Overview Customer service schmervice. It's certainly not what gets you out of bed in the morning. But don't get it twisted...these are the people that allow you to pursue your passion. Be intentional to keep a spirit of gratitude, and cultivate the character of your shop through your interactions with them. It can be easy to get bogged down and frustrated, but proclaiming your innocence will alienate your customer and further their disappointment. (Thinks to self: *but I put that information in the listing* or *but I sent it to the address you listed* or *but I told you it might appear a different color on your screen*.) Breathe. You are a customer too, just not in this moment. I cannot stress enough how important it is for you to commit to treating your customers the way you would want to be treated. Sometimes this will look like sending a replacement item, expediting shipping, or providing a special promo code. In most cases, helping a customer comes at a financial cost to you, but my advice is prioritize the person over the profit. These small gestures make a lasting impression on your customers, turning a casual purchaser into a loyal customer. This is a marathon not a sprint, so you're aiming to swallow short-term losses for the long-term gain. And should you ever make a mistake...own it, offer ways to remedy it, and give your customer control back by asking what feels fair. I regularly find that an empathetic and supportive response can diminish any tension or frustration that a customer has expressed. One final piece for pattern sellers: If (when!) someone purchases a pattern thinking it is a final product, always always always issue a full refund. I know most of us have a no refund policy on digital downloads (which is totally fair to enforce on makers), but I recommend helping these particular folks out of their bind. On Common Questions For common questions, I recommend creating Etsy Snippets. If you're not familiar, these are pre-written responses that you're able to save and easily send within conversations. To give you an idea of how to take advantage of them, I've listed a few examples below. FAQ: "I'm local, can I pick up in person?The snippet then has my address, directions, and a promo code to waive the shipping costs. FAQ: "How do I style this scarf like the photo?"The snippet then has my instructions, and a link to a youtube video. FAQ: "Do you offer wholesale?"Snippets for both yes here's how to order, and no, not at this time. <When there is an error with the buyers shipping address>"I've got your order all ready to go out, but I'm getting a warning that USPS does not recognize the address you provided. < specific discrepancy > I'm happy to send it as is, but I always like to double check when this happens just to make sure nothing gets lost in the mail. Look forward to hearing from you!" FAQ: "Help! Where do I download my pattern?"No problem at all :) • Go to etsy.com on your computer • On the top right, click your avatar labeled "You" • From the dropdown, select "Purchases and reviews" • You should see all patterns here, with a "Download Files" button off to the right Let me know if you have any further troubles. Happy making! FAQ: "When are you going to ship my item?" (after ordering a pattern) Hi xx, You've actually purchased a listing for the DIY pattern download. Since it sounds like you were hoping for a finished product I'll issue a full refund now :) Best, xx