Etsy Customer Service That Earns 5-Star Reviews: The Check-In Message
Most reviews are written in the first few days after a parcel arrives. A short, friendly message at exactly that moment does two things: it catches the occasional problem while it’s still easy to fix, and it reminds happy buyers that a real person made their print.
The three moments that matter
- Dispatch – Etsy notifies the buyer when you mark the order as sent. Add a short personal note in the dispatch message if you like.
- Arrival – the most important one. A check-in on delivery day.
- A problem – a failed delivery, a parcel waiting at the post office, or a late one. Message first, before they have to.
The check-in message
Hi Sam, I can see your Margate print has arrived – I hope it reached you safely and that you love it. If anything isn’t quite right, just reply here and I’ll sort it out straight away. Thank you so much for supporting my small shop!
Why it works: it’s short, it uses their name and the item, it opens the door to problems privately, and it ends with thanks – not a request for a review. Buyers who are happy very often leave one anyway.
Suite 13 follows every tracked parcel and alerts your phone when it’s delivered – with the check-in message already written for that buyer.
When something goes wrong
If tracking shows the parcel is waiting to be collected, or a delivery attempt failed, message straight away with what to do:
Hi Sam, Just a quick note – the tracking shows your print is waiting to be collected. The carrier’s card or the tracking page will say where. If you need anything from me, just reply here and I’ll help.
Parcels left uncollected go back to the sender; a timely nudge saves the sale and the review.
Damaged or lost: make it right fast
- Apologise once, briefly. Ask for a photo only if you need it.
- Offer the fix you’d want: a replacement sent quickly, or a refund.
- Track the replacement and check in again when it arrives – it closes the loop and often turns a near-miss into a glowing review. See tracking your orders.
Frequently asked questions
Is it allowed to message Etsy buyers after they order?
Yes – messaging a buyer about their order is normal and expected. Keep it about the order, and don’t ask directly for a five-star review.
When is the best time to send a check-in message?
On the day the parcel is delivered, or the day after. Too early and they haven’t opened it; too late and any problem has already turned into a review.
Suite 13 follows every tracked parcel and alerts your phone when it’s delivered – with the check-in message already written for that buyer.