tips for responding to negative review

[StuckOnSilver]

I haven't responded yet because I don't know how I can help this customer. The complaint is that the value added tax was more than the cost of the earrings.

[SilverCedarJewelry]

You can report that review to Etsy and they will delete it because the value added tax has nothing to do with your product or customer service.

[CozyDawg]

Do not post a reply to the review. The buyer will not be able to edit their review if they have a change of heart.

[StuckOnSilver]

Thanks everyone!

[fishcouple]

Yes, I agree with Irene. VAT is not your fault.

[StuckOnSilver]

Thanks, Fishcouple!

[SageNThymeDesigns]

I always try to report every negative review, this is your business and a person who liked your product should not be in a position to inadvertently cause your business damage. In this case I would protest the review- the negative review is about a 3rd party, so it will likely be removed. 3 seconds to spend on improving your shop is a pretty easy fix for a public review.

If it's not removed then I would consider sending a friendly convo. The customer already opened the door to that line of communication. I would consider saying "hey, I saw your review and I'm so glad you liked your Handmade earings; bummer about the import tax being so high. Unfortunately that's a tax imposed by your country and I have no control over that taxation. Negative reviews on Etsy can damage small Handmade businesses and this is my livelihood, please let me know if there's anything I can do to improve this experience for you."

I personally believe in responding to all negative reviews. It's your chance to share with your potential customers how you can shine by offering good customer service, which is really what shopping Handmade is all about. This is probably the easiest thing you can do today to improve your business (no SEO brain damage required!)

[StuckOnSilver]

Joanne, thanks for your response--it's so good!

I suggested he appeal the amount of taxes on this transaction and gave him a link to UK VAT and import duties. If that didn't work, he could return the earrings to me for a refund and apply to the tax office for a tax refund.

Happy holidays, everone!

[StuckOnSilver]

I mean everyone! LOL

[Former_Member]

Hi

I live in the UK and I factor in VAT for everything i buy from abroad. In the UK tax is already added on to the price so for us it comes as a shock that we have to pay extra for this when buying from abroad.
But this is not your fault and the buyer should not have left a negative review for YOUR item or service you are not at fault.
I would appeal the review and have it removed, if it isnt I would reply as Joanne suggested, I wouldn't offer him a refund at all. you were very accommodating to do so.
Maybe just add something in your policies that you are not responsible for and customs and duties and tax and that this is at the responsibility of the buyer to work out.

[StuckOnSilver]

Thanks Frey, I have this in my policy statement. And I requested this review be deleted. The tax was more expensive than the earrings themselves!