We know the sinking feeling that comes with receiving a one-star review on Etsy and it's not pleasant.
It’s natural to wish for a flawless record of 5-star reviews, but the reality is that perfection is nearly impossible, even when you do everything by the book.
Your products might be top-notch, yet a customer could still complain about something related to your item. Even with impeccable packaging, unforeseen issues like shipping damage can occur due to the carrier.
The good news is that you can take steps to address a negative review. First, check if the review violates Etsy's policy. If it doesn’t, focus on finding a middle ground with the customer. Be specific in your response, acknowledge their frustrations, and show empathy. Offering a solution can go a long way in turning a negative experience into a positive outcome.
What to do and how you can handle this kind of unpleasant situations is the key for better customer service. Keep in mind that the reviews are taken into consideration for your Stat Seller status as well. If you look how to become a Star Seller on Etsy, make sure to check our article.
At some point it is inevitable to receive a complain from client about certain things related to your shop or the product and at some cases the shopper can leave you a direct 1-2 star review out of the blue.
What do you do in this situations?
Take a moment
Receiving a negative review can be incredibly frustrating and disheartening, especially when you’ve worked hard to build a successful Etsy shop and know how many hours of work you put into your products.
When a negative review comes in, it’s natural reaction to want to respond immediately. However, reacting on impulse or emotionally is one of the worst things you can do for your shop’s long-term success because:
- You may not be in the right frame of mind, and your response might reflect that.
- Responding too quickly locks in the negative review, preventing you from asking the customer to reconsider or change it later.
- A heated response will be visible to everyone, potentially driving away future customers.
Remember, a negative review isn’t the end of the world. You’re resilient, and you can handle this if you be able to analyze the case successfully.
Consider how future customers might perceive the situation. They’re less concerned about the unhappy customer and more interested in how you, as an Etsy seller, manage such issues. Customer service is a key factor for buyers, as they want to know how you would resolve a similar situation if it happened to them. Most of time experienced store owners are adding an FAQ section in their shop and they are summarizing the most repetitive questions.
If your response is angry or you place blame on the customer, potential buyers may choose to shop elsewhere and lower your conversion rate.
Let’s explore how to handle a negative review in a way that results in the best possible outcome for both sides.
First, it’s important to understand the reasons someone might leave a negative review.
A negative review is typically considered to be any review that rates a product less than 4 out of 5 stars.
What Etsy says about negative reviews you can find on their Help Center.
What are the most common reasons for 1 to 3 star reviews?
Negative reviews might seem harsh and subjective, but they usually origin from more objective issues. Here are some 10 common reasons why shoppers are leaving negative reviews:
1) Product quality
The product did not meet the shopper's expectations in terms of material, craftsmanship, durability, or overall quality. This includes items that may have been poorly made or not as described in the listing.
2) Misleading product descriptions
The product may not match the description, photos, or details provided by the seller. For example, the size, color, or materials may differ from what was offered.
3)Shipping issues
Delays in shipping, products arriving damaged due to poor packaging, or items getting lost in transit can lead to negative reviews. Shoppers might also be frustrated if the seller fails to provide accurate shipping updates or tracking information.
4) Customer service
Poor communication or unhelpful responses from the seller can result in negative feedback. This includes situations where the store is slow to respond, uncooperative in resolving issues, or dismissive of customer concerns.
5) Price vs value
The shopper may feel that the product was overpriced relative to its quality or that they did not receive good value for the money spent.
6) Custom orders
For custom or personalized items, any errors in customization, such as incorrect spelling, design flaws, or not following specific customer requests, can lead to dissatisfaction.
7) Inaccurate sizing
Clothing or wearable items that do not fit as expected can lead to negative reviews, especially if the sizing information provided was unclear or inaccurate.
8) Unexpected fees
Hidden costs, such as additional shipping fees, customs duties, or taxes that were not clearly stated before purchase, can frustrate shoppers.
9) Item not as pictured
If the product received does not look like the photos in the listing, especially in terms of color, finish, or overall appearance, this can be a significant issue.
10) Return and Refund Issues
Difficulty in returning a product or getting a refund, particularly if the seller has an unclear or restrictive return policy, can lead to a negative review
Most of the time its pretty rare for a customer to leave a negative review purely out of nowhere
How to dispute a low star review on Etsy?
Etsy will remove a review if it violates it's policies. If you believe a review does so, you can report it. However, negative reviews that comply to Etsy’s policies will remain.
Reviews and responses that violate Etsy’s policies include those that:
- Disclose private information;
- Use obscene, racist, or harassing language or imagery;
- Breach our Anti-Discrimination Policy;
- Make prohibited medical drug claims;
- Are purely advertisements or spam;
- Focus only on factors outside the seller’s control, such as shipping carriers (mentioned by name), Etsy, or third parties;
- Contain threats or attempts at extortion;
- Involve shilling or artificially inflating a shop’s review score;
If you are confident that the review violates one of these rules, you can contact Etsy by reporting the review. It will take Etsy some time to respond, do NOT reply to the review publicly as that will lock down the review
Pro tip: From our experience, it’s very unlikely that an Etsy review would be removed. So it’s better to deal with it other than reporting to Etsy.
Important to know!
When a buyer leaves a review on Etsy, does not matter of how much stars, if you want as a shop owner to respond to the review publicly, you can do that by clicking on the "Post a public response" button, but is key to remember a few very important
aspects of that action.
Keep in mind the following:
- You have 100 days to respond from the date the buyer last edited their review.
- Your response will be public and viewable by other shoppers in the Reviews section of listing pages and on your Shop Reviews page. You can only respond to each review once.
- Choose your wording carefully. Although you can delete your response at any time, you can’t edit it or leave another response.
- Once you respond to a review the buyer will no longer be able to edit their original review or rating, even if you delete your response. Buyers can’t leave a response to your response.
How to handle communication with a buyers?
Once you’ve regained your composure, there are effective methods you can apply to engage with your customers. We've had instances where a buyer left 1-star review, but after addressing their concerns, they often became loyal customers who regularly return in the best cases scenario.
Here’s the approach that you can use to manage low rating reviews:
- Inform the buyer that you’re committed to resolving the issue with their order.
- Express an apology.
- Show understanding and compassion.
- Present options to fix the situation.
- Deliver on your commitments.
- Check back with the customer afterward.
Two crucial tips to keep in mind when communicating:
- Maintain a friendly tone.
- Keep the conversation professional and avoid making it personal.
What is happening next?
Often, after following the steps outlined above, buyers will update their negative reviews to more positive ones without any further prompting. In our experience, they typically revise their reviews to a 4-star rating. However, it’s crucial not to directly ask for a positive review. Instead, you can express that you’re a small business that values customer satisfaction.
For example, you can message the client and say: "As a small business, your satisfaction and feedback are very important to us. If this refund/exchange/discount has improved your experience, we would greatly appreciate it if you could consider updating your review".
Learn from your shop reviews!
During the course of your store growth and yourself as an Etsy seller your shop reviews are more than just feedback; they are a treasure trove of insights that can help you refine your products, improve customer satisfaction, and grow your business. By actively engaging with these reviews, you can identify areas of strength and pinpoint opportunities for improvement.
Here’s how you can turn feedback into actionable steps for success.
A) First, look for common themes in your reviews.
Are multiple customers praising the quality of your materials?
Are they consistently mentioning delays in shipping?
Identifying recurring comments allows you to focus on what’s working well and what needs attention. Positive patterns highlight your shop’s strengths, while negative patterns reveal areas where changes could boost the customer experience.
B) Whether a review is glowing or critical, responding professionally and courteously is crucial. Thank customers for positive feedback and express your gratitude for their support. For critical reviews, address the issues directly, offer solutions, and assure them that you’re taking their concerns seriously. This not only shows your commitment to customer satisfaction but also demonstrates to potential buyers that you care about improving their experience.
C) Take action on the insights you gain from your reviews. If customers frequently mention product packaging, consider investing in more secure or aesthetically pleasing options. If you receive praise for a specific item, think about expanding that product line. Reviews should serve as a guide to help you make informed decisions that align with customer preferences and needs.
Final thoughts
After looking at the different situations where we as a seller can get a negative/bad review rating and how to deal with it its clear that receiving any negative feedback can be disheartening, but it's not the end of the world. By approaching the situation with patience, empathy, and a commitment to resolving the issue, you can turn a negative experience into an opportunity for growth. Remember, how you handle these challenges speaks volumes to future customers and can ultimately enhance your shop's reputation. Learn from your reviews, respond thoughtfully, and use feedback to continuously improve your products and customer service. In doing so, you'll build a stronger, more resilient business that customers trust and appreciate.
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