Order on 03 Jul, Thank you so very much. CreolBags Crafty Poster. Hi, I have the same problem, A customer of mine has decided she would like to amend her review and is having difficulty doing so. Receipt Thanks. OmasFabricStash Conversation Maker. Hi Ayla, It looks like that order expired for Cases and Reviews and Updates on the day she most recently reviewed it Sept 6.
Sadly, no further changes can be made. Sorry to bear the news. That is a real shame and so unfortunate for me. I thought the review period commenced from the date of the review. Is there a way Etsy is able to delete the review as my customer has requested she would love to either edit or delete the review. I can provide copies of our messages or have the customer contact you directly.
Please help save my perfect 5 star rating :. It's very important to have an endpoint on this feature, so that all Reviews aren't up in the air forever, and we do keep the window fairly wide, but we have certainly discovered a down side. One option is to have the Review removed, I suppose.
That is so great thank you so much Matt! Yes my customer would like the review removed. Could you please advise how can I contact the Trust team? I think i found it and have sent a message to Etsy Help thank you so much again. I really appreciate your assistance so much. I feel a little ridiculous that I can't find the Trust team - can you point me in the right direction?
I'm having the same issue. I am facing the same quandary with a customer. He would like to retract his negative comment and I certainly would love him to do so, but can't figure out how. I can also take a closer look if you could share the order number. Then I forget about it. I looked at the review and at the picture. Frankly I found the review words did not match the photo.
Did you need to respond? Well as you have learned and we all go through this, convo the buyer first. Don't touch the review until enough time has passed. Then when responding respond to future buyers not the buyer. If it were me I probably would not have responded. Some reviews are just not worth responding to even if they are one star. Another thing is the review's influence on stars will diminish as new stars arrive.
And it will drop off next year at this time. It's not hopeless. It doesn't mean you are a poor shop. It just means one person was no happy and there are some buyers who will never be happy. In retrospect, I should have waited, but I was so devastated by the review, I felt I needed to respond right away.
Thanks for the encouraging words! I have submitted feedback to Etsy, thought, about allowing sellers to have more control over their feedback responses!
I jumped the gun the first time it happened to me. I learned from that as I sat back and looked at my response. Allowing sellers more control is a touchy issue. Years ago there were problems when sellers could rate buyers and buyers could leave reviews without even having the item in hand.
I remember all too well the words that went back and forth. It was not pleasant to even observe. Etsy made changes and maybe they went to the other extreme but giving sellers more control, the same issues could crop up again. Unfortunately for you both it does look as though you didn't respond and the buyer is right! If it's any consolation I'm not sure that many read reviews. I've seen sellers with s of sales and terrible feedback.
Sign In Help. Learn more here. Turn on suggestions. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Showing results for. Search instead for. Did you mean:. Edit Feedback Response. Please allow us to edit our responses to negative feedback.
Translate to English There was a problem fetching the translation. All forum topics Previous Topic Next Topic. ChenilleBliss Community Maker. Re: Edit Feedback Response. Reply Loading Thank you! But dealing with a bad review is easier than you think. In this post, we will look at ways you as a shop owner can deal with a bad review on Etsy, how to resolve these problems, and learn from them. It will not cost you a penny more Click here to read my full disclosure policy.
Reviews on Etsy are based on a star rating — 5 stars being excellent this is what we want , and 1 star is the worst. Anything with a three or less star is deemed to be less than perfect.
Of course, they could leave a 5-star review with a less than ideal comment. Fortunately, for the most part, we look at stars. A shop owner can request to have a review removed from Etsy if it contains any of the following — this is not a limiting list, and each case is looked at individually.
This list is not limited — and you can also have a review removed if the complaint is incorrectly directed at you or your shop.
For example — you send the product, but the shipping time was way off since it was lost in the post or damaged. In this case — Etsy would consider removing the review as the error was not in your hands and could not be controlled by you. Suppose the review in your Etsy shop is still within the days of the estimated delivery time.
In that case, you can report a review using the link below the review in your shop. You can even report a review with 5-stars if you wish too. You will need to explain why you would like to report this review and, of course, request to have it removed. Go away, have a cup of tea, and think about your next actions. What the reviewer is suggesting is just not true. Look at ways you can resolve the issue with the least amount of hassle. Is there a way you can please the customer without feeling you have lost too much?
Today, I noticed you left a 3-star review in my shop for the item insert item. I would like to understand your difficulties, and I wonder if you could take a few minutes to give me some further details.
I understand you were disappointed with the product. As this is the first time I have received a negative review — please help me resolve the issue for you by explaining what I can do to rectify the problem. If they say — they would like a refund, and your item is digital, I would say give it to them.
By lunchtime the same day, you can move on with your shop and have a cup of tea. Problem solved. You will need to use your expertise to rectify the issue directly with the buyer. They are under no obligation to do so. Indeed much of the advice out there is never to ask anyone to change their reviews, however if you have resolved the issue, I see no reason why not. Further to our previous conversations regarding the insert name purchase, I hope you will agree that we have resolved the issue for you in a timely and professional manner.
We work hard to ensure all our customers are sincerely happy with their purchase from us and hope you will return again soon. If you agree, we would be very grateful if you returned to our shop one final time and amend your review to reflect these efforts.
Of course, you are under no obligation to do so, and totally understand if you do not wish to. Now, suppose the customer goes back to amend their review. In that case, it is beneficial as it means you have not had to get involved publicly. Hopefully, the whole thing can be sorted in just a matter of a few emails. Again — write as though you are speaking to the buyer.
Be considerate and honest in your writing. Acknowledge that you made a mistake on this occasion and say what you have done to resolve the issue. Other buyers will read your response, and as long as you have been sincere — the majority of buyers will know that your customer service is good, and they are safe to buy from you. Explain in brief what you did to resolve the issue and clarify the customer is now satisfied with the outcome. If the issue can not be simply resolved, and the buyer still feels there is a case to answer.
They can formally open a case against you. Once a case against you has been opened, you can find the information under your shop settings, community and help, and cases. Every penny counts because you are now an entrepreneur and not a hobbyist. While it would be almost impossible to control everything, here a few things, which may ultimately mean the difference between a bad review and an excellent review. Ensure you have told the buyer what size the item is — that your photos give an overall representation of the product.
Delivery times — this can be the biggest gripe for buyers. If the product is going to take an additional 20 days, then say so. Be honest and manage their expectations.
Ensure you are selling the best product you can. This might mean taking a product off sale if you receive a complaint — As I did once, a customer complained of the poor quality print.
Listen to your customers and build your shop with their wants and needs in mind — not yours. Keep an eye on and encourage feedback on your items. Include a message to buyers. Build a connection with your customer and always seek feedback where you can. Many sellers work hard to include personal touches in their products, from additional gifts to handwritten notes. Does this mean you should always give away the farm to keep the customers happy?
No — not at all. You have shop policies in place to protect you as a seller, and if you stick to your policies, then Etsy will back you up.
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