Neutral Feedback- Help please!

[TheHomeCorner]

We received our first neutral feedback and we're so upset! :-( We take customer service very seriously and have had only happy customers...until now.

The customer didn't bother contacting us before leaving a neutral feedback even though we clearly state in our thank you email after purchase AND in our policies that if they are unhappy to let us know and we'll work something out for them.

Question is: What is the best thing to do now? The item was a set of handmade pillow covers. She has written that she likes the quality and the fabric, but the color of green is different than what she was hoping for. We always mention that variations in computer monitors may result in slight color variation from the actual product.

Do we apologize and leave it or ask her to resend the items and refund the amount? What is the protocol here?

[Former_Member]

I know it sounds alarming, but the customer says in the first line "They are absolutely beautiful.." and you're still at 100% positive feedback. If you'd like you can try messaging them customer letting them know you aim for 100% satisfaction every time and perhaps offer a return if they aren't happy with the purchase.

You did all the right things labeling that the color may vary. I'd take a deep breathe and write an email asking what you can do to make them happy with the transaction.

You have a beautiful shop and wonderful feedback otherwise, so chin up and keep at it!

[rusticcraftdesign]

^agreed with Caitlin.

[Former_Member]

I went a read it and what I got what it is great quality and very well made... no worries darlin♥

I think it really stinks that we cannot comment back, I hate that about Etsy.

[RisC]

I wouldn't worry about it, Neutral feedback doesn't affect our positive feedback rating and I think that if she were really that unhappy about the purchase, she would have left negative feedback. Some buyers just don't realize how much we obsess about our feedback and how important it is.

On a side note, I received a neutral feedback with no comment and no response from the buyer. I have no idea why the buyer wasn't satisfied. I worried about it a lot and was afraid that it would effect my sales, but it never did.

[ALFAdesigns]

I would offer a refund (but only AFTER she returns the pillows), and would offer to pay for the shipping. If she does not agree, it means she actually likes the items ;-)

The neutral feedback is discouraging, but not the end of the world, particularly since you have a lot of positive feedbacks. The potential buyers do understand that you cannot please all the people all the time, some people just cannot be pleased.

I just wonder if neutral/negative feedback affects you relevancy in searches though. Does anybody know?

[BrushStrokeOrnaments]

I would not do a thing! Neutral is NOT negative! You do not need to offer a discount or take a return. You have sufficient feedback to show you do great work and have satisfied customers. I would let it go. If you feel that you need to engage, ask your customer what SHE would like to feel better about the transaction (but know, beforehand, what you would and would not be willing to do).

[Former_Member]

I think you have done the right thing, at least it is not negative, look on the bright side

[TheHomeCorner]

Thank you for your suggestions. We wrote to the customer but have not received any reply. Guess we'll just leave at that..we agree there is just no pleasing some customers.

[PebbleCreekStudio]

What I am trying to figure out is why she would leave you a neutral feedback when you have an excellent return policy?? Sorry that happened. :(