I opened my shop over 3 years ago now and when I first started I used to contact each customer and thank them for their order and I also emailed them when it was dispatched. However, when I joined this forum I remember a thread where this was discussed and this was felt unnecessary because Folksy do this, which means the customer would get 2 emails concerning the purchase, and 2 emails about the dispatch. Some people thought this may even be irritating for the customer. So, I stopped doing this except for custom orders.
Today I received a message from a customer, another Folksy seller, saying they were happy with their purchase but that they always acknowledge orders and inform their customers when the item was being dispatched and that they would have appreciated it if I had done this and that perhaps it’s something I should think of doing…
This is the first negative comment I have received from a customer, so it has knocked me back a bit…what do others do?
I always acknowledge and let them know how I’m sending it and when and also add a note that my packages don’t go through the letterbox so please keep a look out.
I get a reply back from about 33
% saying thank you, looking forward to receiving it so I conclude they are happy to get the acknowledgment.
Joy xx
PS I’ve made a couple of purchases here on and E*** where I’ve had no acknowledgment and not a single thing in with the package to even say who sent it. Won’t buy from them again.
Thank you Joy…
Do you send 2 emails, one thanking them for the order and a second when it is dispatched, or do you just send the one thanking them, which also includes how it will be dispatched and when?
I do try and add a business card with a thank you in each purchase from Etsy and folksy I also try to email and let them know when I will post the item. I don’t email if I sell anything on Ebay though as they receive automatic notification that the item has been sent - I don’t want too send them too much x
This is how I feel. I always thought that Folksy sent out confirmation of the order, and when it was dispatched so don’t want to overload the customer with emails. Is that not the case now?
I do always include a business card, and a hand written note thanking them for their purchase.
This item was quite small and was posted large letter so would fit through a letter box. No signature was needed so they didn’t need to make sure they were in…
I always send customers an email to thank them for their order and to let them know when their order will be dispatched… but I don’t send an ‘I’ve dispatched your order’ email as I presume customers are sent one when I click the ‘shipped order’ button in the dashboard.
I should also add that I sell personalised items with a 1-2 week leadtime, so I like to confirm when dispatch will be, just in case the customer expected their order sooner. If I was selling items that could be dispatched within 1-2 days of ordering, I wouldn’t send an email
I only message customers for a custom order. I feel that the Folksy email confirming the order and another saying the item has been dispatched are enough.
I add a business card with the order, and often a little free gift. I did used to write thank you notes too…until I realised that I was spending time writing them and then usually forgetting to add them to the packet - d’oh!
I have always felt the same @DandelionsGallery but this assumes that Folksy do still let the customer know the item has been dispatched…this customer gave me the impression she didn’t know…and I definitely marked it as shipped as soon as I got back from the Post Office…I make sure it’s the first thing I do when I get back home.
I always write a little thank you message on the bottom of the invoice and always include that in the parcel, with a business card.
Perhaps the email from Folksy ended up in her spam box? I know that I’ve purchased from Folksy sellers recently and always had the emails, but very occasionally I find one on my spam folder.
Folksy still send an email when you purchase something and a email when it has been dispatched as i bought something last week and received both emails
I can remember reading that thread and deciding not to send emails myself unless there was anything i had to let the customer know. I usually include a small gift and a business card or a flyer with all details on
Thank you, I haven’t bought anything on here for a while so wondered if it had changed.
As this person also sells on Folksy I wouldn’t have thought that any Folksy emails would go in their spam would they?..although saying that I have had emails in spam that definitely shouldn’t be there.
It’s reassuring to know that I am not the only one who doesn’t email every customer personally…just the ones where it is necessary to confirm information.
Kim
I have this set up as a signature and basically send that with any appropriate personalisation / special note (eg. I’ve just refunded you some postage via Paypal)
------------------------------------------------------------------------------------------
Thank you very much for your order (for the ???).
I’ll get it packaged up and out in the post to you tomorrow, first class.
I do hope that you like it.
Regards and many thanks
Joy xx
Please note that my packages don’t go through the letterbox.
I always post first class so if it hasn’t arrived after a couple of days
Please check any safe place where it might have been left.
I Always take my packages to the post office and pay my postage there so the official despatch note which gets sent is when I hit the posted button against the Folksy order.
It works well for me anyway.
Apologies for the funny formatting, the forum doesn’t seem to like what I copy / pasted 
As a internet buyer I like an email to acknowledge my order and then another confirming dispatch, if I am concerned in any way that order is overdue etc then I can look up original order and go from there.
As a seller all mailing info is on my shop if buyers care to read it, but I would like the opportunity to add a personal note when marking item shipped, as Etsy does. Perhaps it’s something that Folksy could work on.
I always include an invoice/dispatch note with a handwritten thank you, like Joy I hate packages to arrive with no note at all.
I put a thank you card in the package and my business card and only ever email the customer if there is a query. I don’t have a huge volume of sales but most of my customers buy again so I must be doing something right.
I used to email every customer here and on the auction site to acknowledge the order and advise of dispatch, but no more. There can come a point when it’s not practical to do so, I stopped because it was just too time consuming unless I was to increase my prices, and if the customer is already notified by the site, I felt that it was something I could drop. I do however contact the customer if there is anything unusual, like I refunded postage or something.
@KBCreations, don’t feel bad! I sense this has touched a nerve and I think it would do with me too if someone picked me up on customer service when I try so hard. I’m sure you are doing a great job and that your customer was just trying to be helpful. I’m just thinking about all the times I’ve been in a ‘real’ shop and the cashier barely acknowledges you and as for a ‘please’ and ‘thank you’, well, dream on … And can I just say I think your dragon fly make up bags are beautiful xxx
Thank you so much @plumporridge that cheered me up! 
I’m the same. I used to email everyone as soon as I received the order, but it was taking so much time (this was when I was getting loads of sales!) so therefore I stopped. I still email for custom orders or made to order items.
I very rarely get emails from other Folksy shops when I buy from them. I think the email from Folksy confirming you have ordered is enough really. xx
I have always sent a message saying thank you and letting the customer know when the item was posted.
even if Folksy do it as well it is something that I choose to do.
Yes I think if folksy email them it is probably enough. I will carry on just sending them a thank you email and let them know when I shall be posting the item but they should be notified when it has been dispatched I think anyway. xxx
I don’t send an email and I don’t expect to get one as a customer. I would if there was a special request and I always try to be prompt with posting and to tick the box to say the item is dispatched.