Skip to Content

How to Use Etsy Messenger as a Seller

How to Use Etsy Messenger as a Seller

Etsy is a popular online marketplace that connects buyers and sellers of handmade, vintage, and unique items. As a seller on Etsy, it’s essential to have effective communication with your customers to build trust, answer questions, and resolve issues. One of the primary communication channels on Etsy is the Messenger feature, which enables sellers to send messages directly to their buyers.

Using Etsy Messenger as a seller is straightforward and can help you provide excellent customer service. To send a message to a buyer, you need to go to your account, select the Messages icon, and click on the New Message button. You can then type your message, attach files if necessary, and click on the Send button to deliver the message to your buyer.

Moreover, Etsy Messenger allows you to keep track of all your conversations with your buyers, making it easier to manage your communication and respond promptly. You can also set up an auto-reply for messages to let your buyers know when they can expect a response. By using Etsy Messenger effectively, you can improve your customer satisfaction and increase your sales on the platform.

Setting Up Etsy Messenger

As a seller on Etsy, it’s important to have a way for buyers to contact you with questions, concerns, or custom order requests. Etsy Messenger is a great tool for this purpose. Here are the steps to set up Etsy Messenger:

Connecting Etsy Messenger to Your Shop

The first step to setting up Etsy Messenger is to connect it to your shop. To do this, follow these simple steps:

  1. Go to your Shop Manager and click on Settings.
  2. Click on Info & Appearance.
  3. Scroll down to the section labeled “Customer Service” and click on “Edit.”
  4. Toggle on the “Allow buyers to contact you through Messenger” option.
  5. Click “Save.”

Adjusting Your Etsy Messenger Settings

Once you’ve connected Etsy Messenger to your shop, you can adjust your settings to make sure you’re getting the most out of the tool. Here are a few settings you may want to adjust:

  • Response Time: You can set a response time for your shop to let buyers know when they can expect to hear back from you. This can be set to anywhere from 1 hour to 24 hours.
  • Auto-Reply: You can set up an auto-reply to let buyers know that you’ve received their message and will get back to them as soon as possible.
  • Saved Replies: If you find yourself answering the same questions over and over again, you can save a reply to use in the future.

By following these simple steps, you can set up Etsy Messenger and start communicating with your buyers more efficiently. Remember to respond to messages in a timely manner to provide excellent customer service.

Using Etsy Messenger as a Seller

Etsy Messenger is an essential tool for sellers to communicate with their customers. It is a convenient way to stay in touch with buyers, answer their questions, and provide excellent customer service. Here are some tips on how to use Etsy Messenger as a seller:

Sending Messages to Customers

Sending messages to customers is easy. Simply go to your account and select the Messages icon. From there, you can compose a message to a specific customer or start a new conversation. When sending messages to customers, it is important to be professional, polite, and prompt. Respond to messages within 24 hours to show that you value your customers’ time and business.

Responding to Customer Messages

Responding to customer messages is an essential part of providing excellent customer service. When responding to messages, sellers should be courteous, helpful, and informative. If a customer has a question or concern, try to address it as quickly and thoroughly as possible. If you need more time to research an answer or resolve an issue, let the customer know when they can expect a follow-up message.

Managing Conversations

Managing conversations is an important part of using Etsy Messenger as a seller. Keep your conversations organized by using the Archive feature to move completed conversations out of your inbox. You can also use the Star feature to mark important conversations or messages. If a conversation becomes difficult or unproductive, you can use the Block feature to prevent the customer from sending you further messages.

Overall, using Etsy Messenger as a seller is an effective way to communicate with your customers and provide excellent customer service. By sending messages to customers, responding promptly and professionally, and managing your conversations, you can build strong relationships with your buyers and increase your sales on Etsy.

Best Practices for Using Etsy Messenger

As a seller on Etsy, using Etsy Messenger is an important tool to communicate with your customers. Here are some best practices to keep in mind when using this feature:

Crafting Effective Messages

When crafting a message to a customer, it is important to be clear and concise. Use proper grammar and avoid using slang or idioms, as they may not be understood by all customers. Be sure to address the customer by name and personalize the message to their specific needs. Additionally, always proofread your message before sending it to ensure there are no spelling or grammatical errors.

Responding to Difficult Customers

It is inevitable that you will encounter difficult customers from time to time. When responding to these customers, it is important to remain professional and polite. Listen to their concerns and try to find a solution that will satisfy both parties. If the conversation becomes hostile or inappropriate, it is okay to end the conversation and report the customer to Etsy support.

Avoiding Common Mistakes

One common mistake that sellers make is not responding to messages in a timely manner. It is important to respond to messages as soon as possible, ideally within 24 hours. Another mistake is not setting up an auto-reply for when you are unavailable. This can be done through the Etsy Messenger settings and will let customers know when they can expect a response from you. Finally, avoid using buzzwords or cliches in your messages as they can come across as unprofessional.


Using Etsy Messenger as a seller can greatly benefit your business. It allows you to communicate with your customers in real-time, answer their questions, and provide them with excellent customer service. By using Messenger, you can build a relationship with your customers, which can lead to repeat business and positive reviews.

Make sure to enable Messenger on your Facebook page and set up your Messenger username and link. Respond to messages promptly and professionally, and avoid using slang or idioms. Use Messenger to send important updates and promotions to your customers, but don’t spam them with too many messages.

Remember to always keep your customers’ privacy in mind and avoid sharing any personal information. By following these tips, you can use Etsy Messenger to its fullest potential and improve your overall selling experience on Etsy.