Beginner’s Guide to Customer Service

  • Create a great customer experience in your So Vegan Market store
  • Communicating with buyers
  • Resolving customer service issues
  • Building relationships

What Is Good Customer Service? #

The short definition of customer service is making sure the client is happy. The longer version is to ensure the client or buyer is satisfied with the product or service provided, and with the sales, delivery, use, and other components of the purchasing process. The seller on SVM should provide consistently excellent customer service. As a business owner, creating strong relationships with your customers is key to the success of your store. Putting in the effort to connect with your clients can have a powerful impact on your positive reviews, repeat sales, and exposure on So Vegan Market.

Create a great customer experience in your So Vegan Market store #

Customer service starts the moment a shopper first clicks on your listing. Your product alone isn’t enough to help a shopper decided to make a purchase. Shoppers also want to know key information like product specifications (size, color, material, etc.), how long it will take to ship, and if they can return or exchange products. Clear listings and policies build trust with potential buyers. 

Tips for providing great customer service in your store and listings:

  • Make sure product photos are clear and show the details. 
  • Make sure important product specifications are clear to avoid shoppers having to message and ask questions.
  • Set expectations that you can realistically meet for things like production and shipping timelines.
  • Communicate detailed and transparent store policies.

To edit your listing details:

  1. On, click the Your Account icon, then click Store Manager.
  2. Click Products.
  3. Click on the thumbnail of the listing you want to edit or select Edit  from the actions menu.

To edit your store policies:

  1. On, click the Your Account icon, then click Store Manager.
  2. Click on Settings.
  3. Choose Store Policies tab.
  4. Scroll to the Store policies section you wish to edit.

Your store policies have several sections. Each section is a template and you can select the options that you want for your store.

  • Shipping Policy
  • Refund Policy
  • Cancellation/Return/Exchange Policy

Learn more about creating great product listings.

Communicating with buyers #

Communication between sellers and buyers is one of the most important factors in a successful transaction. Shoppers may message you with questions before they purchase a product, after they order with questions about shipping timelines or issues with their order, or with questions or concerns after they receive their order. 

Tips for communicating with customers:

  • Use an inviting and polite tone to establish trust.
  • Be consistent and quick to get customers the information they want fast.
  • Address questions or concerns with clear, concise answers.
  • Be honest and set expectations you can realistically meet.

To reply to a Message:

  1. On, click the Your Account icon, then click Store Manager.
  2. Click the Support tab.
  3. From here you can choose and open a message from the buyer by clicking on the reply icon.

4. Type your response in the Message box, attach files if necessary, choose the priority and the status of the message.

5. Click Send.

To start a Message with a buyer:

  1. In Store Manager, click on the Orders tab.
  2. Find the order you want to contact a buyer about.
  3. Click on the order number or the View Details icon to open it.
  4. Scroll Down till the Order Notes section.
  5. Type your message in the Add Note box, attach notes, choose “Note to customer
  6. Click Add.

Customer Support details #

You Should also update your customer support details in order to help buyers to find you or communicate with you. To find this you need to go to your Store Manager dashboard> Settings> Customer Support. Here you can update your phone, email and address.

This information will be available on the seller store page, on the order details and on the store invoice.

How to resolve customer service issues #

Whether it’s a lost package, delayed production, or a customer is not happy with a product they purchased, sometimes things go wrong. By acknowledging the problem and taking practical steps to resolve the issue, you can often alleviate a frustrating situation and build customer loyalty. 

Tips for resolving customer service issues:

  • Acknowledge the customer’s concern so they feel heard.
  • Instead of placing blame, focus on doing what you can to make it right.
  • Be patient and understanding in your communication with the customer.
  • Work with the customer to find a solution swiftly.
  • If a product is lost in shipping or a customer requests changes to a custom product, consider taking a small loss for the return of customer satisfaction and loyalty.

Learn more about resolving disputes with buyers.

Building relationships #

Customer service doesn’t stop after the transaction has ended. Many customers become repeat buyers so keeping in touch can go a long way to build those relationships. Before reaching out to customers, be sure that you have the buyer’s consent to message them and are complying with applicable local marketing laws.

Tips for building relationships and customer loyalty:

  • Follow up after a purchase to make sure the customer is satisfied. 
  • Consider offering special coupon codes to entice past buyers to purchase again. 
  • Stay in touch with loyal buyers to let them know about special offers, new products, or shop announcements. 
  • Follow up with customers who have expressed an interest in your products but never followed through.

To set up a sale or coupon:

  1. On, click the Your Account icon, then click Store Manager.
  2. Click on the Coupons tab.
  3. Click Add New.
  4. Click New special offer.

To know more about coupon read this article.

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