Free tool · for Etsy sellers and handmade small businesses
Customer Service Response Starter
The hard messages always land at the worst moment. The package that never came. The reaction to a product. The buyer who wants the wholesale price for one item. The “refund me and I’ll take down my review.” You know what you want to say — you just don’t want to spend an hour finding the words while you’re annoyed. This free starter gives you ten of those replies already written, one from each of ten categories, and each one comes in three voices so you can pick the temperature instead of agonising over it.
Take it with you — free, no signup
Hosted free on Ardent Seller, our software for makers. No email, no account — the download is right there on the page.
What it does
- Ten ready-to-send responses — one each from lost packages, late shipments, allergic reactions, custom-order mix-ups, “not as pictured”, late refunds, address changes, low-ball discounts, wholesale that doesn’t fit, and the negative-review negotiation.
- Every response written three ways: firm (holds a boundary, kindly), warm-firm (the everyday default), and conciliatory (for your own mistakes and your best customers).
- A one-line note on each about which voice to reach for, and why — so the choice takes a second, not a morning.
- Fill-in-the-blank fields throughout, so it reads like you rather than like a canned reply.
- One PDF, laid out for US Letter and scaling cleanly to A4. No signup, nothing saved anywhere, nothing to log into.
Own it, don't rent it
Want the other 80 replies?
This free starter covers ten messages. The full Maker’s Customer Service Response Library covers 90 — 75 direct responses across eleven categories at all three voices (225 scripts in all), plus a 15-reply public-review sub-library for the reply box on Etsy, Google and Amazon, where you’re really writing for the next shopper. It ships in four formats — a searchable Excel index you can Ctrl+F, a print-ready PDF library, an editable Word master, and one plain-text file per scenario — with a Start Here playbook for the high-stakes ones: allergies, food safety, chargebacks, and review extortion.
A one-time purchase you keep and reuse for the life of your shop — the owned script library between a blank message box and rewriting the same apology every week.
Message wording for your own business, not legal, medical, or compliance advice. The allergy and food-safety replies are written to show genuine concern without admitting fault, but you are responsible for the rules where you and your customers live, and a serious incident deserves a professional. Free to use; please don’t resell or redistribute.