Prioritize upsell for >20% YoY growth
If a client's revenue is growing more than 20% year-on-year, prioritize upsell conversations over routine support. Flag for the senior AM.
First response within 4 business hours when seller is angry
When a seller is angry, reply within 4 business hours. Do not start with policy language. Open by acknowledging the business impact, e.g. 'I can see this is affecting your sales and I understand why you are frustrated. I am going to take ownership of this and come back with a clear next step.'
Soft check-in only after 14+ day silence
If a client hasn't replied in 14+ days, send a soft check-in only — no hard pitch, no upsell. Re-establish contact first.
Open every technical issue with a named incident and owner
For checkout, inventory, listing, search, shipping or payment issues, create a named incident, assign one owner, and give the seller a next-update time. Band A and B faults affecting live sales escalate to senior support the same day. Never make the seller repeat the same explanation to multiple teams.
Treat 2+ confirmed issues in 60 days as high-risk
If the seller has had 2 or more confirmed platform issues in 60 days, treat the conversation as high risk even if the current issue seems small. The account manager should summarize the pattern, apologize for the accumulated impact, and propose a stability review.
Move to retention mode at first signal of cancellation
If the seller says they want to leave, pause ads, move to Shopify, close the shop, or contact leadership, immediately move the case to retention mode: one senior owner, one summary of problems, one proposed recovery plan, and one commercial gesture if Etsy caused the issue.
Answer routine questions with one optimization suggestion
Happy or neutral sellers asking normal questions still deserve clear guidance — it prevents future escalation. Show the recommended setting or process, explain the reason, and suggest one next optimization. Do not overcomplicate positive conversations.
Account manager stays the visible owner across teams
The seller should never feel the company is fragmented. If support, product, finance, or trust and safety are involved, the account manager remains the visible owner. Use internal notes, not customer forwarding — the seller receives one clean update with what happened, what is being done, and when they will hear back.
Send a closure email after every resolved issue
After the issue is solved, send a closure email confirming what changed, what compensation was applied, what the seller should monitor, and when the next review will happen. A solved technical issue without a closure message still feels unresolved to the seller.