How To Directly Message and Contact Sellers on Etsy

Communicating directly with sellers is an important part of the Etsy buying and selling experience. As a buyer, you may have questions about a product listing before making a purchase. As a seller, prompt and helpful communication with buyers can lead to more sales and positive reviews. Here is everything you need to know about directly messaging Etsy sellers.

Contacting Sellers Before Making a Purchase

If you are interested in an item on Etsy but have some questions before buying, the easiest way to contact the seller is through Etsy’s messaging system.

To send a message:

• Go to the product listing page
• Click “Message Seller” below the title
• If not already signed in, you will be prompted to sign in or create an Etsy account
• Type your question in the message box and hit send

The seller will be notified of your message and can respond directly through Etsy’s messaging system. It is best to conduct all communication within Etsy Messages rather than external email or messaging apps. This ensures the conversation remains documented on Etsy.

Contacting Sellers About an Existing Order

If you have already made a purchase and need to contact the seller regarding the order, you can easily message them:

• Sign in to your Etsy account
• Go to “Purchases and Reviews”
• Click “Help with Order” next to the relevant order
• Select “Message Seller”
• Explain your issue or question in the message box

Common reasons to contact a seller about an order include:

• Incorrect or missing item(s)
• Issue with fit, size, or quality
• Questions about care instructions
• Requesting a cancellation, return, or exchange

Best Practices for Effective Communication

To ensure smooth transactions and positive experiences for both buyers and sellers, keep these etiquette tips in mind:

For Buyers:

• Be clear and concise – Clearly explain your question or issue so the seller can quickly understand and assist.
• Be patient – Remember that sellers are often small business owners who cannot always instantly reply. Allow 1-2 business days for a response.
• Be polite and respectful – A courteous, understanding tone makes for the most productive communication.

For Sellers:

• Reply promptly – Prioritize responding to messages within 24 hours whenever possible. Quick replies often lead to sales.
• Be helpful and thoughtful – Address the buyer’s needs completely and provide any helpful additional details.
• Be professional – Represent yourself and your business well by using good grammar and an upbeat tone.

What To Do If A Seller Is Not Responding

If you have messaged an Etsy seller but have not received any reply after several days, there are steps you can take to potentially get a response:

• Double check spam folders – Resend your original message in case it was missed or marked as spam.
• Open an Etsy case – Etsy can help facilitate communication between buyers and sellers regarding orders.
• Leave polite public feedback – Kindly and professionally explain the issue in public feedback as a last resort.

You can also look up the shop’s policies around communication timeframes and review their average response times based on other customers’ experiences noted in shop reviews.

Direct Messaging Etiquette and Rules

While Etsy allows and encourages communication between its community members, there are some guidelines sellers and buyers should follow:

DO:

• Use Etsy’s messaging system for transaction-related questions
• Keep communication documentation within Etsy by avoiding external email or messaging apps
• Be patient and respectful in your tone and expectations

DO NOT:

• Send unsolicited promotions or spam
• Harass sellers with aggressive demands or threats
• Share personal contact information without consent

Violating Etsy’s messaging policies can result in suspended messaging capabilities or even banned accounts in severe cases.

Key Takeaways

• Use Etsy Messages to contact sellers before or after purchases
• Allow 1-2 days for sellers to reply to messages
• Be clear, concise, patient, polite, and respectful in communication
• Follow Etsy etiquette rules to avoid penalties

Directly interfacing with sellers is one of the best parts of the Etsy experience. By responsibly using Etsy’s messaging tools and upholding excellent communication etiquette, both buyers and sellers can have rewarding exchanges resulting in five-star reviews and more sales.