Looking for help --- How your guys handling the negative reviews? Any good advice?

[4LoveSupply]

Hello everyone,

I am June from 4LoveSupply store ( specialling for DIY packaging), recently, we have got several negative reviews about our products, actually all goods are in well conditon, and the only reason just they bought the wrong size, and want to return, we have promised  return is acceptabel, but the only question is they should pay the return freight cost......, and they are unhappy about that, then negative reviews come to my store. What a pity.....

[CarouselDesignsCo]

I haven’t had the specifically on Etsy, but when it comes to it being the customers fault and not the stores fault you just have to remain professional and offer the best customer service that you can. Make sure that all listings are very specific when it comes to sizing and colors etc. I do believe that when it is the customers fault either buying the wrong size or the wrong color, they should pay for the freight fee to return it. I would just make sure to put a return policy in place and be very clear about it. I have noticed that it lessens negative reviews involving these types of problems but you can’t illuminate them there’s always going to be someone that will complain about a return policy in any business. I really do hope that this helps! 

[4LoveSupply]

Many thanks.. It is really helpful.

[HandsOnClay · Accepted solution]

Yes, a negative reply hurts when you are trying to do a good job. I owned, ran a music store for 37 years and know all about people. Most are nice, some want to pay less all the time, and some are just plain nasty. You just have to keep your cool, be polite, even when they are not, and be firm and up-front about your store policies. Also, when the customers get angry, it is not directed at you, the person, so don't let it get to you. As long as you do a good job, be fair and honest, your business will grow.

Best to you, HandsOnClay, christa

[MadamSibo]

Don't understand why Etsy still has the option that a customer can leave one star in the reviews and not explain the
reason? By communicating and writing more thoroughly, the client continues to fail to respond and does not provide
an answer as to what such an assessment is. So far, customers have liked everything, but suddenly there is one who
puts one star without explanation. I believe that these are abusive customers who intend to make the store worse. 
Is this the behavior of competitors? 
What do you think? 
And how to eradicate it? 
Why not introduce customer rating like Ebay? 
There is no such situation from customers !!!
Thank you.

[HandsOnClay]

Doggy eats dog, it's tough some times. Perhaps you could get in touch with the customer, find out why. Most likely you won't get a reply, but if you do learn from it. No reply: ignore it, keep your good spirits and keep working.

christa

[4LoveSupply]

Absolutely support.