what to do when we receive a negative feedback

[cloudbb]

what to do when we receive a negative feedback,is it possible to ask a buyer to change the feedback, and give him/her a solution.

[elainesgems]

I would offer a solution but not ask them to change the feedback. Sometimes it makes the situation worse if they feel pressured to change it. You can always respond to the negative feedback in a professional way if they don't.

[UrbanCoutureJewelry]

When I buy from someone I do look at their feedback not necessarily for pos/neg but also how the seller responds to the buyer. Even though I sell I buy a lot too so how a seller communicates tells me if I want to do business or not.

What I like about Etsy is that you can reply back to the feedback and offer an explanation or solution so other buyers see that you are making an effort to correct any issues they may have. Also in some cases from the perspective of a buyer I can also see how unreasonable the feedback was.

[CozyDawg]

I would send the buyer a convo addressing the issues the mentioned in the review. If you can do something to fix it, offer it. Typically they will change the review all on their own.

If you reply to the review, the buyer will not be able to edit their review.

[UrbanCoutureJewelry]

"If you reply to the review, the buyer will not be able to edit their review."

I did not know that. thanks
What if the buyer does not change the review? How long do you have to respond?

[CozyDawg]

https://www.etsy.com/help/article/102

"When a buyer can leave a review is based on the estimated delivery date of the order and expires 60 calendar days from that date."

[Former_Member]

Your client complained She did not recive the color she ordered, pink. So, I assume she did recive difrent color. if I was you I would apologize, ask her to send the item back and will send her the right color and will pay for the shipping.

[Former_Member]

I feel most of the buyers are understanding at the same time there are few who keeps blackmailing with providing a bad review every now and then, I continue giving my best and provide a reply in a professional way.

[WilliamsGiftshop]

Looks to me the feedback was deserved. The customer did not get what she ordered. Three stars was nice of them.
Now you want to move on, improve your customer service, make sure you don't mix up products again, and earn some more positive feedback.
And of course you want to make sure this customers finally gets the product she ordered.

[Former_Member]

I think the more important question is: have you sent the right pink stone item? Has this been resolved?

[CatherineMarissa]

In this case, I would send the buyer the item that she ordered and leave feedback changes up to her.

If there has been no change to the feedback after a month or so, I would respond to the original feedback with an apology and a note saying that a pink necklace was shipped.

[Former_Member]

^^^This^^^

[SpangGangDesigns]

I would promptly take care of the customer if you made a mistake. I would NEVER do such and ask the customer to change feedback - honestly, it's feedback you deserved (if you made the mistake). The only time I ever asked a customer to change feedback is when (s)he left a one star, but raved about how great the item was, shipping, etc. I was confident (s)he mistakenly mixed up 1 vs 5 star.

You can professionally respond to the feedback admitting to your mistake and how you rectified it. As a buyer, seeing this means a lot more than falsifying feedback that was deserved.

But again, I've never and will never use changing feedback as leverage to correcting a situation.

[JewelMeShop]

You can contact the buyer and give a solution. I would ask the buyer which is better , refund or ship another item. After that you might contact again to check if everything went smoothly, and ask politely if she/he is willing to change feedback.

[SageNThymeDesigns]

Could you email the buyer saying something like:
I just saw that you left negative feedback regarding your order. I am so very sorry there was a challenge with your order. I am more than happy to make this right for you. Feel free to return the item you received and I'm happy to replace it with the correct color, etc. Offering to pay for the return shipping (assuming it was in fact a mistake on the shop side) would be very nice.

Do you even know if the item shipped was in fact the wrong color? I've had people insist I've messed up their order, only to be profoundly apologetic when I share the order record with them.

It would have been courteous for your customer to let you know about the challenge and give you a chance to right any possible mistakes before leaving public feedback. Sometimes having a challenge of this sort is a great opportunity to provide excellent customer service.

best of luck!