Oh god, I have 2 black cats that love getting involved in my jewellery work, both rescue and one is very clingy, and the fur does get stuck in the parcel tape at times. I hope this doesn’t put people off buying again! Although I imagine people can guess I have at least one black cat from my shop name?!
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That is a good point.@StephanieGuy Maybe because I have always had the Thank You for ordering from Folksy and then the Despatch email from Folksy also and never had an issue when I have purchased, I guess in some cases buyers do like to have authorisation from the actually seller that the order has been received. I have always thought the buyer would find it all a bit much having all these emails to open. My orders are sent out really quick, and always make sure I abide by my posting terms. Even surprised myself at getting things to Australia just before Christmas when the customer told me she wouldn’t expect it until way after then! I think also a tell tell sign is when buyers return to you, so I must be doing things right and they are happy and thats the main thing. Packaging is also important. We all like nice parcels.
If I am unable to dispatch an item on the same or next day, I will email customers to let them know what day it will be dispatched. I leave sending a thank you message until the email I send with the tracking number. I am very careful not to bombard customers with too many emails so try and send all the information in one.
I think maybe it’s a timescale thing with the messages? As I send out the next day I don’t feel I need to send a message saying this; one message a day is probably enough! If there was a delay for whatever reason then I certainly would get in touch with the customer.
When buying I have had the occasional message along the lines of ‘OMG thank you sooo much for buying my thing’ which really really comes across as a bit desperate and makes me wonder about all sorts of things including experience and quality… 
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I used to always send a personal confirmation email. Now I usually rely on the automated ones unless there has been a payment problem, or the customer has asked a question - " This is for Mum’s birthday can you get it here by Tuesday " kind of thing.
When I ship the item I always send an email (in many cases this includes a tracking number) so the customer knows to look out for the postie.
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We don’t have a packaging guide for new sellers, but they do receive an email with lots of tips including a link to this post that @BigBirdLittleBirdmentioned about the importance of good customer service - and there is a section on packaging in there http://blog.folksy.com/2014/07/09/a-beginners-guide-to-good-customer-service
It’s sad to hear you had a poor experience @RavelloDesigns - good customer service is crucial.
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Hi @folksycontent Would you recommend sending a separate confirmation email to customers when they place an order?
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camilla - are we supposed to be sending out a personalised e-mail as well as the folksy e-mail? as i say in my listings and on the ‘buying from me’ that i post within three working days first class i don’t send an e-mail out.
also - do we need to include a copy of the receipt/invoice etc. ?
thanks.
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Thanks for the link to the Folksy Hour packaging chat Liz… Very helpful! I’m going to try to take some good pics of my packaging now!!! Just waiting for some sunshine xxx
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You don’t have to send out a separate or personalised email to your buyer Ali and @SallyandtheFreckles, but as some people have pointed out in this thread, a quick message can help reassure buyers that you’ve got their order and it will be on its way soon. Or if you’re sending an order the same day, an email to let your customer know you’ve posted it, how it’s been sent and when to expect it (along with a thank you!) is normally appreciated.
Customers will get automatic notifications when they order and once you mark an item as posted, but good customer service goes a long way and if you can build a good relationship with customers they’ll be more likely to buy from you again.
As far as I’m aware Sally, you don’t legally have to include a paper copy of the receipt with an order. The Distance Selling Regulations state that after an order is placed a customer must be given certain information (including delivery costs and time, your contact details, how and when they can cancel an order), but this information is included in the automatic email they receive from Folksy when they order. So the email should be sufficient without also sending a printed copy. However, there can be cases where buyers have deleted the original order email, so a print-out of their receipt could be helpful as it has the details on for returns etc.
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thanks - i did used to but then thought the folksy emails were enough. I’ll go back to sending one then.
I think it’s nice to see how different sellers send out your purchases. It would be a shame if they all got sent out in the same way. It’s shows a nice unique way the buyer and shop work.
I like to send out a email to say thank you as it doesn’t take many minuets to read and delete. But if you have a note and and all other bits in the parcel it gets a bit to much. Just in my view
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Just wondering if the really busy shops have the time to do this though? I have purchased from one in particular who has high sales and never sent me anything.
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If I’m shipping the same day or next morning, I don’t send anything. I do update Folksy and PP the same day I ship so buyers know I shipped quickly. If there is a weekend & bank holidays in between, then I will email them to let them know. I don’t want them to get too many emails and annoy them. I’m sure they are receiving lots of other emails for many different reasons too.
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Great point @Amberlilly When I joined here, I sent thank you emails confirming all the details and when I would dispatch etc and it took so much time as I had to copy and paste the info and then edit it. I asked @folksycontent if there was an easier way and there was’t and they said there was no need to send an extra email. Seems like there’s been a change of mind : /
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I have to admit its rare for me to individually email anything as standard with an order, only if I have questions as something isn’t clear or if its a custom order. I personally would find it a little fussy for a regular purchase.
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Sorry if I’ve confused you Ali. There is no obligation on sellers to send a personalised email, either on order or when you have sent an item - it’s entirely up to you. As @Amberlilly says and you also point out, a lot of sellers will be too busy to do this and others may be worried about spamming customers with emails. But there are some customers who will appreciate that extra email and feel reassured (especially if their order is going to take a few days to complete).
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Thanks for your reply @folksycontent It’s good to hear that we’re not obliged to send an extra email and it’s not considered to be bad customer service if we don’t. Now if only we could predict which customers would appreciate an extra email and those who wouldn’t, that would be great, lol.
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Hi, I had 2 sells just before Christmas one was for an Apron which I sent the next day with a free present with it, I hope I had wrapped it nicely. I had an email from the buyer about 10days later to say it had not arrived I normally send items recored but forget this time. I emailed all the details of the posting time day and place but I did not hear back from the buyer so hope it arrived. The other item was a felt decoration for the tree only it was a bit to fat to go though the slit at the post office. The post mistress took it out and wrapped it with tape also put a lot of tape around the envolope to keep it flat the postage was 95p or 3.30p so a big differnce for something that only cost £3.00 in the first place I did email the buyer to say sorry about the tape I just hope it arrived. On our local news there was a lady saying about her troubles she has an online dress shop and had over 50dresses to be collected by courier who didnot turn up. And to add to her problems her dog manage to set fire to the kitchen.
I have yet to sell anything on Folksy, but your words gave me a lot to think about (especially on first impressions, etc.) So now I feel more resolved to do my best in every level of this business, whether I get orders or not.