My first negative feedback : (

[Former_Member]

I took this really badly and found it very upsetting today to receive my first negative feedback, as I am sure like many of you, you work so hard to make your craft and build your seller profile, walk on eggshells somewhat for succes and put your heart into it, and then a feedback can feel so immediately damaging - especially when it was premature, unfair, did not contact me first and felt like it was not a considered feedback on the buyers behalf!

I feel that there should be a recourse to respond next to the feedback, when it is unfair - perhaps there is, if someone could let me know?

I state clearly that I ship from the UK, and that shipping outside the UK takes 3-5 days. Because of the weekend, today would have been the expected receipt date for an item that is bought on evening of 14 April - and as far as I can tell she left her feedback morning of today in Las Vegas, without waiting to see first if it would arrive today at all - am I wrong?

[AngelasGlassStudio]

Sorry this happened to you. You are not wrong. But I would probably change 3-5 days to 3-5 business days. I would also put a blurb in there about possible delays due to Customs. That way you're fully covered. Hopefully you can get them to change their feedback with a Kiss and Makeup.

Personally I don't expect to receive my international packages for about 2 weeks.

[LillieRainDesigns]

Wow, so sorry that this happened to you. Vent, then shake it off and remember how great you are!

I guess all feedback is something we should think about, be it good or bad. But I wouldn't take this too personally........it's a mailing issue. You shipped when you said you would. The only thing that I might change (and now that this has come up I will be a bit more clear in my shipping statement also) is to state that the 3-5 days shipping time is business days.

Try to smooth things over with your customer and explain the above......I know it's hard but that's customer service too :) Reasure them that you are still working with them.......sometimes that's all they need :)

[PeonyandThistle]

So sorry to hear this. It must have been really horrible for you. I live in dread of negative feedback.... this seems particularly unfair as you can't control the post.

I had a customer last week whose package had taken nearly 4 weeks to get to her. Thankfully she came to me first to see if there was any way we could find out what had happened to it. I am really grateful that she did that especially since the items turned up just the day before I was about to have to fill in a claim form for the post office! I know it's easy to say but please don't let this get to you. As LillieRainDesigns says, have a good rant about it and then try to forget it. Take heart from the fact that the negative feedback is not about you or your product but about the postal system.... Good luck!

[tangente]

3-5 business days doesn't seem long at all. I barely get packaged within my pwn country in 3-5 days. It should probably say 3-4 weeks in case of custom delays.

[Former_Member]

hi there,
i ship from the UK, and it takes up to 4 weeks to reach america, sometimes longer if customs are picky. my customer received her item yesterday after i sent it on the 31st march!

that is unfair, you can't predict the post, and its not always accurate. just keep your chin up, even though its hard

[Former_Member]

Thanks for all your comments and supportiveness : )

I think it was the surprise as you say that she didn't contact me first, as customers usually do when there is a delay just to see what might have happened and give a response - I guess a kind of buyer- seller etiquette so to speak. And you are right, a week shipping between the Uk and US is not a long delay, especially when you mention that sometimes international post can take 2 weeks.

I will clarify the shipping details - good advice.

[Former_Member]

Angelasglassstudio I was just re-reading your post - I didn't realise it was possible to get a buyer to change their feedback once it is made?

[Former_Member]

Sorry that this happened to you dear! ((Hugs)). On a side note, angelasglassstudio is right.

I usually convo after a purchase about delivery expectations, add a message to note from buyer and cover my butt in shop policy too! I usually write this...

"Estimated First Class delivery for international shipping will take up to 7 to 20 business days. Please allow time for customs to sort out mailings, and to be delivered to your home. If package has not arrive past the expected delivery date, please contact me immediately..."

It may not stop a negative feedback from an angry customer but at least you covered your butt that you informed your customer of the potential risk beyond your control.

[Former_Member]

SISTERBATIK says

I think it was the surprise as you say that she didn't contact me first, as customers usually do when there is a delay just to see what might have happened and give a response...
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She probably had a sour day or week but it does happen that feedback will be the first and easiest way to deal with a situation when things go wrong. I wouldn't take it personally and you can make up for it...contact buyer.

[AngelasGlassStudio]

Yes, sisterbatik I would change international shipping times to a MINIMUM of 14 business days. I thought 3-5 days from the UK to the US was a little fast. I'm in Wisconsin and it still takes at least 14 business days for my packages to get to Canada and I'm right next door.

[Former_Member]

You are right - I should cover my butt. I can't help feeling that however I cover my butt, there may be occasion for unreasonable and unfair feedback.

I wrote a polite message to my customer afterwards about the shipping issue and so I will see what she says : (

[Former_Member]

I will change the shipping details - I wrote 3-5 days as this is based on official Royal mail wording.

No wonder, I have been getting good feedback on shipping otherwise - besides this one today.

As Etsy sellers - we live and learn.

[Former_Member]

You might also expect this to get shut down. Admin considers talking about feedback to be calling out.

[Former_Member]

Awww that bites! Yeah I'd make sure to say BUSINESS days to cover when the post does not go out!

[AngelasGlassStudio]

I do believe the feedback was unreasonable. But it can't hurt to get your policies in order. I just updated mine as well.

I wish that Etsy would make the buyer contact you first before they're able to leave negative feedback.

[Former_Member]

Thanks for the pointers everyone. Sorry if this is the wrong forum and it gets shut down, but I thought my original point was a legitimate one to counting towards success and this a tough business in the present climate.

Bye everyone : )

[Former_Member]

I ship from the US to the UK and other countries all of the time- it's totally out of my control how fast they arrive of course. I always let the buyer know when I ship it- and sometimes it's 5 days, but sometimes up to 9- so 3-5 days seems very speedy- it is of course out of your control once you ship the item so yeah, if her feedback was totally based upon getting it/not getting it after 3/4 days, geesh- that's just silly. That has nothing to do with your work- but it is out of your control. I wouldn't worry about it.
I ahven't had neg. feedback but I did have a buyer leave a comment that I saw as a bit negative- even though they loved the item they had to pay extra shipping in another country when they went to pick it up. I have no idea why, as I took it to the PO to be weighed, etc- so why it cost her extra I don't know. It bothered me a bit, but it was out of my control.

don't worry about it. just go on with what you're doing and perhaps alter your promises of how fast they get it when clearly you really can't guarantee that unless they are paying extra for some sort of expedited shipping.

good luck!!

[Former_Member]

Might not have been extra shipping - sometimes they have to pay customs fees, and that's not something we can control either. I state that very clearly in my policies - I am not responsible for customs fees or duties that may be levied. And I always take international shipments to the PO and let them ship them for me. No way am I gonna trust PayPal for that one.

I didn't mean to sound like a negative Nellie - just stating that admin usually frowns on these, because you used to be able to see exactly who it was you were talking about. :)

[marokel]

I totally understand, I had a customer leave some negative feedback without contacting me first. I emailed her telling her I would either refund her money or replace the item. She went with replacing the item. I put in a kiss and makeup (you can do that on the feedback page) and once she received the replacement, she left very nice feedback and it erased the negative.

[Former_Member]

Hang in there! We all know how the mail can be. Bad storms, bad winters and once it leaves your hands it out of your control. People will read and see it was a postal problem not the item in hand. Try to get past it and move on and keep your head up. Happy Friday!!

[Former_Member]

Try the kiss and make up option..it worked for me for the one time I got negative feedback. tell the person that your feedback is super important to your business and you have now edited your shipping information to reflect the unfortunate incident..offer then 10% off coupon in your shop..

I cried when I got mine-so I totally understand how you feel
Luckily I have had the BEST customers-i feel blessed

[Former_Member]

I'm sorry this happened to you - some people are just unreasonable about shipping times, and this was totally out of your control! You have a lovely store and I hope you can use kiss and make up with this buyer to restore your feedback. If you can't, do your best to move on and know that you're doing all you can to be the best seller you can.

[Former_Member]

That's not right! I just have a blip that international orders can take up to one month. I have a review mentioning it took a month to receive an item and I really wish she had mentioned it went to ITALY!

[LittleMonkeySnS]

good ideas KhaliNouveau