Customer Service

Collectors remember how you made a sale feel. Good service costs minutes and pays in reviews, repeat buyers, and word of mouth.

Last updated June 11, 2026

What good looks like

A real-shaped conversation: a delay, announced early, with a reason and a date — then one message more than the buyer expected.

Hi! I ordered the vanadinite on Saturday — just checking when it might ship?

Thanks for the order! Quick heads-up: I'm at a mineral show until Thursday, so it ships Friday morning with tracking. I'll double-box it — it's a delicate one.

No rush at all, thanks for letting me know.

Shipped! Tracking is on your order page. There's a small care note in the box — vanadinite fades in direct sun, so keep it on a shaded shelf.

Buyer left · Seller right

The fundamentals

Reply within 24 hours

Even a one-line acknowledgment beats silence. If you'll be away, say so in your profile or an auto-reply.

Honor your return window

Your listings state a return window — 30 days by default, anywhere from 2 to 90. Honor it even when it's inconvenient; that's when it counts.

Be transparent, stay polite

Problems are forgivable; evasiveness isn't. Explain clearly, apologize when it's on you, and keep every message professional.

Handle returns fairly

Inspect returned items promptly, document condition with photos, and refund without dragging your feet once everything checks out.

When a buyer is unhappy

Four moves, in order. Skipping straight to step three is why most disputes escalate.

1
Listen first
Let the buyer explain completely before you respond. Most disputes de-escalate the moment someone feels heard.
2
Acknowledge the problem
“You're right, that chip isn't in my photos” builds more trust than any defense.
3
Offer a concrete fix
Return, partial refund, or exchange — name the options and let the buyer pick.
4
Follow through fast
Do what you promised, then confirm it's done. The recovery is what ends up in the review.

Stuck or escalating?

If a situation gets tricky, loop in EarthWonders support at info@earthwonders.com — we'd rather help early than mediate late.

Messaging do's and don'ts

Keep all communication on EarthWonders messaging
Update buyers proactively about delays
Share care and display tips with the sale
Document return conditions with photos

Don't

Send promotional messages about other listings
Take payments or disputes off-platform
Argue in writing you wouldn't want quoted
Go silent while you figure out a problem

Common questions

How quickly should I respond to buyer messages on EarthWonders?

Within 24 hours, including acknowledging questions during off-hours. Set clear expectations for response times and use auto-replies if you'll be unavailable. Prompt responsiveness is the foundation of seller reputation and directly affects reviews.

What do I do when a buyer is unsatisfied with their purchase?

Listen actively to their concerns before responding, acknowledge the issue and show you take it seriously, offer concrete solutions (returns, partial refunds, exchanges) when appropriate, and follow through on what you promise. Keep communication respectful and focus on solutions rather than blame.

Can I send promotional messages to buyers about other listings?

No. Only contact buyers about their specific order. Unsolicited promotional messages, spam, or repetitive communications violate platform guidelines. Use platform messaging tools only and respect buyer privacy and preferences.