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Including an automatic message to buyers on Etsy is a great way to make a positive first impression with your customer. I’ll admit it – I neglected this as a new seller for WAY too long. It will take 10 minutes, but improve your shops image a whole lot.
A simple, clear and concise thank you message to buyers is a great way to provide top quality customer service. The best part? You only have to write it once, and Etsy will send it on your behalf every time a customer makes a purchase.
For digital product sellers, adding this buyer message has another extreme benefit – you can include download instructions to your buyer. My inbound ‘help request’ messages dropped dramatically as soon as I added this message to buyer for my digital product stores.
How to add or edit your Etsy message to buyers for digital items
To add or edit your message to buyers for digital items:
- Go to shop manager, click settings, then click info & Appearance
- Scroll down the very bottom to the section that says ‘Message to buyers for digital items’
- Make sure you click ‘Save Changes‘
What to include in your Etsy message to buyers for digital items
In Etsy’s words, this section should be used “to thank your customer for their purchase, inform them about standard shipping practices, or provide any other information you think they may need to know.”
As a digital product seller, the information I recommend you include in your message to buyers is:
A thank you note to your customer
A thank you note should be the first thing included in your message to buyers. It should be short and sweet, but show genuine appreciation for the purchase. Personally, as a customer, a thank you note is always appreciated and makes the seller instantly feel more apporachable.
How to reach you if they have a problem or question
Next, you should give your customers the opportunity to reach out to you should anything be wrong with their download, or if they have any questions that they need help with.
Customers are much more likely to contact you before leaving a negative review, if you add this note. You should encourage the customer to message you on Etsy, as per their seller rules.
Download Instructions (Very Important)
I still get 5-10 messages per week with customers failing to understand the download process. Before I added my message to buyers, I was getting 5-10 messages per Day.
It is inevitable that some customers will be confused. Adding instructions in your message cuts down greatly on the amount of customers contacting you for help (and thus freeing up more time for you to work on other aspects of your business).
A note about not being able to download on the Etsy App
For some strange reason, Etsy does not allow customers to download their products through the Etsy shopper app. Don’t ask me why, I am just as confused as you.
For this reason, you will get a number of help requests from customers unable to download. Including this note to buyers again will help reduce the amount of customer service you need to perform.
Other notes about your files
If you provide your files in zipped folders, you may like to include information about how to unzip them. If your files are too big for Etsy and thus stored in external platforms such as Google Drive or Dropbox, you may also like to include information about how to access them.
If you sell Canva templates, you may also need to provide more information. These notes will largely depend on the types of files you are selling.
A request for a review
Reviews and ratings are the best thing that can happen to your shop. The more positive reviews you get, the more willing a customer will purchase from your shop. A quick note about leaving a review may encourage your customer to leave feedback. This is one of best ways to get more Etsy Reviews.
Offer a discount
To encourage repeat purchases, you may decide to offer a thank you coupon. It is important to set this coupon up manually in the marketing section. Etsy also has the option to email this thank you coupon separately and automatically after purchase.
Other notes
As I am an Australian seller, and most of my customer messages come from the US or the UK while I am asleep. I make sure to include this information, so customers give me a chance to reply before going on to leave negative reviews, or stress out about their purchase.
Message to buyers for digital items examples
Example Etsy message to buyer 1 – Digital item purchase
Hey! Thank you so much for supporting [YOUR SHOP NAME]!
If you have any questions or concerns with your purchase, feel free to message me on Etsy! I will do everything I can to make sure that you are happy with your purchase.
Your files will be available to download as soon as your payment clears! To download your files, you can use the following link https://www.etsy.com/your/purchases
Please note that you must download on an Internet browser, and not the Etsy App!
I would love to hear your feedback in the form of a rating or review!
Thanks again
Example Etsy message to buyer 2 – Digital item With Zipped Folders
Thanks so much for the purchase! I am more than happy to help with any questions or concerns with your order!
You can access your files by clicking on your profile picture, selecting purchase and reviews, and downloading your selected order! This must be done on a browser, not the Etsy app.
Please note that some of the files I provide are in a zipped folder, due to Etsy’s file size requirements. To open zipped files, it is easier to use a computer (On Mac: double-click the file | On PC: Right click and click extract all). If using a mobile, you may need to download Zip Viewer (iOS) or ZArchiver (Android).
Please leave some feedback in my store if you get the opportunity, it really helps my store!
[YOUR NAME]
Example Etsy message to buyer 3 – Digital Item Stored On Dropbox Or Google Drive
Thank you for choosing to shop with me on Etsy! If you have any questions or feedback about your order, please feel free to contact me through Etsy messages.
You can access your files by following this link, once payment has cleared https://www.etsy.com/your/purchases
Please note that due to file size restrictions on Etsy, you may be directed to [DROPBOX / GOOGLE DRIVE] where your files are stored. Your purchase will include a link to these files.
To download, please [INSTRUCTIONS ON HOW TO DOWNLOAD FROM EXTERNAL SITE]
Have a great day!
[YOUR NAME]
Example Etsy message to buyer 4 – Canva Template
I just wanted to say a big thank you for your order! If you have any questions or issues with your purchase, please don’t hesitate to contact me via Etsy messages.
Once your payment has cleared, you can access your files by clicking on your profile picture and selecting ‘Purchases and Reviews’
To access your Canva template, please download the [PDF / TXT] file with the link to your template. From there you will be instructed to make a copy of this template on your own account. If you do not have a Canva account, you will be required to make one for free at Canva.com.
If you get the chance, it would be great to hear your feedback in the form of a review on Etsy!
Thanks so much
[YOUR NAME]
Final Thoughts
Including a message to buyers as a digital download Etsy shop is a must. Not only is it a chance to show off your professionalism as a seller, it can also help to greatly reduce the amount of customer service you must do.
Adding an automatic message to buyers is one of the first steps you should take when starting an Etsy Shop.
Additionally, it gives you the opportunity to make yourself much more approachable. Customers are not only more willing to reach out first rather than leaving a negative review, but are also more inclined to leave a positive review.