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Curated categories & trending items

Personalized suggestions based on browsing and searches

Source: Etsy official site

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Reviewing New Orders:

Receiving order notifications via email and Shop Manager

Checking order details and variations

Reading customer notes

Verifying shipping address

Confirming processing time and scheduling

Source: Phoenix TV (2022)

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Etsy is a global marketplace for handmade & unique goods:

Founded in 2005

P2P model empowering independent sellers

Focused on creativity, individuality, and human connection

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Launched in 2005 with a unique mission

Focused on craftsmanship, stories, and real human connection

A platform for handmade, vintage, and creative goods

Guided by the vision: “Keep Commerce Human”

Now a global community of creativity and individuality

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High-quality images of the product

A detailed description of the item

Pricing, shipping costs, and estimated delivery times

Reviews from previous customers and feedback

Source: Etsy official site

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Adding item to cart with option:

Continue shopping

Review cart

Proceed to checkout

Source: Etsy official site

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Shipping Info at Checkout:

Enter address

Use saved address

Apply discount code

Source: Etsy official site

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Payment Options on Etsy:

Credit cards, PayPal, gift cards

Secure checkout process

Source: Etsy official site

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Source: EngageBay. (n.d.). Confirmation Email Examples That Boost Customer Trust

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Order Confirmation:

Order confirmation page displayed

Confirmation email sent

Includes delivery date & tracking number

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Source: Outfy. (2023). How to Leave a Review on Etsy

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Order Processing:

Receiving order

Preparing item

Following stated processing time

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Shipping and Tracking:

Updating order status to “Shipped”

Adding tracking number (if available)

Tracking package via “Track Package” in Purchases & Reviews

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Delivery:

Order delivered to customer

Delivery time varies by carrier & location

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Source: Parsio. (n.d.). How to Automatically Extract Etsy Emails to Google Sheets

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Order Completed:

Order status updated to “Delivered”

Customer may receive review reminder email

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Buy & Print Shipping Label:

Select “Buy Shipping Label” in order

Discounted rates via USPS, UPS, Royal Mail...

Input package size & weight

Download & print shipping label (PDF)

Label shows sender, recipient, barcode, tracking number

Tracking number auto-sent to customer

Source: LitCommerce. (2023)

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Source: Ultimate Guide to Etsy Shipping & Etsy Shipping Tipsrn (2024)

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Packaging the Order:

Packaging order properly and aesthetically.

Choosing suitable materials based on product type

Attaching shipping label clearly

Including optional inserts (invoice, thank-you card, business card...)

Source: Ultimate Guide to Etsy Shipping & Etsy Shipping Tipsrn (2024)

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Shipping the Order:

Drop off package at post office or carrier

Schedule pickup (if supported)

Verify tracking is active after scan

Source: Nguyen (2025)

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Source: Ultimate Guide to Etsy Shipping & Etsy Shipping Tipsrn (2024)

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Monitoring During Shipping:

Tracking shipment progress via tracking number

Reaching out to buyer if delays or issues occur

Responding to opened cases within 48 hours

Keeping shipping receipts and product photos as evidence

Source: Ultimate Guide to Etsy Shipping & Etsy Shipping Tipsrn (2024)

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Source: How to Get the Most Out of Your Shop Stats (n.d.)

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Analyze & Optimize Performance:

Check “Stats” in Shop Manager

View fulfillment time, cancel rate, sales trends

Track customer locations

Adjust schedule, shipping fees, packaging

Use 3PL for large order volume (if needed)

Source: How to Get the Most Out of Your Shop Stats (n.d.)

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For buyers:

Easy access to unique and handcrafted products

Convenient and seamless payment process

Transparent and reliable review system

Quick and user-friendly shopping experience

Real-time and transparent order tracking

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For sellers:

Seamless access to global customer bases

Straightforward shop setup process

Built-in support for international shipping and tax calculations

Transparent analytics for shop performance

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1. About the E-commerce process on Etsy 

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1. About the E-commerce process on Etsy 

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Expensive international shipping costs

Difficult-to-control product quality

Inconsistent return and refund policies across shops

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1. About the E-commerce process on Etsy 

# data[].attributes.subject
1. About the E-commerce process on Etsy 

# data[].attributes.body
For sellers:

Fierce competition among sellers

High platform fees

Heavy dependence on the platform

Limited control over the customer experience

Lack of transparency in the search algorithm

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For buyers:

Friendly and easy-to-use interface

Optimized search functionality

Highly personalized shopping experience

High-quality product images

Transparent reviews and customer comments

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For buyers:

Outdated or less modern interface

Limited search intelligence

Lack of advanced personalization features

English-only interface

Potentially confusing layout for new users

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For sellers:

Easy product posting and management

Flexible store customization

Direct communication with customers

Built-in SEO optimization tools

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For sellers:

Limited design customization

Difficulty in integrating external tools

Challenges in building a personal brand

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Hồ Thị Ngọc Trâm - 23DH122955

Hồ Ngọc Tiến - 23DH122950

Phạm Thị Mỹ Hạnh - 23DH122845

Cao Nguyễn Thanh Thảo - 23DH121949

Võ Hoài Trâm - 22DH123037

Nguyễn Phương Bảo Yến - 23DH122797

Trần Thị Bích Hằng - 23DH120543

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Becca Charlton. (2021, April 11). Etsy shipping tutorial 2021: Step by step how I process and package Etsy orders from home [Video]. YouTube. https://www.youtube.com/watch?v=kcxxIX3Ht_8

Etsy. (2024). Getting started with Etsy. Etsy Seller Handbook. https://www.etsy.com/seller-handbook

Etsy. (2024). How to buy on Etsy. Etsy Help Center. https://help.etsy.com/hc/en-us/articles/115013196707

How to get the most out of your shop stats. (n.d.). Etsy. https://www.etsy.com/seller-handbook/article/624088232713

Nguyen, H. (2025, January 10). Etsy international shipping: How to sell globally in only 7 steps. LitCommerce. https://litcommerce.com/blog/etsy-international-shipping-guide/

OECD. (2022). E-commerce in the time of COVID-19. https://www.oecd.org/coronavirus/policy-responses/e-commerce-in-the-time-of-covid-19-3a2b78e8/

Phoenix TV. (2022, October 29). How to start an Etsy shop for teens! | Beginner Etsy guide [Video]. YouTube. https://www.youtube.com/watch?v=LNAsKnQ7ZiU

Rawat, H. (2025, May 29). How to leave a review on Etsy? (2025). Outfy. https://www.outfy.com/blog/how-to-leave-a-review-on-etsy/?utm_source=chatgpt.com

Still, J. (2022, August 23). How to track your Etsy orders on a computer or mobile device. Business Insider. https://www.businessinsider.com/guides/tech/how-to-track-etsy-order

Statista. (2024). Number of active Etsy buyers worldwide from 2012 to 2024. https://www.statista.com/statistics/846714/active-buyers-on-etsy/

UX Planet. (2023). Etsy UI/UX review: A marketplace for creatives. https://uxplanet.org/etsy-ui-ux-review-a-marketplace-for-creatives-2023

Ultimate guide to Etsy shipping & Etsy shipping tips. (2024, March 18). Marketing Artfully. https://marketingartfully.com/ultimate-guide-to-etsy-shipping/

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Leaving a review:

Rating from 1 to 5 stars

Writing comments

Adding photos/videos

Submitting review within 100 days of delivery

Source: Rawat (2025)

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1. INTRODUCTION

2. THE CUSTOMER JOURNEY - FROM BROWSING TO PAYMENT

3. ETSY SALES PROCESS

4. BENEFITS

5. ADVERSE

6. REFERENCES