In Stage 3 you built your service system. That covered 24-hour replies, twice-daily message batches, saved replies, the review engine, and the calm playbook. This module is the script book behind it. You get the principles in short form, your saved-reply library organised into folders, and the hardest messages answered word for word. By the end, the messages you dread most will already have an answer waiting.
Put every script below into your own voice, then store it in your saved replies. These words are a starting point for you, not a uniform.
The five habits behind everything here
Everything in this module runs on five habits:
Reply within 24 hours. Speed builds trust, and your response rate is public anyway.
Batch your messages twice a day. Don't live in your inbox.
Acknowledge the person before you give them information. People escalate when they feel unheard. They settle down when they feel understood.
Fix problems generously. A $12 replacement protects your review score which matters more for your sales number in the long term.
Write everything once, then reuse it forever. That is the saved-reply system below.
The saved-reply library
Organise your saved replies into six folders. Give every reply a personal opening and closing, using their name and one specific line about their order. That way a template never reads like one.
- Pre-sale questions. These cover sizing, materials, what you can customise, and whether you can make something by a certain date.
- Order status. These answer "where is my order?" with tracking, remind buyers of your processing times, and give progress updates on made-to-order pieces.
- Shipping issues. These cover orders that are delayed, lost, or damaged. The scripts are below.
- Product help. These cover care instructions, how to use the product, and download help for a digital buyer who can't open a file.
- Reviews. These include your follow-up ask, your thank-you for a glowing review, and your request for permission to feature a review.
- Boundaries. These let you decline kindly. Think of rush orders you can't take, customisations outside your range, and discounts you don't offer.
The Customer Message Swipe File in your Toolbox is the main home for all of these. This module gives you the difficult ones that may be missing from it.
The negative review playbook
A bad review feels like an emergency. It isn't. Handle it well and it often ends up working in your favour. Here are the six steps, in order.
1. Don't reply publicly first. A public reply locks the review in place. Written while you are upset, it usually makes everything worse. Take a breath and give it a few hours.
2. Work out what actually happened. Is the complaint fair, because the order was late or damaged or not what they expected? Is it a misunderstanding, because they used the product wrong or expected something different? Or is it simply unreasonable? Your answer decides which script you use.
3. Message them privately, and lead with care.
Hello [name], thank you for your honest feedback. I'm so sorry the [product] wasn't what you hoped for. I'd really like to put this right. Would a [replacement / repair / refund] suit you best? Either way, I'm grateful you told me, because it helps me improve.
4. Fix it generously. Offer a replacement, a refund, or a repair, and lean towards the generous option. You are not buying back one review. You are protecting the trust of every future shopper who reads how you handled it.
5. Let the update happen on its own. Buyers can edit their review for a period after they post it. A problem you solve well often becomes a five-star update, and that update convinces future shoppers more than a review from an easy sale would. Never demand the change, and never bargain for it. Saying "I'll refund you if you update the review" breaks Etsy's rules, and it isn't who you are. Just solve the problem properly and let the customer decide.
6. If the review stays negative, reply publicly once, and stay calm. You are not really writing to the reviewer here. You are writing to every future shopper who reads it.
Thank you for the feedback, [name]. I'm sorry this order missed the mark. I've reached out privately to put it right. Every piece here is [handmade in small batches] and I stand behind my work. If something is ever wrong, I will always sort it out.
Keep it short, and don't get defensive. Handled this way, the review now shows every reader how professional you are.
Message Templates
"Where is my order?"
Hello [name], thanks for checking in! Your order shipped on [date] and it's on its way to you. Here is your tracking link: [link]. It's currently showing [status], and delivery is estimated around [date]. If it hasn't arrived by then, message me straight away and I'll chase it up from my end.
It arrived damaged.
Oh no, I'm so sorry it arrived that way, [name]. That's a horrible thing to open, and it isn't how I pack. Could you send me a photo of the damage and the packaging? I'll ship a replacement as soon as I see it. [Or I can refund you in full, whichever you prefer.] There's no need to post anything back to me.
The photo protects your postal insurance claim. The promise of an instant fix protects the relationship.
It's lost in the post.
Hello [name], thank you for your patience, and I'm sorry the tracking has gone quiet. I've opened an investigation with the carrier today. Here's what I'll do either way. If it hasn't moved within [X] days, I'll send you a replacement [or refund you in full] at no cost to you. I promise I won't leave you waiting indefinitely.
They want a refund and nothing has obviously gone wrong.
Hello [name], I'm sorry the [product] wasn't right for you. Could you tell me a bit more about what didn't work? Depending on the issue, I may be able to [repair it / exchange it / help you with it]. If it's simply not for you, my returns policy is [policy]. I'd rather you love what you have from me than keep something you don't.
They want it in a rush and you can't do it.
Thank you so much for wanting one, [name]! I'd love to help, and I want to be honest with you about my hands. Each piece takes [time], and I can't get one to you by [date] without rushing the part I refuse to rush. The soonest I could deliver it properly is [date]. If that works, I'll start straight away. If it doesn't, I completely understand.
They want a customisation you can't do well.
That's a lovely idea, [name], and thank you for thinking of my shop for it. It's honestly outside what I can make well, and I'd rather tell you that than send you something I'm not proud of. What I can do is [nearest alternative]. Would that come close to what you pictured?
They threaten a bad review unless you refund them or send a freebie.
Stay calm and stick to the facts. Fix any genuine issue exactly as you would for anyone else. Do not pay the ransom. Reply once, and keep it simple.
I'm happy to sort out [the genuine issue], as I would for any customer. Here's what I'll do: [solution].
Then report the exchange to Etsy. Review extortion breaks their policies, and Etsy can remove a review that came out of it. Keep all the messages, because they are your evidence.
They are angry. So answer the feeling first and the facts second. Never match their temperature.
I can hear how frustrating this has been, [name], and I'm sorry. Let me sort it out properly. [The concrete fix and the timeline.] You'll hear from me by [time] with an update either way.