.A.R.

ETSY
SWIPE FILES
 HOW TO USE
YOUR SWIPE
FILES

S.S.A.R. stands for "Sale, Ship, Arrive, Review".

These are the four unique points of contact
that you'll make with your Etsy buyer to ensure
a flawless customer service experience.

Provi di ng an amazi ng experi ence for your buyers

i s not j ust "poli te"; i t also i ncreases your
probabi li ty of recei vi ng a fi ve-star revi ew,
whi ch helps your search ranki ng and i ncreases
your chances of creati ng a repeat buyer.

These customer servi ce messages are yours

to edi t, copy, paste and use i n your own Etsy
shop. Whi le usi ng these four customer
servi ce messages, be sure to send them vi a
Etsy conversati on. Not by emai l.
 #1:
SALE
SEND THIS MESSAGE TO
YOUR BUYER WHEN YOU
MAKE A SALE

Hi *insert first name*!

Just popping in to say thank you SO MUCH for your *insert

product type* order! You truly made my day, and I can’t
wait to return the favor. If you have any questions, please
don't hesitate to message me at any time.

I'll be shipping your order in the next *** to *** days, so be

sure to watch your inbox for additional updates from me
soon. I’ll be keeping you in the loop, every step of the way.

Thanks again so much for your order and for supporting

my small business!

You're the best!!!

Lots of Love,
*your name*
 #2:
SHIP
SEND THIS MESSAGE TO
YOUR BUYER WHEN YOU
SHIP THEIR ORDER

Hi again *insert first name*!

I have awesome news!!! You may have noticed already, but I just
wanted to let you know that your order has shipped and your tracking
info can be found in your "Purchase History" within your Etsy profile.

Also, I wanted to let you know that typically orders take around *** to ***
days to arrive once they leave my hands, give or take a day or so. If
anything unusual pops up on your tracking, please be sure to let me
know so I can investigate the problem. It usually doesn’t happen- but
I’m here to help if it does.

I'm so excited for you, and I'm absolutely positive that you're going to
LOVE your order (maybe even as much as I loved making it for you)!!!

Thanks so much again!

*your name*

PS: If you love your order when it arrives, a quick message or a review
would absolutely make my whole week *insert their first name*!
Plus- every time I receive a 5-star-review, I do a little
happy dance!
 #3:
ARRIVE
SEND THIS MESSAGE TO
YOUR BUYER WHEN THEIR
TRACKING SHOWS
"DELIVERED"
Hi *insert first name*!
Yay! I see that your order arrived on *___*day and I just wanted to
follow up to make sure that it arrived safe and sound. I worked so
hard making it for you, so I'm always a little anxious while packages
are floating across the map.

If it did arrive and you absolutely love it (and only if you have the
time, of course, no pressure!), it'd help me a ton if you left a quick
review so that others know that my shop is the real deal. You can
do that right from your purchase history in your Etsy profile.

And- if for any reason you have any issues with your purchase
(damage in the mail, I made a devastating error, a mail-monster
took a bite out of the envelope, etc.) please don't hesitate to let me
know.

I know mail tends to be tossed around while in transit so if there

was any damage to the product, I want to be able to fix it for you
asap.
Thank you so much again *insert first name*! You’re the best!

*your name*
 #4:
REVIEW
SEND THIS MESSAGE TO
YOUR BUYER WHEN THEY
LEAVE A GOOD REVIEW

Holy moly, what an amazing surprise *first

name*!!!

I just saw your review and it totally made my

whole day. *happy dance*

You're a true rock star!

Thanks so much again and enjoy!!!

xoxo,

A very happy *your name*

 WHY GOOD
REVIEWS ARE
CRUCIAL

THE PSYCHOLOGY

Fear is the number one obstacle that keeps an

interested buyer from completing a purchase.
A collection of positive reviews expresses
credibility to your shoppers and helps to ease
the fear of completing their purchase.

By nature, humans are "herd" animals. We use

social proof to dictate our decision-making in an
attempt to follow the "herd", or what most other
people are doing. When a shopper sees a
collection of positive reviews, they feel safe
knowing that other buyers are satisfied with their
purchases. In turn, it can lead them to "follow the
herd" and purchase from you as well.
 WHY GOOD
REVIEWS ARE
CRUCIAL

THE SEARCH RANKING

As any good business should, Etsy caters its
service to the buyers of its platform. Because
of this, Etsy ranks shops in search based on
several factors, including their keyword quality
(SEO/relevancy), their number of sales, and
their reputation in the market.

Etsy is more likely to promote sellers who have

a wonderful reputation and great customer
service. Growing your number of positive
reviews is an amazing way to increase your
overall "quality score", as a seller, and to be
boosted higher in search where buyers are
more likely to discover your products.
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