One-Star Glowing Review Please Help!

[MariasWorkshop]

I am distraught. Yesterday I received a 1-star review. My customer loved my items, so much so that she came back and purchase two more and ordered an additional item to match (I am currently working on that).

Trouble is, I believe she is not computer savvy and many of us know that Etsy is not that easy to navigate. We have had trouble communicating through convos, as she prefers e-mail, but e-mail communication has had some hiccups as well.

When I shipped the second item, I asked her to please leave feedback and I explained the steps to take to get to the “Review” section. I did not want to overdo it or over-explain, and run the risk of appearing insulting or patronizing, so I just pointed her in the right direction.

She did leave a review, but gave me only 1 star (and I do not even know if the 1-star is by default or if she clicked on one only – does anybody know if there is a 1-star default?). From her glowing review, it is obvious that the 1-star rating was a mistake.

I did not have many reviews to start with, but I had 100% positive review before this. Now, I only have a 3-star rating.

I read Etsy’s guidelines. I already contacted my customer and asked her to edit her review, but as I mentioned above, I do not know if she will be able to do it. I have had no response yet. I do not want to insist and even be perceived as harassing. I am reluctant to write a note on her review (which I could), for the same reason.

My question: Can Etsy change the number of stars for me? How do I contact Etsy to “talk” to a person about this?

If it gets to the point that I have to respond to her Review, what should I respond without pointing her mistake about the stars?

What to do? I am really concerned about this. Can anybody help, please.

Sorry for the length of this post.

[heartsabustin]

Give her a chance to correct it first. If she doesn't, you might be able to contact support@etsy.com and explain the situation. I'd keep the reply on your end until the very last minute - once you leave a reply, neither one of you will be able to edit the feedback.

[MariasWorkshop]

Thanks Erin. I am crossing my fingers that she will be able to edit her review.

[InsideSandysShop]

It's clear in her comments that she loved your work. She either doesn't understand that 5 stars is the best - or like you say isn't computer savvy. I think I would say something like -

Jana - thank you so much for leaving feedback :-) Your comments were so kind and I am so happy that you were pleased with your earrings and I am anxious for you to receive your matching bracelet. Etsy's 5 star rating system can be confusing. The star rating system is explained below:
one star is poor
two stars are below average
three stars are average
four stars are above average
five stars are excellent
With such wonderful comments in the review you left you may have inadvertently clicked the wrong star. However, you are able to go back in to the review and click the appropriate star based on ETYS's 5 star rating. If you have any questions I am happy to help.
You are a wonderful customer and I look forward to being of service again.

Maria, you will want to word this in your way but that's what I would do because you had the 5 star rating before this and it clearly was a mistake. It is hard to word things positively when trying to correct. I wish you the best in getting this corrected.
Blessings,
Sandy

[BethShanConnemara]

I can understand your being so upset! ...our reviews are so important to us. l've had to talk a couple of customers through the review process, because they couldn't work out how to do a review, so maybe etsy could make it easier for customers to review? l do hope you can get this sorted! Hilary

[MariasWorkshop]

Everything is fine now. BIG sigh of relief. My customer did not respond to my convos or e-mail, but she was kind enough to correct the 1-star rating. I am back to my 100% now.

Thank you all that responded. Like the saying goes, all is well that ends well. I am a very happy camper.

Bethshangirl, you are so right. I was a buyer for over a year before I opened my shop and I was completely lost regarding leaving Feedback. It took me a long time before learning that process. I remember it was like batting in the dark.

[nad205]

Great friendly text from Sandy and i will note this down too and also I am glad you resolved this issue Maria as i see the yellow stars in the reviews

[spacefem]

Shoot, I'm not sure I would have done anything. It'd be funny if customers clicked the filter for your one star reviews and thought "wow this shop is so awesome even their 1 star reviews are glowing!"

[MariasWorkshop]

Thanks!

Yes, thank you Sandy. I was so excited that omitted my thanks to you. What you wrote is wonderful and I will save it and keep it at hand just in case this should happen again (hopefully never). Also, it will come in handy if another Team Member gets in this bind (again, hopefully never), as I will refer them to your post.

Thank you Teammates!