FAQ


BOUTIQUES

HOW DO I START A BOUTIQUE ON THE MIRAPOSA MARKETPLACE?

You must apply to become a boutique seller on Miraposa. We ask for applications to ensure that our boutiques are of a certain standard. Our boutiques will comprise of key emerging design talent, groundbreaking independent labels and boutiques. We can not guarantee your success as a seller and only a small percentage of those that apply to be boutique sellers will be successful, but please do not be discouraged if you are not chosen; if you have the potential to be a boutique our Seller Support team will advise you on how to get up to speed for our platform.

To open a boutique you must first apply for a boutique. Once your application has been reviewed we will respond to you within 3 working days as to how to proceed. We may request further information or imagery to ensure that your boutique is right for the seller marketplace and will therefore have a successful selling experience. We reply to all applications but due to the volume to applications we receive, we are unable to give specific feedback if your application is unsuccessful.

HOW TO SET UP MY BOUTIQUE?

Watch this video to show you how to add your products and descriptions.

https://www.youtube.com/watch?time_continue=103&v=FRBkcFDXHnc

DO I HAVE A CONTRACT WITH MIRAPOSA?

You are not tied into any formal contract with Miraposa. Each invoice is paid monthly and it is your responsibility to maintain your boutique on the Miraposa seller platform. If you are having any issues or require any assistance, contact us at info@miraposaapparel.com.

WHAT ARE THE BOUTIQUE FEATURES?

Each boutique has a unique store front which is fully editable and allows you to build your own branded area. Boutiques can have up to five images per product which creates a great opportunity to showcase all aspects of the item.

Boutiques can link their storefront to their social channels in order to market themselves to their network.

Designers and Boutiques products are featured in our on-line social media marketing campaigns, edits, onsite features and across our social channels. We also will promote your brand on key category and home pages to drive traffic directly to their store.

Boutiques appear in the Brand Menu.

WHAT ARE THE CRITERIA FOR HAVING A BOUTIQUE?

To have a boutique you must be a new or independent fashion brand. A boutique must have at least 6 product listings at all times.

  • Boutiques must follow the Miraposa photography rules which require all products to be shot on a person and in natural daylight, Quality boutique imagery is really important to a boutique’s success and is a key sales driver so it is mandatory to follow the photography guide for boutiques.
  • Boutiques must provide customer service which meets or exceeds our Boutique Standards Guide. Failure to do so could result in your boutique being removed from the Miraposa seller marketplace.

What are the MIRAPOSA BOUTIQUE STANDARDS?

We want to ensure that our customers have the best shopping experience possible no matter what boutique they are buying from.

STOCK: 100% owned, genuine and ready to ship

SHIPPING: 2 Working Days

CUSTOMER REPLIES: 1 Working Day Max

RETURNS & REFUNDS: 2 Working Days

FEEDBACK RATING: 90% To Run A Boutique

Stock must be physically owned in quantity and brand new condition as listed on the Miraposa website. Pre-order, stock in transit, “drop-shipping” is NOT permitted. Made to Order or Custom items, must be shipped and delivered within the time stated on your listing.

We require orders to be shipped within two working days following payment (public holidays are not counted as working days) • A shipping note should be included within the parcel • Shipping estimates must be realistic

Custom products: • Made-to-order items should be shipped within five working days following the date of payment • Custom-made items must be shipped within five working days of receiving customer’s measurements • “made-to-order” or “custom-made” - must be clearly stated in the listing title or description.

What do I include in the SHIPPING CONFIRMATION?

This is the most important message you will send your customer.

Key points to include in your shipping confirmation: • When the parcel was posted and by what delivery service, speed and carrier • A tracking number and/or delivery estimate (be honest and realistic with estimates) • Call to action - if an order hasn’t been received by a certain time, ask to customer to contact you, this can save you a PayPal dispute or bank chargeback.

Here is an example:

Hi Susan,

Thanks for your order! Your parcel was posted today by UPS Mail First Class Signed For. The tracking number is AB5421110GB. You can track your parcel here: www.upsmail.com/track-your-item.

It should be with you in 1-2 days. If your order has not arrived within 2 days, or you have any queries, please message us via our Miraposa boutique. 

We hope you love it!

Prompt replies to customers are essential. • If a customer has not yet placed an order but has sent you a message, a timely response is recommended to maximize conversion into a sale • Once a customer has placed an order, respond right away if possible or within one working day at the latest (public holidays are not counted as working days)

What is the Return Policy?

RETURNS -2 Working Days Max

Processing returns for refund or exchange.

  • Refunds or exchanges must be processed within two working days following receipt of returned goods (public holidays are not counted as working days)
  • Remember to include a shipping note with exchanges
  • Depending on the nature of the return (unwanted, wrong item, not as described, faulty), you may need to refund original postage charges and additional return postage charges

Refunds: get it right.

  • Returns are part of doing business online. While you are not obliged to accept returns, it is usually better to accept a return
  • This increases the chance of repeat custom and positive feedback rather than leaving a disgruntled customer who may open a PayPal dispute and/or leave negative feedback
  • Unwanted or unsuitable items
  • Full item cost (it is optional to also refund the shipping fee)
  • Full item cost and standard shipping fee if returned under the Consumer Contracts Regulations 2013 (i )
  • Faulty items and items significantly different to description
  • Full item cost plus original shipping fee and return shipping fee.

Boutiques must maintain a feedback rating of 90-100%.

  • Your feedback rating is calculated as your percentage of positive and neutral feedback
  • All customers are asked to submit feedback
  • It pays to resolve issues. Customers can only revise feedback to be better than their original feedback and comments can be revised up to 45 days after the order date. Customers are usually happy to revise feedback if circumstances have improved or been corrected.

HOW DO I CUSTOMIZE MY BOUTIQUE?

Go to Edit Boutique You can then customize the various elements; .

  • Boutique storefront
  • Logo
  • Showcase of items
  • About Us profile
  • Social networks
  • Listings

This is a great opportunity to really sell yourself to customers and get across your brand message. Your boutique storefront should represent your brand and what you are selling in your boutique in a clear and concise way, we advise that you use one strong image and your logo. Contact your account manager should you want any feedback or assistance.

HOW DO I REMOVE MY BOUTIQUE?

You can remove your entire boutique and all products by visiting account status and selecting Remove Your Boutique. You will be asked to confirm your decision before the process is complete. Please email info@miraposaapparel.com before removing your boutique.

You may not remove your boutique if you have any open orders.

Once you remove your boutique:

  • Your store will be removed from the website and will not appear in Boutique listings
  • Your subscription will be cancelled
  • Your items will no longer be for sale on the Miraposa Boutique Marketplace

HOW MUCH DOES IT COST TO HAVE A BOUTIQUE?

A boutique on Miraposa is free monthly and there is a sales commission of 30%. Commission will be deducted in different ways depending on the customer’s payment method.

HOW DO I GET PAID?

The seller gets paid via PayPal upon a sale after deducting his/her commission.

The seller must have a business PayPal account in order to get paid.

HOW DO I PROMOTE MY BOUTIQUE?

At Miraposa we encourage all boutiques to link to social media accounts, this enables boutiques to promote to their network and also drive traffic to their boutique. If you are posting any relevant content on your Social Media accounts be sure to tag “@Miraposaapparel”.

HOW DO I GET NOTICED ON MIRAPOSA?

The best way to get noticed around the site is to ensure that you have a really well thought out boutique and have the best product imagery that you can possibly have. It is great to try to develop a brand identity through your imagery which means customers will start to recognize your products and your boutique. Great imagery gets featured around the site as we want to present the best to our customers, so don’t underestimate the difference between an average image with crumpled clothing and a clean and bright shot with clothing presented in a way that shows it off to its best advantage.

Ensure that you maintain great customer service and keep your feedback rating as close to 100% as possible; customers are more likely to shop from a boutique that is trustworthy an offers great service and this is why the feedback rating is so important.

HOW DO I CHANGE THE NAME OF MY BOUTIQUE?

To change the name of your boutique you need to request a name change by contacting us at info@miraposaapparel.com.

HOW DO REFUNDS WORK?

It is our policy to accept returns within a 15 day period, once you receive the return from your customer and it is in acceptable condition within that time frame, you can refund the buyer directly and once that is completed, send us your transactional receipt of the credit and we will credit you for the commission that we received. We do not pay for any shipping costs, that is your responsibility.

HOW MANY ITEMS CAN I SELL IN MY BOUTIQUE?

As a boutique seller there is no limit to the amount of products that you can sell at any one time, however we do advise that you do not let your boutique fall below 8 products, it means that you will have a strong selection on offer to customers which means that they will have a great experience shopping your boutique, by keeping your boutique replenished and refreshed with new listings you can also grow your repeat orders business.

DO I HAVE TO HAVE DO ANY SPECIAL SET UP ON MY PAYPAL ACCOUNT?

You must have a verified PayPal business account before selling on Marketplace. Most default settings should be fine.

LISTING AN ITEM

HOW DO I SHOW AN ITEM THAT HAS DIFFERENT SIZES AVAILABLE?

For items that are available in different sizes, you can list those as part of a single product listing and manage the stock of each. For items with different styles (e.g. long sleeve and short sleeve t-shirts) and different colors you should complete a separate listing.

I CAN'T UPLOAD MY PHOTO?

The ideal image size is 870 x 1262 pixels. If you upload bigger images these will need to be cropped and smaller images may appear blurry or with a white border. All images are portrait orientation. You can have four extra product images aside from your main ‘hero’ shot – these images have the same dimensions as above, but can include close-up and studio shots to better show-off the detail of your item. Find out more in the photography guide. You can have four extra product images aside from your main ‘hero’ shot – these images have the same dimensions as above, but can include close-up and studio shots to better show-off the detail of your item.

WHAT ARE THE BOUTIQUE RULES FOR PHOTOGRAPHY?

We absolutely LOVE seeing great photography on Marketplace. We know that our shoppers get inspired by beautiful imagery, plus it helps to build your brand identity and emphasizes how amazing your product is, too. Whether it’s indoors or outdoors, on location or in a studio, the best place to shoot your imagery is totally up to you. We do have a few things you need to think about before snapping, though. Please don’t use:

  • Stark lighting: We want your shots to look as real as possible – try to shoot in natural light or, if you have to lift the shots, keep any artificial lighting as natural-looking as possible
  • Too much editing: Don’t over retouch or add harsh filters, borders or watermarks to your shots. We also don’t allow collages – images should contain only one shot
  • Flat shots, pack shots or mannequin shots: Items must always be shot on a model.* Please don’t upload shots featuring more than one model, too
  • Images which don’t make it clear what is being sold: For example, when shooting jewelry please don’t stack/layer items – it must be explicitly clear which item is up for grabs in your listing
  • Someone else’s imagery: You must own the shots you upload to your boutique – we don’t allow stock imagery/imagery from suppliers on Marketplace, even if you have purchased the rights to use the images
  • Black and white images
  • Catwalk shots

*If you’re selling stationery, items do not need to be shot on a model but everything else above should be followed. The same applies to earrings: for hygiene reasons (if you only have one pair) these can be shot in the palm of your hand. The Marketplace team check new listings daily – if any listings are found which don’t follow the above, we’ll need to remove them from the site while you make a few changes. 

WHAT ARE BOUTIQUE STANDARDS?

It is all about boutiques providing great customer service and great products. The Boutique Standards Guide provides a base service level across product, communication, shipping and returns. This ensures customers receive a good experience whoever they shop with, increasing sales and return shopper rates. Boutiques are encouraged to exceed these standards wherever possible, but must not fall below. 

WHY CAN'T I SEE MY ITEMS'?

We may suspend items that that are inappropriate for the Miraposa Marketplace. This includes but is not limited to items that are not clothing, fashion accessories or shoes; photography that is not according to our photography guidelines; offensive language; sexually explicit language/photography.

If you still have questions about your listing, you can contact us on info@miraposaapparrel.com

DO I NEED TO INFORM CUSTOMERS IF MY ITEMS ARE CUSTOMIZED?

For items that are customized you must clearly state it in your product description as this could impact if you accept returns on the customized items.

HOW CAN I RELIST AN ITEM?

Listings on Miraposa Marketplace have an initial ‘life cycle’ of 1 year. days. However, if you wish to extend, you may add to clearance at a discounted price of 20% or more until it sells out. 

HOW MUCH COMMISSION DO I PAY ON CLEARANCE ITEMS?

Miraposa reduces commission on all Clearance sales. Boutiques pay 15% commission on all Clearance sales.

HOW DO I ADD ITEMS TO CLEARANCE?

You can only ‘add to clearance’ once your listing has expired. When this happens, please go to ‘Manage Items’ in your My Account and find the relevant product. Select ‘add to clearance’ from the ‘Actions’ drop down menu.

PROMO CODES

WHY WOULD I USE A PROMO CODE?

Promo codes are used for the following reasons;

  • Discount items that are currently trending
  • Reward returning customers by creating a promo code to send out with your orders.
  • Create a code especially for people in your social networks. You could send a code to anyone who re-tweets your link or shares something on Facebook.
  • Why not try approaching your favorite blogs with a discount code especially for their readers in exchange for a little coverage on their site.
  • Why not create a code for anyone you meet, maybe put it on any flyers or business cards.

HOW DO I CREATE A PROMO CODE?

Log in to your account, go to the Promote tab under My Account and select Create a Promo Code. Go through each step on the page then click 'create this promo code' .

HOW DO I DISTRIBUTE PROMO CODES?

You have 2 options - keep your promo code private and send out to specific users by message or in an order, or make your promo code public. Public Promo Codes, when active, will appear on your product pages and will be visible to all users. You may only make one promo code public at a time.

HOW MANY TIMES CAN A PROMO CODE BE USED?

You can specify how many times a promo code can be used when you create your code. Choose between one use, multiple use or unlimited uses. NOTE: this refers to the TOTAL uses of the coupon, not the uses per person.

CAN I DELETE A PROMO CODE?

Yes, you can deactivate or delete promo codes at any time. If you think you will want to use that Promo code again, deactivate it. If you delete a promo code entirely, you’ll have to create the code again from scratch.

WHY DOES MY PUBLIC PROMO CODE NOT APPEAR ON SOME ITEMS?

When you create a public promo code the discount message will appear on all of your product pages, with the exception of products listed within the last 7 days.  Don't worry though, once your items are listed for longer than 7 days, they'll automatically display any active public code you have live.

SALES & PROMOTION

WHAT IS A SALE?

The Miraposa boutique marketplace has site-wide sales a couple of times a year. You will be alerted by email when we have an upcoming sale, keep an eye on our sale section for upcoming dates.

HOW DO I ADD ITEMS TO A SALE?

A few days before we hold a sale you will be able to add items to it by going to My Marketplace > Manage Items and selecting a sale discount for the item. When you add an item to our sale or event it will automatically be discounted to the lower price when our sale or event begins. You can remove an item’s discount at any point. When the sale or event ends your items will then be put back to their original price.

HOW DOES A PROMO CODE WORK ON A SALE ITEM?

If there is a promo code then it will only work on an already discounted item if the discount is bigger than the current discount.

WHAT IS A PROMOTION ON MARKETPLACE?

Miraposa has dedicated promotional events most months continually throughout the year. You will be alerted by email when we have an upcoming event. A few days before we hold an event you will be able to add items to it by going to My Marketplace > Manage Items and selecting a sale discount for the item. 

HOW DO I ADD ITEMS TO A PROMOTION?

When you add an item to an event it will automatically be discounted to the lower price when the event begins. Items will then be placed in to our Event category. You can remove an item’s discount at any point. When event ends your items will then be put back to their original price.

HOW DOES A PROMO CODE WORK ON A PROMO ITEM?

If there is a promo code then it will only work on a full price listing.

FEES & INVOICES

HOW MUCH DOES IT COST TO LIST ITEM?

It's completely free to list an item; we only take a fee when you sell the item.

WHAT PERCENTAGE OF THE ITEM PRICE DOES MARKETPLACE TAKE?

Marketplace charges a commission fee of 30% based on the price of an item when an item is sold.

HOW DO I PAY MY INVOICE?

Any payments owed to Miraposa are automatically removed from your PayPal account, so you do not have to take any action to pay an invoice. If for some reason this payment fails you should contact PayPal to resolve the issue as soon as possible so the invoice payment can be taken.

SHIPPING

HOW LONG DO I HAVE TO SHIP MY ORDERS?

The maximum delivery time for items is 15 days. Orders must be shipped within 2 days of payment clearance in line with boutique standards. Made-to-order and custom-made items must be shipped within 5 working days.

WHAT SHOULD I INCLUDE WITH ITEMS I SHIP?

It is advisable to include a shipping docket which confirms the order and your boutique. It is also a great opportunity to grow repeat business, so include a special thank you note. Always ensure that your order is shipped with care, effort and attention to detail. The small things such as beautifully packaged items make a big difference to customer perceptions of your business and generate positive feedback.

CAN I SOLICIT MY BUSINESS OR WEBSITE

Do not include your own website or solicit customers from the client base of the Miraposa website to your own website We are actively promoting your business for you to gain your customers to our website and will terminate our efforts and eliminate your account on the boutique marketplace.

 

HOW MUCH SHOULD I CHARGE FOR SHIPPING?

You should not charge more than the actual shipping cost. Customers see delivery services as an extension of your business. You should research different delivery providers to find the one(s) that best suit the products you sell.

HOW DO I SPECIFY REDUCED SHIPPING WHEN CUSTOMERS BUY MULTIPLE ITEMS?

 

WHAT DO I DO IF I'VE SHIPPED AN ITEM THAT WAS CANCELLED BY THE BUYER?

Orders may be cancelled by the buyer or the seller up until the point when they are marked as shipped. If you have shipped an item and the customer disputes the payment, you will need to complete the relevant dispute process:

PayPal and PayPal Guest Checkout: There will either be a PayPal dispute or Chargeback requiring your attention in your PayPal account. Depending on how the case has been filed, PayPal will request information from you, such as parcel tracking and proof of delivery, to help manage your case for you.

ORDERS CANCELLATIONS, REFUNDS & RETURNS

WHEN CAN AN ORDER BE CANCELLED?

Orders may be cancelled by the buyer or the seller up until the point when they are marked as shipped

WHAT HAPPENS IF SOMEBODY WANTS TO RETURN MY ITEM FOR A REFUND?

Items may be returned for a full refund, so long as the item is received back to the seller in the same condition as it was sent. If the item is made-to-measure can only cancel the order before it is shipped provided that the garment hasn’t been altered or made yet.

If the customer wishes to return it for any reason they will inform the Seller in writing:

Within 14 days of receiving the item.

You will then provide instructions on how to return your item and once your item is received back, process using the refund action within the order page. 

Do not ask customers to send returns to Miraposa. We cannot recover items incorrectly sent to us.

Return postage is the customer's responsibility unless the item is incorrect or faulty, in which case the boutique will need to make arrangements to cover the return postage. If a customer cancels under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 any standard shipping charges paid to receive their purchase will need to be included as part of your refund.

The items must be unworn and in their original condition save for the customer's right to inspect the goods and try on the garments. It is the customer's responsibility to ensure that returned goods are adequately packaged so it arrives back undamaged. You are not obliged to accept refunds in other scenarios, however it can be better to accept a refund, otherwise disgruntled customers can be prone to leaving negative feedback (even if you believe this is unjustified).

WHAT HAPPENS IF SOMEBODY WANTS TO RETURN MY ITEM FOR AN EXCHANGE?

You are obliged to accept returns if the item arrives with a buyer not in the condition that it was advertised as in the listing. While you are not obliged to accept exchanges in other scenarios, in our experience it is usually better to accept an exchange rather than leave a disgruntled customer and receive negative feedback..

WHO PAYS FOR THE RETURN POSTAGE IF AN ITEM IS FAULTY OR INCORRECT?

If you, the seller, are at fault (e.g the item is faulty, or a different color, style or material to that listed) you are obliged to offer to cover the return delivery costs. This would need to be a direct payment from you to the buyer via PayPal.

DISPUTES

WHAT IS A DISPUTE?

A dispute occurs when a buyer and a seller cannot resolve a problem with a purchase. For most scenarios this should be resolved through PayPal, who manage the resolution of transactions and finances.

HOW DO DISPUTES WORK?

Raising a dispute should be a last resort for your customer. As the boutique you should always try to resolve the issue by communicating and cooperating with the seller first. Disputes may take some time and will require buyer and seller to provide evidence of their actions in the transaction and delivery of the item. You can find more information about PayPal disputes and the Marketplace Money-Back Guarantee

 

HOW ARE DISPUTES RESOLVED?

Disputes are resolved by PayPal. Disputes may be time consuming and require buyer and seller to provide evidence of their actions in the transaction and delivery of the item. Once they have been resolved PayPal will inform Marketplace of the result. We rely on accurate reporting and dispute resolution to maintain its fashion integrity, and ensure boutiques uphold boutique standards.

DROP SHIPPING

WHAT IS DROP SHIPPING?

Drop Shipping is merchandise that is being sent from another brand or vendor and you do not have the merchandise in your possession.

WHY CAN'T I DROP SHIP?

Our Boutique Marketplace is a fashion website which provides a platform for boutiques which are small businesses selling their own label, or multi brands.

Miraposa supports creativity and small businesses. We do not support the drop shipping business model. If a seller is thought to be running their business as a drop shipper then we will remove that seller’s account(s) from the site without notice or prior warning to the seller and shall take any measures it deems necessary to ensure that subsequent drop shipping accounts are not opened on the Site.

We support independent labels that are small businesses, and support multi-brand boutiques that may possibly have their own store and are looking to diversify their selling options. In essence we support sellers that have a legitimate business and are taking selling fashion seriously.

WHAT ARE THE OTHER OPTIONS?

Ensure that you take all your own pictures and use them on your Boutique’s listings to prove that you own the items that are for sale.

CUSTOMER FEEDBACK

WHY IS THERE A FEEDBACK SYSTEM?

We believe all feedback, whether good, neutral or bad, is an integral part of selling and should be used as a benchmark for how Boutiques can improve their quality and service.

We encourages all boutiques to engage with customers to resolve instances of negative feedback by rectifying the situation. Boutiques can message the customer through the Miraposa Marketplace and ask them to change their feedback rating, a rating can only be changed once and positively.

Miraposa takes feedback ratings seriously and if the rating falls below 90% then a boutique risks being removed from the Designer Marketplace. On occasion there will be unfair feedback left and we only review negative feedback in exceptional circumstances. These are:

  • Etiquette is breached: Feedback that contains email addresses, telephone numbers, mail addresses, social media tags, offensive language, false statements, or content unrelated to the boutique will be removed.
    Examples: “I would like to return this dress. please send me an return label to this email address: customername@gmail.com”
    “Nice trousers but the jumper from [another boutique’s name] arrived with a mark on it”
  • The feedback is no longer relevant or no longer true: The customer has raised an issue which the boutique has not been previously aware of and/or promptly dealt with in line with Marketplace’s boutique standards:
    Examples:
    “I was unhappy with the product, returned it and haven’t received a refund” (records prove the item was refunded before feedback was left)
    “Item arrived with a missing button” (if a missing button was clearly highlighted in the description, feedback can be removed)
  • The feedback is a factor unconnected with the transaction:
    Examples:
    “I bought this sweater then saw a cheaper one elsewhere” (feedback removed)
    “Customs charged $51 before I got the parcel… NOT happy” (as the importer, customers are responsible for any customs duty due, feedback can be removed)
  • The feedback is a question that is related to a product or a general question:
    Examples:
    “Can you please tell me if this is true to size?"
    “Where is my order?"
  • The feedback is a premature:
    Examples:
    “Where is my order? It’s been 10 days" (item was shipped in 24 hours and the original delivery estimate was 12 days – feedback removed after boutique has contacted customer).

TERMS & CONDITIONS

The Marketplace Review team can only review feedback once.

Feedback over 60 days old is considered final and cannot be reviewed or amended.

In all instances of negative or neutral feedback the boutique must always try and resolve the issue before contacting the team.

The boutique must attempt to resolve the matter directly with the customer by messaging them through the site, the customer can amend their feedback rating once (and only positively)

How do I avoid negative feedback in the first place?

  • An accurate listing with detailed description and sizing
  • Prompt shipping that is in line with the shipping profile
  • A detailed shipping message to the customer including the tracking number
  • Keep customers up to date with any unexpected delays and  offer incentives for them to shop again
  • Prompt replies to messages and prompt handling of customer queries
  • Include a delivery note

HELP! I’VE RECEIVED NEGATIVE FEEDBACK. WHAT’S THE BEST THING I CAN DO?!

Receiving negative feedback is part of retailing, so if it happens keep calm and take a step back to review the order.

Always try to resolve the issues directly with the customer and really assess why the negative feedback was left and learn from it so that your future customers have the best possible shopping experience with your Boutique.

We recommend always responding to the customer in as helpful manner as possible. If there’s a delivery issue, why not reconfirm the customer’s tracking information, or check it yourself for any issues? Are they not happy with the item? Let them know how to return it for a refund. Imagine yourself as the customer and always be polite and helpful in replies.

I’VE RECEIVED NEGATIVE FEEDBACK. WHAT SHOULD I AVOID?!

Put yourself in the customers shoes and remember that you are running a business, we advise that you do not be defensive, write an essay or blame an unrelated factor, instead reply to the customer being super helpful as ultimately the customer just wants the item they ordered, once any issues are ironed out customers are usually more than happy to reconsider their feedback.