Walking the Line with Faire: What to Do When a Faire Buyer Wants to Order Direct

Balancing Platform Terms with Customer Relationships

Have you ever had a long-time Faire customer suddenly pop up in your inbox, asking to place orders directly through your business email? On one hand, it’s flattering that they want to work with you off-platform. On the other, you don’t want to violate Faire’s Terms of Service (TOS) and risk losing your account. It’s a dilemma many creators and small-business owners face.

Let’s dive into what Faire says, how to manage these scenarios, and how you can handle off-platform requests without jeopardizing a valuable revenue source.

1. Understanding Faire’s Terms of Service

Faire’s TOS generally discourages sellers from funneling customers away from their marketplace to avoid fees and commissions. After all, Faire’s revenue model hinges on facilitating that retailer-supplier relationship. However, the key phrase here is “discourages sellers from doing the directing.” If a buyer comes to you independently—especially if they discovered you elsewhere or already have an ongoing relationship with your brand—it can be a bit of a gray area.

A Faire representative (shoutout to Martina!) confirmed that if the customer initiates off-platform contact, it’s acceptable. You’re not actively luring them away from Faire. The main concern is that you shouldn’t be the one suggesting or pushing them to place orders outside the Faire ecosystem.

2. Why Customers Might Go Direct

Let’s say you sell your products wholesale both on Faire and through other channels—independent sales reps, trade shows, or direct outreach. An existing retailer might reach out to you directly for several reasons:

• Comfort & Familiarity: They’ve worked with you long enough to feel comfortable emailing you directly.

• Perceived Savings: They may believe they’ll get better terms by skipping Faire’s fees or commissions.

• Speed & Simplicity: Some buyers like dealing directly with the supplier to expedite shipping or special requests.

Regardless of the reason, it’s important to be transparent about where your Faire policies begin and end.

3. Strategies to Keep It Above Board

1. Document Customer Initiation: If they email you first, keep a written record. This documentation can show Faire that you didn’t solicit off-platform sales.

2. Offer a Faire Option: In your reply, kindly remind them they can still place the order on Faire if that’s more convenient. This step demonstrates that you’re not actively steering them away from Faire.

3. Know Your Limits: Avoid discussing Faire fees or commissions in a way that might suggest “we could skip them if we handle this offline.” Focusing on relationship-building and convenience, rather than cost-cutting, helps you maintain trust on both sides.

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4. Weighing the Pros and Cons

Pros of Off-Platform Orders:

• You can build a more direct relationship with the retailer.

• You avoid reliance on a single platform.

• Potential for less back-and-forth if the buyer is used to emailing or calling you directly.

  
  

Cons of Off-Platform Orders:

• Risk of violating Faire’s TOS if it seems like you initiated it.

• Loss of Faire’s built-in protections, such as dispute resolution or shipping credits.

• Potential friction if Faire discovers any perceived rule-bending.

  
  

5. Communication Is Key

If a retailer approaches you off Faire, let them know you’re still on Faire but are happy to help however you can. You might say something like:

“Thanks so much for reaching out! I’m thrilled you want to place another order. I’m available on Faire if that’s easiest for you, but I’m also happy to handle it here since you’ve contacted me directly.”

This approach preserves your standing with Faire by showing that you’re not pressuring the retailer to skip their platform. At the same time, you’re accommodating your customer’s preference.

6. Final Thoughts & Best Practices

• Play It Safe: When in doubt, ask your Faire representative for clarity. They’re there to help you navigate tricky scenarios.

• Keep a Paper Trail: Always keep a record of communication initiated by the buyer.

• Stay Transparent: Ensure your customer knows you’re committed to Faire’s guidelines. This honesty builds trust and protects both parties.

  
  

Faire is an amazing marketplace for exposure and convenience, but it’s not your only channel. Balancing multiple avenues keeps your business resilient, yet it’s crucial to follow each platform’s rules. If a long-time Faire customer wants to order directly, you can typically say yes—just be mindful of how you handle the process, so you’re never in a position where Faire thinks you’re sidestepping their TOS. This way, you keep all doors open for future growth.