Editor’s Note: In May 2022 we announced some changes to the Star Seller criteria we made based on feedback from Etsy sellers like you. Check out what’s new here.
Star Seller is a way for Etsy to reward shops that consistently offer an excellent customer experience in the areas we know are important to buyers—responding to messages quickly, shipping and tracking, and average review ratings. On the 1st of every month, we determine if you’ve earned Star Seller by looking back at the last three months of your shop's performance (starting 90 days after your first sale on Etsy).
This checklist covers key steps you can take to ensure the best customer experience, setting your shop up for Star Seller success and continued growth.
❏ Respond to messages quickly.
When shoppers have questions about your products, they want answers right away. Set aside some time each day for responding to questions, and aim to answer questions within 24-hours or less. Response rate is also an important piece of Star Seller criteria: To qualify, you’ll need to respond to 95% or more of initial messages from buyers within 24 hours (just the first message, not ongoing conversations). You’ll also need to meet the other Star Seller criteria, which you can read here.
Tools for success:
- Download the Sell on Etsy App for your Android or iOS device, so you can respond to messages quickly, even when you’re away from your computer.
- While it’s important to personalize the messages you send, you can save time getting started by using saved replies to keep a library of frequently used responses on hand.
❏ Establish your policy on returns and exchanges.
While shop policies don’t directly impact Star Seller eligibility, they can help encourage positive reviews by setting clear expectations with shoppers. Positive reviews are another important criteria for Star Seller: To qualify, you'll need a 4.8 rating average or above for the three-month review period.
In your shop policies, you should establish clear guidelines for whether you’ll accept returns and/or exchanges. If a buyer does contact you to coordinate a return or exchange, the first step is to work with the buyer to decide:
- Where the buyer should send the item (generally to your address)
- The time frame in which you want to receive it
- Who will be responsible for the cost of return shipping, if you don’t state this in your shop policies
❏ Ship on time.
To qualify for Star Seller, you’ll need 95% or more of your orders to ship within your stated processing time and with tracking* or you purchased a shipping label on Etsy. Digital orders will not require tracking information.
Ship within your stated processing times. We use the processing times you set for each listing to determine the ship-by date. Update your processing times to accurately reflect your workflow and set clear expectations with shoppers.
Add tracking, or use shipping labels on Etsy. If you’re in the United States you can save up to 30% on retail postage rates by purchasing shipping labels on Etsy. Plus, if you purchase a USPS shipping label on Etsy, cut down on trips to the post office by scheduling a free pickup from your USPS postal carrier or by bringing them to a USPS postal drop-off location, if available in your area. Learn more about managing shipments from home here.
Sellers based in Australia, Canada, and the United Kingdom can also save time by purchasing shipping labels on Etsy and printing them at home. Purchasing shipping labels on Etsy helps automate important steps in the fulfillment process. When you buy a domestic or international label on Etsy, we’ll fill in the buyer’s address and automatically mark the order as shipped.
Plus, when you purchase a label with tracking on Etsy, we’ll automatically share the tracking number with the shopper and there’s nothing else you need to do to mark the order as complete. Shoppers can rest easy knowing when their orders will arrive.
Mark an order as shipped only when it’s with the shipping carrier. This lets shoppers know their order is on its way and gives them a better estimate of when it will arrive. We make it super easy with shipping labels on Etsy—when you purchase your postage, just choose the date you plan to drop off the package (up to two days in the future) and we’ll automatically mark the order as shipped on that date. Learn more about mark as shipped best practices in Etsy’s Help Center.
*If you’re a seller in the US or your shop currency is set to USD. If you’re outside of the US or use a shop currency other than USD, find out how we determine the shipping data for your country here.
❏ Add thoughtful touches.
Let your customers know how much you appreciate their business with a handwritten thank-you note and branded packaging. You can also create a thank-you coupon to automatically send your customers an email with a coupon code after their order is complete. It’s a special touch that just might inspire them to leave a great review—and to make another purchase in the near future. Those little touches that show you went above and beyond will make them smile and could positively influence their review.
Read How to Get 5-Star Reviews to learn more about encouraging positive reviews in your shop, an important criteria for achieving Star Seller.
❏ Communicate delays.
If you learn that an item is delayed in transit, tell your buyer as early as possible so they’re not left wondering why their order didn’t arrive when expected. You can let your buyers know about delays and when you plan to ship their orders through messages and by using your shop announcement. Communicating proactively about any changes can help ensure a positive experience and more consistent positive reviews for your shop.
Return to the Ultimate Guide to Creating a Great Customer Experience
Words by Etsy Staff
