Asking help - customer support

[InconnuLAB]

Dear all,
I am new so I have only one sale but I would like to create a shop that really goes well.
I had my first sale on the 26th of December. I Dispatched my item immediately the day after (26th of December the post was closed). The same day (the 27th of December) I sent a message to the buyer, to say thanks and to send the tracking number.
The problem is that the buyer got my item only NOW!
The worst thing is that now I have only one sale with one review with 4 stars… And it is not my fault!
I checked some shops here in Etsy and almost everybody has 5 stars, you get 4 stars only if you make a big mistake… I am really disappointed.
If you have any advise to improve my shop’s reputation after this situation please tell me.
Thank you in advance

[TheOrangeApp]

I wouldn't worry about it. 4 stars is still great feedback. If I remember correctly, when you hover over the stars to give feedback, 5 stars mean 'loved it' while 4 stars mean 'liked it'.

Also, I don't understand Spanish so I had to use a translator, but it seems that the buyer indicated that the problem for the late delivery may have been the Italian post service. She has actually praised your workmanship and design.

As a buyer, this review would definitely not discourage me from buying from you!

Plus, as you get more sales and hopefully some 5 star reviews, your average rating will go up.

All the best :)

[AtHomeWithLolly]

It is unfortunate that they left you a 4 star for reasons not of your own. However, their comment is left in Spanish, so a large number of people cannot read it. From what I can tell, ( thank you Google Translator) it basically says:

"Good workmanship and design, maybe some delay on shipping, but for reasons of Italy's post. It was a good choice choosing this store."

Not a bad review overall, but most won't know that.

Once you get a few more sales, the number will go to 5 stars as the 4 won't lower your overall average. You could always contact the buyer and explain how thrilled you are they liked the item, and being that you are a new shop owner, you would like him to have a 5 STAR EXPERIENCE!

You have the option of responding to the review also, and I would do so in English as well. Saying nice things about the buyer and your disappointment in the shipping time would be the way to go
.
http://www.etsy.com/help/article/4587?ref=help_search_result

[TheOrangeApp]

@Becky, I think you can only respond to reviews with 3 stars or less. Or has this changed? There are so many changes, it's impossible to keep up :)

[InconnuLAB]

Dear Sahiba, thank you for the encouraging words, now I feel myself better, that I read a “buyer opinion” :).

Becky, thank you so much for your advises. I contacted the buyer and I said thanks for his patience and I apologised myfelf. I wrote to him that I am a little bit disappointed that I got only 4 stars because of the Poste Italiane.
I tried also to respond to his review but I can do it only if I got less than 3 stars. But fortunately I have more :)

[InconnuLAB]

Yes, I think that they changed it just now :)

[Plektra]

Actually, there are shops that get 2 or 3 star reviews for reasons that are not very serious. And some buyers don't contact the seller to discuss beforehand. So 4 stars, when the buyer understands the delay is due to postal service is ok. However, it would have been best if the feedback is in English so others understand.

In my opinion, it is a bit harsh when a buyer lowers their review due to post office delays. It was the Xmas period and bad weather in some countries so delays were inevitable.

[InconnuLAB]

Dear Minerva, thank you for giving me your opinion on this situation.
Have a nice day!

[Untwistedsister]

The only thing that less than 5 stars does for me is it might make me actually read the reviews and in your case, the buyer loved what she bought and thought your shop was a good choice. That would encourage me to purchase.

[ShadeTreeNaturals]

I've had mixed experience with international shipping. Occasionally a shipment can take weeks to get to Canada, and sometimes days. I once had a package get to Turkey in two days while a Canadian order took two weeks and right around the same time. International shipping is kind of a toss up sometimes, so if you only got 4 stars because of something out of your control, don't worry about it! :) Like somebody above said, less than five stars just would make me read through reviews. :)

[InconnuLAB]

Terri, thank you so much for your feedback :)

Dear Tara, I understand… it’s already happened also with me… I sent a bag in Japan (from Italy), which arrived in one week but my Spanish bag arrived in 3 weeks. It is unbelievable and not fair. Ok, we use the postal services because it costs less than the other couriers, but it is not free! I don’t know how much does it costs in other countries but in Italy it is enough expensive, for example to send a letter (7 oz.=200 g) costs about 10 euros.