How to Respond to a Bad Review on Etsy
No news is good news, as the quondam adage goes. But what happens when you practice become news – and that news is bad? More than specifically, what happens when you get a bad review on Etsy? It'southward a bit of a disappointment, for starters. It'due south unexpected, and it can feel like a real kick in the gut. Especially after spending long hours creating a unique piece for an enthusiastic customer.
And so, what should you lot do at present that this negative review is putting a blemish on your entire Etsy shop? Get angry? Get even? Not even close.
So there's a bad review on your Etsy store. Don't panic. Don't become mad.
People are entitled to their own opinions (even when those opinions aren't entirely accurate or justified).
Even after bending over backward to create a product that is exactly what'due south described in your list, bad reviews on Etsy are leap to happen. And if (when) you get a bad review, it'due south best to proceed a absurd caput about it. The nearly important thing to remember when it comes to a bad review on Etsy is that one or two bad reviews aren't the terminate of the world. Ultimately, it's how you respond to a bad review that matters near.
It'south non uncommon for Etsy buyers to get out bad reviews on your production, even if it has nothing to do with the item you really created.
"Tracking shows my package was delivered, but it's not on my doorstep."
"Product arrived in a damaged box."
"Delivery from LA to Sri Lanka took more than 2 days."
"I emailed Etsy, but got no response."
The well-nigh important thing to remember when it comes to a bad review on Etsy is that 1 or ii bad reviews aren't the cease of the earth. Ultimately, information technology'due south how you respond to a bad review that matters well-nigh.
Then when you do have the showtime read of a bad review, accept a deep breath, don't have information technology personally, and empathise that there is a fashion (quite frequently several ways) for you to handle and perchance even remove this negative review.
Does your bad review on Etsy get against Etsy's guidelines?
Etsy has a stringent set of rules that your customers must abide past when leaving reviews.
Reviews cannot:
- Contain private information
- Incorporate obscene, racist, or harassing language or imagery
- Violate Etsy'south Anti-Bigotry Policy
- Incorporate prohibited medical drug claims
- Contain advertizement or spam
- Are only about things outside the seller's control, such as a shipping carrier (mentioned past proper name), Etsy, or a third party
- Comprise threats or extortion
- Include shilling or otherwise falsely inflate a shop's review score
Every bit mentioned earlier, many Etsy buyers oft leave reviews for things out of your control, like aircraft times or lack of options.
If y'all feel that your negative feedback goes against any of these guidelines, go ahead and written report information technology to Etsy.
Remove emotion from getting a bad review on Etsy
If you detect that your review doesn't go against Etsy's guidelines, it'south so time to actually think almost the source of the negative review – what's the client really proverb?
The best fashion to outset looking at your bad review objectively is to remove the emotion.
Much easier said than done, yes, but critical if yous're to get to the source of the trouble.
How would you interpret the feedback if you weren't selling the product, operating the store, or running the business concern? Are yous 'hurt' by the bad review because you spent a lot of time going the extra mile for the customer, or does the client actually take a point?
Try your utmost to remove the 'personal' out of the negative review, and you'll make inroads as to finding out what actually made your client get out this review.
Reply privately…
The next best footstep is to follow upwards with the customer privately and inquire for more information nearly the negative review.
Quite often, negative reviews are left on the pages of Etsy sellers who… well, simply don't intendance. By reaching out to your customer and asking for them to articulate the problem a piffling more, well, that may be all that'south needed to articulate the air and get them to remove their bad review.
You tin do this by sending them a message under "Orders and Shipping."
From here, you can inquire for more than information and try offering a solution to make them happy. Call up, you're reaching out to enquire questions, so exist open to listening. Focus on clearing up whatever misunderstandings and finding a solution, rather than finding excuses and trying to pass the blame. A quick response and focusing on the solution rather than the problem will aid you get your lousy review changed sooner rather than later.
…and so respond publically
If you lot've tried to solve the problem privately, merely your customer won't compromise and piece of work with you, then it's best to follow up with them in a public reply to the negative review itself.
Remember to:
- Keep it curt and to the betoken
- Be professional person
- Address their concerns and what you've done as a result
- Explicate what yous're willing to do to solve the problem
- Focus on your product and the service, non the reviewer
Go on in mind, if y'all reply publically to a review, the buyer won't exist able to modify their original review or rating, fifty-fifty if y'all delete your response. So it'due south best to give it some fourth dimension subsequently you reach out to them privately, since that may encourage the buyer to alter their review.
Bank check out your product list.
Have some other read of your negative review, and then become over your images and product listing with a fine-tooth rummage.
Is the information on your listing correct?
Side by side, enquire yourself if the information could exist better?
Are your listings describing sizes accurately, and are your photos presenting your colors correctly?
Giving your product pages the one time over and updating aircraft data, returns and descriptions once you become a negative review tin assist y'all ensure that the aforementioned negative review doesn't happen over again.
Determination
To sum upward, a negative review on Etsy isn't anything to lose sleep over. Merely, on the other hand, ongoing bad reviews are something you should seriously nip in the bud.
But, in conclusion, possibly "worry" isn't the correct term. When warranted (and that's an important disclaimer), constructive criticism can give y'all a chance to make improvements, providing a better product and experience for your customer.
That being said, information technology's crucial that you put the proverbial olive branch out to your customer and try and detect a solution for both parties. If a solution can't be reached, a public response to your negative review can show that you wanted to set up it and perhaps even do more good for your store!
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Source: https://blog.marmalead.com/i-received-a-bad-review-on-etsy-now-what/
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