A 2 stars feedback showing first in reviews sugested by Etsy in all products from my shop

[AguamarinaGems]

Someone can Help me? I contacted already Etsy support but no solution. I received a 2 stars reviews from one product I refunded already and now show in all products from my shop this review first I have more than 3000 reviews 98 % 5 stars reviews I am star seller, why Etsy show this review first ? Is not giving the correct and fair impresion from my shop.

What Can I do ?

[SlapDaBassMon]

Contact the person that gave you the 2 star review and kindly ask them to remove it since you gave them their money back. post a response on the review that your sorry and fully refunded them (if you did) and forget about it. Other people will see your response. If I were looking at reviews and didn't see an explanation from the seller with a rebuttal I would think the seller just doesn't care. If you have 98% out of 3000 reviews I would think it was the buyer not you. 

[AguamarinaGems]

Hy Dear Thanks for your answer,

The customer is very conflictive said in the mesages I was a lier, and I explaned to her to take the photo of flash in the stone, I should take for a right position.

I didn´t introduce manually the flash in the stone.

I saw once if you give the answer in the mesage this response are marked as prioritary.

[AnnaleasFinest]

@SlapDaBassMon 

it seems the buyer very consciously left this review to warn other buyers.

[dippeldiundscribble]

Major threads:

https://community.etsy.com/t5/Managing-Your-Shop/Etsy-Please-Stop-This-Supremely-Unfair-Testing-with...

https://community.etsy.com/t5/Managing-Your-Shop/Etsy-deliberately-sabotaging-certain-sellers-with-n...

Other threads:

https://community.etsy.com/t5/Marketing-Your-Business/Old-negative-reviews-placed-top-of-the-page/m-...

https://community.etsy.com/t5/Providing-Great-Customer-Service/Why-are-lowest-and-old-reviews-at-top...

https://community.etsy.com/t5/Providing-Great-Customer-Service/Old-Negative-Reviews-That-Haunt-Your-...

https://community.etsy.com/t5/Providing-Great-Customer-Service/Old-Negative-Comments-Pinned-to-Top-o...

https://community.etsy.com/t5/Managing-Your-Shop/Outdated-Negative-Customer-Ratings-Given-Top-of-Pag...

https://community.etsy.com/t5/Technical-Issues/Negative-reviews-disproportionately-promoted-under-li...

[AguamarinaGems]

Hy Dear Thanks for all the links I will read carefully. But I think no many thing to do right ? They just choose some shops to make a test right ?

[SlapDaBassMon]

I tried to find the 2 star review on your shop and I can't even find it sorting by suggested or recent. I would not worry about it. 

[AnnaleasFinest]

@SlapDaBassMon 

what is the first review you see under this item?

https://www.etsy.com/de/listing/1333670132/grosser-celestite-kristallcluster-blauer?click_key=99bb90...

[AguamarinaGems]

Hy Dear Did you see under of each product ? because for me show in all products. Doesn´t give the good impresion of my shop after 11 years selling on Etsy and try to be the more honest with pictures, we take a pic one by one of each stone for doesn´t have this kind of trouble.Can you check if for your doesn´t show this review please!!

[reky]

I remember reading about this problem before. An ETSY seller suggested a technical procedure that might push the negative review to the back.

Copy your listing, deactivate the original, and publish the copy (you will have to pay the listing fee for the copy).

You could give it a try.

[AguamarinaGems]

I tried but didn´t work

[reky]

maybe, your negative review is too recent.

[WarmHugsCornBags]

Not everyone sees the same thing...when I click on your listings all I see are 5 star reviews.

[AguamarinaGems]

Hy Dear the sugested or recent?

[WarmHugsCornBags]

@AguamarinaGems  I tried both, nothing but 5 stars

[ColorfulCastAndCrew]

I clicked on 5 of the OP's listings, for me it's the first one on 4 of them. I'm curious as to who Etsy decides which reviews are shown first under "Suggested". Has anyone seen this stated in writing somewhere as I can't find it.

[ColorfulCastAndCrew]

Sorry, meant to say as to how Etsy decides, not who.

[BriarMoonBeads]

You're stuck with it, until someone/something decides you're not. There's nothing that can be done to fix it; there was a huge thread a few months ago, sellers tried everything, nothing stuck. Etsy don't care, they want this happening because they're using it to measure data. All you can do is reply politely with something that will reassure future customers. I'd also start photographing the stones in natural light; artificial lamps and light boxes can tend to created enhanced appearances. 

[GypsyWindsBcn]

Always in sunlight , we never use artificial light too.

[AguamarinaGems]

Hy Dear we always use a natural light, we never use a artificial light.

Thanks for your reply !!

[TonsOfPaper · Accepted solution]

Hello @AguamarinaGems,

We want to give buyers an accurate representation of the level of customer service a seller usually provides. This may include showing poor reviews along with the best ones. One reason is that when a review is 3 stars or less, the seller has an option to reply publicly. These responses can give potential buyers better insight as to what level of care they may expect from the seller.

We will be taking this as a feedback, and we will share it with the team to consider for a future update. Please know that we take comments from the community to heart, and we make many changes to the site based on what we hear.
 

Thank you very much!

[BriarMoonBeads]

@TonsOfPaper 

"One reason is that when a review is 3 stars or less, the seller has an option to reply publicly."

Just want to note you'll have to update this, we can publicly reply to any review left, and have been able to for some time. If feedback was auto-set to recency it would accurately show the seller's ability in the present, which is more relevant for a buyer than 6 months or 6 years beforehand.

Etsy's system should not allow buyers to leave 3 stars or less without first contacting the seller to resolve issues. I believe this would result in a more positive experience for both seller and buyer and give a much more accurate view of customer service.

As it stands, this 'experiment' does not affect all shops site-wide, so only a very small percentage of sellers are getting this 'accurate representation'.

[DivineCrossings]

@TonsOfPaper @I’ve only had 4- and 5-star reviews. 214 five-stars and 2 four-stars. Yet an 18-month old 4-star review shows under Every. Single. Listing. In addition, at the time the 4-star review in question was submitted, we were unable to respond to a 4- or 5-star review. So the contention that Etsy is displaying these “less-than” reviews to show buyers how we respond seems like a total fabrication. Please explain how is that 4-star review an “accurate representation” of my shop? Honestly, what is the REAL reason for this detrimental, prejudicial and reputation-destroying practice? Why push buyers away from only certain shops? What criteria were used to determine just which shops would be affected?  I (and, I’m sure, other sellers) would really appreciate it if someone at Etsy would explain the logic here and be up front - not that I’m expecting any kind response, but I apparently and naively live on hope that sellers will be treated with the respect they’ve earned.

[daisysjewellerygifts]

i see this shop affected  yet again is a Star Seller, you do wonder why you would even bother trying to get those little stars if Etsy are going to do this to those shops, yet shops out there with not one little star not even for messages, and 100s of awful reviews and still they sell on as usual with this is not affecting them and not a bad review to be found unless you start digging, unlike those shops having that pinned to every listing have maybe one or two bad reviews out of thousands of brilliant reviews, i really cant get my head around it why they would want to do this and try and destroy decent shops out there, such a shame.

[EaDoVintage]

@TonsOfPaper it is also very unfortunate that we have been discussing this ad nauseam in many threads to spread the word and try to figure out a work around and etsy moniters our posts and shuts down the threads or throttles the threads by not letting us post to the threads. Several shop owners have been silenced for weeks at a time. We are not going away. We need etsy to step up and fix this situation.