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As an online seller, one of your greatest assets is your reputation, especially if you sell on handmade and artisan marketplaces like Etsy. On independent creator marketplaces, buyers look for more than just the most attractively priced item from reseller who can offer them the fastest shipping; they're on the hunt for something truly one-of-a-kind, something they can confidently give as a gift or an item they'll cherish for themselves for years to come.
Your reputation as a seller is a factor is largely built on your customer reviews – the more positive reviews you have, the more sales you're likely to get. The catch here is obvious: how to get reviews on Etsy without having the positive reviews that drive sales beforehand? While there's a definite feedback loop (no pun intended), it is possible to get sales on Etsy with no reviews to get your foot in the door, but maintaining a positive trend that results in more positive feedback and more sales takes consistent work.
In this guide, we'll go over how to get reviews on Etsy, share some tried and tested methods for increasing positive feedback, and understand how to get more reviews on Etsy without violating Etsy's policies. Keep reading for a full breakdown of what makes Etsy feedback so important, an overview of how to jumpstart and maintain a flow of positive Etsy reviews, and the dos and don'ts of encouraging customers to leave you reviews on Etsy.
Why Reviews Matter on Etsy
Your reputation on Etsy is comprised of your seller badges and your customer reviews. There are three types of seller badges: Smooth Shipping, Speedy Replies, and Rave Reviews. Sellers on Etsy who have a buyer review rate of at least 95% 5-star ratings become eligible for the Rave Reviews badge. But reviews are much more than a way to get another seller badge – they're an integral part of running a successful Etsy Shop. Before we move on to how to get reviews on Etsy, we'll take a moment to understand why you need those reviews in the first place by going over the potential benefits of positive Etsy reviews. We'll understand how positive ratings result in better listing visibility in searches, establish trust with shoppers, increase conversion, and result in better overall performance for your products on Etsy.
Impact on Search Ranking and Visibility
Your seller performance on Etsy has a direct impact on the ranking of your listings in buyer searches. If you think about it, it makes perfect sense – Etsy wants to prioritize listings that will result in more sales and positive buyer experiences. And as a significant component of your overall seller performance, buyer reviews have a direct impact on your listings' visibility in buyer searches on Etsy. In fact, Etsy flat out says as much in the Etsy seller handbook. Your listings search ranking will in turn have a direct effect on your sales volume, and on your ability to get more reviews on Etsy going forward.
Building Trust with Customers
The purpose of reviews is to allow shoppers to see what type of buying experience they can expect when they buy from a particular seller or purchase a certain product. Customers are far more likely to trust the reviews of other customers, which makes Etsy reviews a valuable tool for building trust with shoppers. In other words, if other customers vouch for a seller or a product, other customers are more likely to choose to purchase from that seller.
Influence on Purchasing Decisions
The experiences of past buyers – as well as your interaction with any critical feedback – speaks volumes about who you are as a seller and what kind of buying experience you provide. Feedback lets customers express in their own words what their buying experience was like, and your replies to critical feedback let potential customers know what kind of service they'll receive if things don't go smoothly. If customers see good product and seller reviews on a listing, they can be confident that they'll have a good shopping experience, and they'll be far more likely to place an order with you.
Getting Stated: How to Get Your First Reviews on Etsy
As you've likely noticed, there's a clear stumbling block with the Etsy review system – it's incredibly hard to get good reviews if you don't already have good reviews to boost visibility, establish trust, and drive conversion. If you're stumped on how to get sales on Etsy with no reviews, you're not the first; many sellers on the platform often have a very hard time reaching "critical mass" when it comes to reviews. Nevertheless, it's absolutely possible to jumpstart your reviews and get your foot in the door, so to speak. Below, we'll explore four tried and tested methods for getting more reviews on Etsy and examine the pros and cons of each.
Asking Family and Friends for Initial Reviews
No matter the platform, many sellers can attribute their first reviews to the kindness of friends and family. While you can have them say anything you want, you should avoid bombastic claims, and steer clear of any reviews that are patently false. Instead, use the opportunity to publish reviews that highlight different benefits of shopping with you, and are positive in terms of star rating (4- and 5-star reviews). You could have one review say that shipping was fast, for example, while another could compliment the packaging. All reviews should include a positive review of the product. We recommend taking this opportunity to get genuine feedback in a safe way – ask people to give you their real, honest opinion on the item, the packaging, and shipping, and to give you constructive criticism from a customer's point of view. In our experience, the opportunity of having a few "safe" selling experiences is just as valuable as the reviews they offer, since they give you a way to troubleshoot your order fulfillment process before you begin selling to real customers.
Reaching Out to Previous Customers
Once your listings begin to get some traction, you'll start receiving orders. Orders, however, don't necessarily translate into reviews. In fact, studies show that only around 5-10% of transactions result in buyer feedback. If you see that your sales are steadily increasing but the number of your Etsy reviews are not, consider reaching out to past customers who've had a good experience (i.e. nobody who reached out to you regarding a delayed shipment or received a broken item) and ask them to leave feedback. Per Etsy's policies, however, you cannot incentivize them to leave you feedback (no promises of future discounts or knocking 10% off their order if the leave you a positive review), nor can you explicitly request that they leave positive feedback.
Including a Personal Note in Packaging
Etsy shoppers choose Etsy for a variety of reasons, but one of the biggest ones is that it's a smaller marketplace with small business creators. Get more Etsy reviews by leveraging the marketplace's small-business-oriented, community feel by including a personal note in your shipments. Your note should include a thank you to your buyer for choosing to support you, a small business owner and independent creator, and ask the buyer to get in touch if there is any problem with the order. If you can go the extra mile and make the note hand-written, even better. Finish the note off by explaining how valuable Etsy reviews are to sellers, and that if they had a positive experience, you would appreciate if they could take the time to leave you a review. Again, don't incentivize – simply ask the buyer. While many won't take the time to leave feedback, some will certainly appreciate the personal gesture and take a moment to leave you a positive review.
Follow-Up Messages to Customers
Your job as a seller is not over once you've shipped out an order. As important as it is to carefully pack and ship out orders on time, it's no less important to follow up with your customers to ensure that their item and overall shopping experience met their expectations. This not only shows that you take customer service seriously, but also gives you an opportunity to ask happy buyers to take a moment to leave you a review on Etsy.
We recommend sending out an automated email timed a few days after delivery to check in with your buyers and be proactive in addressing any issues. Let them know that you'd love to hear from them if they require any assistance, have any constructive feedback, or if anything is wrong with their order. In the same email, you can ask buyers to leave a review if they've had a positive shopping experience and are happy with the item they've received. Remember, don't offer any incentives in return for positive reviews, and don't explicitly request positive reviews.
Strategies on How to Get More Reviews on Etsy
Getting more Etsy reviews requires a varied and multifaceted approach to selling, one that prioritizes customer service, craftsmanship, materials, and listing quality. In our experience, sellers who try to take shortcuts with their items while trying to artificially inflate reviews will quickly find their Etsy reviews reflecting the reality of the shopping experience they offer. Instead of shortcuts, we'll go over tried and true strategies for improving your buyers' shopping experience, which, when paired with the right level of follow-up and outreach, can result in a steady stream of positive reviews for your Etsy Shop.
Providing Excellent Customer Service
The importance of good customer service in ecommerce cannot be overstated. Even in cases where something has gone awry – delayed shipment, item damaged in transit – good customer service can turn a negative experience into a positive one, and a potential negative feedback into positive feedback.
Excellent customer service means more than just replying politely to customer messages, however; excellent customer service is proactive, and strives to create a positive and personalized shopping experience for each and every buyer. Think personalized emails (no "dear customer") and handwritten thank you notes tucked into careful packaging, for example. Most importantly, however, excellent customer service requires a willingness to work with customers to solve problems, even if the problem isn't your fault. Ultimately, you're responsible for your buyer's experience, and if the delivery driver decided to throw the custom handmade mug you lovingly made and carefully packaged forcefully enough for it to arrive broken with your buyer, it's on you to make it right. Sort out any insurance claims with the courier later, but first ensure that you've made the order right for your buyer.
Using High Quality Images and Descriptions
On Etsy, product images are the first thing buyers see when they're shopping for their next unique piece. Having a product image that encourages buyers to click into your listing is the first step towards making a sale, which is why it's so important to invest time and effort into taking quality listing images. You'll need to take several high-quality photos of each product to use for its respective listing, with each image showcasing a different feature and convincing shoppers to add the item to their cart. To get the most out of your Etsy product photos, we recommend using Etsy's product photography guide, an extensive guide for Etsy sellers which breaks down the different types of product images and when to use them.
Just like your listing photos, your item descriptions must be accurate and carefully written. Take the time to conduct thorough keyword research for each listing, and incorporate the keywords naturally into the item description text. While it may seem counterintuitive, try to avoid using a heavy-handed marketing tone in your description. Instead, remain factual and informative, while utilizing rich descriptors to entice shoppers to add the item to their cart. For example, instead of saying "the best coffee mug" you could say "a hand-crafted shino-glazed mug in warm earthy tones." The former is a subjective claim, while the latter is an accurate and factual description that also evokes feelings of authenticity, craftsmanship, quality, and individuality.
Accurately Representing Products
As an Etsy seller, it's your responsibility to ensure that your product listings represent the items you're selling honestly and accurately. This is especially important in online commerce, since buyers cannot interact with or see the items in person prior to purchase. Accurate representation means taking high-quality photos and writing optimized descriptions, of course, but there's more to it than that. Below, we'll touch on four of the most important things you want to get 100% right in your Etsy product listings: listing images, product descriptions, shipping estimates, and packaging/presentation.
Product Images
As mentioned above, your product images are your one and only chance at a good first impression. If an item's main listing photo doesn't get shoppers to click, you've missed your chance of making a sale. No less importantly, however, the listing images must accurately represent the item. This means showing the item as it appears in real life, and not intentionally misleading buyers with the images. This doesn't mean you can't do any photo processing, only that you should do it within reason; you can slightly adjust the contrast to make gemstones appear as they would in person, for example, but don't add fake sparkles to them to make them appear more polished than they are.
Product Descriptions
While they serve as a prime opportunity for incorporating keywords for SEO, your product descriptions are first and foremost an opportunity for you to accurately convey to shoppers what they can expect to receive if they place an order with you. This means your description, along with a description of the craftsmanship and materials that went into making the item, should include things that cannot be conveyed in product images, such as weight and dimensions. As we touched on earlier, make sure your descriptions are just that: descriptive. They're not the place to make subjective claims, but an opportunity to describe your item in a way that convinces shoppers to make a purchase.
Shipping Timeframe
While Etsy gives sellers a relatively large amount of leeway in determining their shipping speed, they expect sellers to adhere to their own shipping timeframes. Shorter timeframes are often more desirable for shoppers, but it's crucial to only advertise shipping and handling timeframes you can actually commit to regularly. If you cannot meet your shipping timeframes, your buyers are far more likely to be disappointed and leave you poor reviews on Etsy, and your seller metrics will ultimately suffer.
Packaging and Presentation
Las but not least, it's a good idea to show your item's packaging and presentation in your listings. Many shoppers look to Etsy to find a gift for a loved one, which often makes packaging a key factor in their purchasing decision. While you can (and should) offer gift wrapping at an added cost, we recommend you ship all your items out in attractive packaging. Unboxing is an experience in and of itself, and a good unboxing experience should represent your brand in a positive light. Use quality packaging in a cohesive, brand-aligned color palette, add a personalized handwritten note, and create an unboxing experience that not only showcases the product, but positively reflects on your Etsy Shop and brand.
Ask for Reviews in a Polite and Personalized Way
Finally, a good way to encourage customers to leave reviews on Etsy is to simply reach out and ask them. Many customers will be happy to go the extra mile and leave a review if you reach out to them in a polite and personalized way, provided they're happy with their order, which is why it's important to first check in with buyers to ensure that they're happy with the item they received, and that it has indeed received with them within the expected time frame. You can either take this opportunity to politely ask for feedback, or opt to ask for feedback in a separate follow-up message, which should ideally reach the buyer only when you're certain that their buying experience warrants a positive review.
Dos and Don’ts for Asking for Reviews on Etsy
As we outlined above, there are many ways to encourage buyers to leave reviews on Etsy. One of the most successful ways to do this – provided you've ensured that the buying experience and item are worthy of a positive review – is simply reaching out to buyers and asking them to leave a review. But while this is a great way to get Etsy reviews, there are some important dos and don'ts you must adhere to when you reach out to your buyers and ask them to leave feedback for their order. In this section, we'll go over these dos and don'ts, and understand why it's important to adhere to each one.
Do: Send a Personalized Message
For buyers, part of a good shopping experience is the feeling that they're not just another order, but a valued customer. One way to do this is to ensure your messages are personalized. Some degree of personalization – referring to the customer by their name, including a handwritten thank you note in their order, etc. – goes a long way towards making the customer feel valued, and increases the chances that they'll respond positively to your request.
Don’t: Offer Incentives for Reviews
Directly incentivizing buyers to leave you a review is against Etsy's policies, and could result in problems for your Etsy selling account. Incentivizing reviews means offering something to the buyer in exchange for a (usually positive) review. This could be a discount on their current order or on a future order, a free item, an upgrade to their shipping, or anything else offered to the buyer in exchange for a review. You can, however, make such gestures and then ask the buyer to leave a review. This way, you're not making them contingent upon the buyer leaving you a positive review, while still establishing goodwill that can encourage the buyer to do so.
Do: Follow Etsy’s Guidelines for Asking for Reviews
When communicating with buyers to ask for a review, it's important to adhere to Etsy's communication policy. Don't spam, don't harass, don't contact anyone if they've asked you to stop. Instead, follow the policy and maintain polite communication with your buyers. When asking for a buyer to leave you a review, don't ask repeatedly; reach out to them once, and if they've not been receptive to your request, don't ask again.
Don’t: Spam Customers for Reviews
Not only is this a violation of Etsy's communication policy, it also reflects poorly on you as a seller. You may ask buyers to leave a review, but you may not ask more than once or badger them repeatedly until they do as you ask. Even if the buyer doesn't report this to Etsy, they may very well opt to leave you a negative review for harassing them!
Final Thoughts: The Power of Reviews on Etsy and How to Get More
A key part of running a successful Etsy Shop is maintaining a positive presence on the platform. Your reputation with buyers is priceless, and is a driving force for getting more sales, both on Etsy and on other platforms you might choose to expand to in the future.
As such a major driving force for your Etsy business, it's important to prioritize getting reviews on Etsy as part of your overall selling strategy. There is no single method for how to get reviews on Etsy, however. Positive reviews are a direct result of putting the work into making your listings stand out, optimizing them for SEO, and providing excellent service to buyers, both pre- and post-sale. When you make the effort to ensure that your buyers are happy, they're far more likely to be receptive when you ask them to take a moment to leave you a review.
Ultimately, no how long you've been selling on Etsy, establishing and maintaining your reputation through buyer reviews is key to success on the platform. Create quality pieces, list them on Etsy with professional, SEO-optimized listings, reach out to your buyers to ask for reviews, and start building your Etsy reputation today to increase your sales.
FAQS for Getting Reviews on Etsy
Knowing how to get reviews on Etsy is the first step towards building your reputation on the platform. Having positive reviews for your Etsy Shop builds trust with buyers, establishes your credibility as a seller, and increases your listings' visibility and sales. In this guide, we've gone over strategies, best practices, and a few important dos and don'ts. Below, we'll answer some frequently asked questions that sellers often have about reviews on Etsy.
- Q: Can I ask customers for reviews?
Sellers on Etsy are allowed to reach out to customers to ask them for reviews, but they're not allowed to offer incentives for reviews and cannot ask more than once. This is because both incentivized reviews and harassment are against Etsy's policies, and doing these can result in actions taken against your account by Etsy.
When asking for reviews, send a personal, one-time message to your customer to check in that everything is satisfactory with their order, and use the opportunity to ask them to consider leaving you feedback if they're happy with their purchase.
- Q: What should I include in my request for a review?
In our experience, the most successful review requests to buyers are personalized (i.e. use the buyer's name and refer to the item they purchased) and polite.
In terms of their content, they should firstly check in with the buyer to ensure that their order arrived as expected and in time, and provide a way to get in touch with you in case there's a problem. Next, briefly explain to the buyer that reviews are important for Etsy sellers, and tell them you'd appreciate if they could take the time to leave you a review if their order was satisfactory. It's a good idea to include a short (no more than a sentence or two) explanation of how to leave a review, to make it easy for those buyers who are willing to take a moment to leave you feedback. Finally, don't forget to thank your buyer for their purchase and for supporting your business.
- Q: How can I improve my customer service to get more positive reviews?
Providing customers with excellent customer service is key to getting more reviews on Etsy. Customer service is important both pre- and post-sale, and includes providing your customers with prompt communication, quick order fulfillment, and secure shipment packaging, all while taking a proactive approach to preempt any possible issues.
In practical terms, you should take care to address customer queries within 24 hours or less, and make sure you ship orders out as soon as possible. Furthermore, ensure that your listings are honest, and that they represent your product accurately through detailed descriptions and high-quality images. Finally, check in with your customers after they've received their order to make sure that they're happy with their item, and to work with the buyer to resolve any problems before they become a negative review.
- Q: Can customers leave reviews without making a purchase?
Customers cannot leave you a review on Etsy unless they've made a purchase with you. Each purchase gives a customer the ability to leave you one review. For multi-item transactions (i.e. multiple items sold in a single order), customers can leave a review for each item they purchased.
- Q: Should I reply to negative reviews?
Etsy gives sellers the option to respond to negative reviews in a way that allows shoppers to see their response publicly. In our experience, responding to negative reviews is beneficial, but only when done correctly.
First and foremost, your reply must be apologetic, even if you're not technically at fault for what went wrong. Your apology is for the customer's less-than-satisfactory experience, and should avoid going into specific details of what went wrong. Instead, acknowledge the buyer's experience, and briefly explain what action you'll take to avoid the issue going forward. For example, if the buyer received an item that was damaged in transit, say you'll review your packing methods or take the issue up with the courier. This demonstrates to potential buyers that you're willing to work to make their experience better, and that you're open to listening to them if a problem arises with their order.
- Q: How do I deal with negative reviews?
Before responding to negative reviews, you can try to reach out to the buyer to see if you can resolve the issue and (hopefully) have them agree to change their review. Buyers have 100 days to edit their review, but they can only do so only if you've not yet responded to it. Just like with positive reviews, you cannot incentivize a buyer to edit their negative review and change it to a positive one with offers of discounts or refunds. You can, however, give them a partial refund to make up for their negative experience, for example, and ask them if they would consider editing their review after the fact. Remember that Etsy's communication guidelines apply here too – don't harass, don't spam, and be polite. If the buyer is unwilling to change their review, you can then choose to respond to it and share your side for the benefit of future shoppers.
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