How to get an unfair negative rating reveresed?

[CountryBumpkinBottle]

I received an unfair negative rating can that be changed? I had made some hand painted eggs for a customer on here, I took close up pictures and she gave approval for them, said they looked great! I shipped and then when she received them she gave me a negative rating stating the painting looked rushed. I emailed her offered to repaint and ship at no charge and she said no she would just keep them they wasn't time to replace them, well easter is two months away so I am not quite sure about there not being enougth time. I asked her to at least change my rating to neutral. Is there anyway to get that removed it will affect my sales. I try to treat all my customers fairly and I don't think that is to much to ask in return. Any Advise?

Thanks Lisa

[Former_Member]

Kiss and Make up is the only option since she does not want to have them remade....

I had a negative and it was because of something very silly, but sometimes there is nothing you can do but ask and hope they agree...

[Former_Member]

Gosh ,and I also see that your customer already got a positive from you, right off the bat.

She was new to Etsy also, so for her, she seems not to understand how important this is for you,in terms of reputation.

You sound like such a very nice person too. Sorry this had to happen. Sounds like you need a hug!


(BTW, I really like your egss and other items & your photos are amazing...such a sweet shop and ready for Easter too!).

First.... stay calm.

Come off as sweet as you did with us.
Take a deep breath and do a KISS and MAKE UP via ETSY.

Second, since you have her home address, send her a sweet card (a very nice one) explaining "by hand", that you'd be willing to re-do the order IMMEDIATELY etc. In fact, tell her you are working on her "Re-do" eggs today.

Rub it in, so that she understands what great customer service you do for your customers.
Come off just as sweet as you are, because well...you are sweet,right?!!....

Third, in your nice card, ask her to re-consider to do the KISS & MAKE UP, to reverse that Negative.
Shoot for a Reversal...Not a Neutral but a complete Reversal,especially since it will cost you $$ to redo the entire order,plus, you will have to ship it to her at your cost...ugh!...

Reason I say this is because you have plenty of time to re-do her eggs and get that Negative reversed..... BEFORE Easter!

Your aim is to get some Easter-time sales.

Send her your sweet note, tomorrow.

Begin doing her "re-do" eggs for her, tomorrow.

Ship them to her ,if you have to, and make her feel completely guilty for not having even given you a chance to re-do her eggs, before giving you that NEG so fast.

I think that after she gets your "re-do" eggs, she will feel like she had been unfair with you. Let her mull it over.

Lastly, after all this is done & that Neg is gone, log this experience into your brain's permanent memory, and learn from this. Use this experience.

Yup... use this as a learning experience, and vow to just always stay as sweet as you are, and to continue to do great work on your items & Shop.

Good luck....

L2

[CariJaneHakesJewelry]

L2 Country - that is great great advice! (honestly, what amazing fantastic people are on Etsy? To type all that amazing feedback..your a star)- I couldn't add any more - other than that a negative comment sucks big time and yours is not deserved AT ALL. I think it is worth the effort to get it reversed and I really really hope that your effort pays off. It has to right? What goes around comes around. Big big BIG good luck for sorting this out.
May the FORCE be with you :)

[Former_Member]

I don't think using her address to send a card is a good idea. I know it would be meant as a friendly gesture, but some customers could get upset over using their home address for sending anything but their ordered item. I think you could do the same thing via email without the potential of getting her more upset.

I do think telling her you are working on her replacement now would be good. Or you could even give her a coupon code for her next order.

[Former_Member]

Good point JessicaLamDesigns.....I never thought of that.

{That's why 2 heads (or 3 or 4) are better than one! LOL}.

I've gotten nice cards from my Buyers & Sellers, and I don't mind,(but that's just me,everybody is indeed different).... HOWEVER, Lisa's Buyer may be completely unreasonable & hold it against poor Lisa if she even DARES to send that Buyer a sweet card! {Oh brother}

Anyhow, I guess it's best to stick with emails/convos,Lisa.

Lisa, read my suggestions, but as Jessica mentioned, stick with convos/emails.

Lisa, your writing style sounds very calm and sweet and it should come through as genuine--- even in a convo.

Once again, love your sweet Shop.
I would not hesitate to buy from you.
You're doing fine,Lisa.

L2

[Former_Member]

I had neutral feedback awhile ago and after I contacted the buyer with a Kiss and Make-Up request, she said she would definitely reverse her feedback...but then she never did. It still frustrates me (even though it's "just" neutral) when I see it.

I would suggest sending the buyer a coupon code for his/her next purchase as well as sending the Kiss and Make-Up request.

[FlowerThyme]

I really don't think many customers understand how critical their feedback is -- so sorry this happened to you :(

There are great suggestions here, though one thing you could do on future orders (and/or in your shop policies) is to outline a return policy/unhappy customer policy.

I always ask for feedback and request to be contact immediately if there are any issues when a customer receives their order. Its part of my standard notice when I've shipped an item. I started it after getting a neutral feedback and its worked so far.

Good luck! I hope it works out!

[GrowingUpWild]

This was all great advice to read. I have literally woken up nights worrying about a neutral or negative feedback! I am on pins and needles after I ship an order. I know that it is irrational, but I sincerely want my customers to love their purchase. So far I haven't had to deal with this, but I love the advice about including a request for feedback or to be contacted directly in the standard notice.

[Former_Member]

GrowingUpWild,

You are not alone....I'm on pins and needles all the time too.

As I was telling y'all above, I ship fragile items, and until my Buyers get their items, I'm literally sweating bullets! Every day, and like you said, I think I might be dreaming about Negative Feedbacks at night! Oh no!....LOL!



This is the one that I love though... I will ship an item (espcially one that I'm really fond of and love & hard to part with) and the Buyer will finally get it. She/He writes back something like: "WOW, I love my item, can't wait to use it, Txs for the great service" and then leaves nothing---No Feedback!
What the???

If they took the time to write such a nice convo, why not take it one step further and recognize the Seller via a nice feedback?

It cracks me up.
I don't get it.

Maybe they need some Feedback Training? LOL!

[Former_Member]

PS: and to top things off, I'm too embarassed (or shy) to ask my customers for a feedback. Can't bring myself to ask them.

[AChewsy1]

L2Country,

Hun, I don't see why you should be embarassed or shy to ask your customers for feedback. Its a key part of your business.

I have my automated in my note to the buyer once they submit their purchase. Mine says...

Thank you so much for shopping at ChewsyDesigns. Please be sure to leave feedback. My reputation is very important to me and I value your input. If you should have any concerns with your order, please feel free to contact me direct so that I can attempt to correct any unhappiness you may have experienced.

You add your own note to your buyer in the "shop Info & Appearance" area in your account screen.
-Annie

[Former_Member]

Txs Annie, I really like your very professional note you include to your customers' statement.

If you don't mind, I'd like to copy your statement as I'd like to do the same. Maybe my customers will start to go to their Feedback page. Fingers crossed.

So many of my Buyers are new to Etsy (with Zero feedbacks)....so it seems that they just pop in to buy an item, then leave for ever, so to them they must not care about me, as their Seller. It's kind of sad.

[Former_Member]

Whenever I ask, they gladly give it! They always say things like "It's the least I can do" or "of course!"


I'm always on pins and needles waiting for it too! I think I am expecially tense because my customers are brides...and brides are notorious for wanting everything perfect! (and rightfully so) I just always worry that they may have something negative to say. I would hate for a customer to not be completely happy with their purchase.

[AChewsy1]

L2Country,
Be my guest hun...copy and paste your heart out :)

JessicaLamDesigns,
O my goodness! U HAVE THAT RIGHT GIRL! Some can become bridzilla's Lol

[AChewsy1]

I should add...I do a follow up email also asking how they FOUND MY STORE ;)

Another key part of our business is learning how our customers find us...but that is another discussion. HAHAHA

[Former_Member]

is this something that's brought up with Etsy ...maybe after a year the negative or neutral comments disappear ? sorry you are having this experience.

[CountryBumpkinBottle]

Thanks so much for all the help and wonderful advice I truly hope no one has to go thru a negative rating, it is very emotional to deal with when all the steps to prevent it have been taken!

Sincerely,

Lisa