How To Deal With Negative Reviews On Etsy

Craft Maker Pro » How To Deal With Negative Reviews On Etsy

No matter how great your products are, there will be people who are simply not happy with their purchase.

How-To-Deal-With-Negative-Reviews-On-EtsyWhen those unhappy customers leave negative reviews on your Etsy shop, it can do real damage to your confidence, reputation and revenue – unless you know how to deal with them.

As you know, you can’t erase negative reviews, but you can handle the criticism with a smart strategy.

But before that, let’s get to know Etsy’s review system.

What is Etsy’s review system?

Customers use Etsy’s five-star review system (one being the lowest and five being the highest) to review sellers. When a buyer can leave a review is based on the estimated delivery date of the order and expires 60 calendar days from that date.

You can see your reviews by going to Your Shop > Shop Reviews. Your score is an average of the star ratings received in the last 12 months and is based on the date the review has been left. The review score, along with the number of reviews received over the lifetime of the shop, is displayed on the shop’s Reviews page.

Can I delete or edit a review?

You can’t delete a customer review on Etsy, but the customer who left it can edit both the star rating and the written note any number of times while the review is still eligible to be left.If a customer left a review with a rating of 3 stars or less, you have the option to publicly respond to the review. If you left a response, the original review is no longer eligible to be edited.

If you want the review to be removed, you can contact the Etsy Admin and they may remove reviews that violate Etsy’s Policies or Guidelines. Reviews or comments which are removed by Etsy Admin cannot be reinstated.

How to deal with negative reviews?

 Prevention is better! Check some tips on how to give exceptional customer service and in making a comprehensive refund policy as it always comes in handy when you encounter an angry customer. Also, one of the main reasons why customers complain is due to broken products which may be caused by your courier. Check the common shipping issues and learn how to deal with them.

In addition, you can prevent customer from leaving negative feedback if you respond quickly. As with most customer complaints, if you take longer than 24 hours to respond, the ball could have started rolling and it could be too late to stop it.

But, please don’t respond immediately after reading it, before having had a chance to tame your emotions. If you can’t offer a solution immediately, let them know when a full response will be forthcoming.

If all else fails, keep in mind that there are always unsatisfied customers out there whom we have no control over. Best thing is to just forget about it. Customers will judge you on your overall review score, not on the few negatives we are all bound to get.

Remember not to take it personally and try to think to stand in the reviewers’ shoes. A little empathy will go a long way in finding a resolution.

Since this is a really important subject for us all, I’d love to hear your feedback on dealing with negative reviews through the comment box below.

Gary Capps
Latest posts by Gary Capps (see all)

  1. Hi, I received a feedback that said
    “Add says 2 feet tall with flower I got two plants that were 4 inches tall and no flower.. I paid way too much money for what you sent me. You owe me 2 ..2feet tall plants with the flower…. You can clearly see the description on this review of the Plant that says 2 feet tall I just got a private message saying that I need to change my review because they no longer offer that and it wasn’t posted. Con artist just send me my money back you gave me too sad little plants that aren’t going to make it”

    The buyer was changing the feedback every time i was asking him if there was a way he could revise the feedback. I refunded him already.

    I want to protect personal identity
    I received one complaint that they received a plant they purchased and thought it was 2 ft tall, but they actually purchased 2 plants 5 in tall. I made a terrible mistake. I finally realized that the description below said, “2 ft tall plants now available”. I added 5 in on the title before they purchased it. I still left the 2 ft tall on the title, because I still thought buyers would see 2 ft tall out of stock on the bottom of all the other plant options, so then I can just restock it when available, I thought the listings were going to be clear and I found out that out of stock did not appear after you purchased it and forgot about the descriptions. 2ft tall was suppose to be a single plant. I am really sorry that we have not provided clear details and did not go as expected. One thing I forgot to do is to update the description below because I had no time to go through every specific thing on the listings since I had to go as an emergency to visit my husbands’ father’s death, managing to only revise the title. And when I got back I forgot all about the descriptions and did not even know that it was there in the first place. The person purchased it a few weeks later. It is not their fault, it is all mine and all the blame belongs to me because the descriptions below said “2 ft tall now available”. It was not our intention to do. We never had our 2 ft tall although it said on the listings as in stock. I also did ask the buyer kindly if he could kindly revise the feedback. I was only asking if he could and not by force. I also refunded the buyer so the would be satisfied. I will not respond because Im afraid the feedback will be locked in and unchanged forever. I want this to be solved because this was a big misunderstanding. Im always here to help in a very friendly way.

  2. Hi, I just had a customer on Etsy bully me into refunding them and cancelling the order because they were threatening to leave bad reviews. Now that the order is cancelled will they still be able to leave the negative reviews do you know?

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