Anonymous review and a scam

[DrakeMetalWork]

A few days after recieving a scam message from a fake "Etsy Support" account I received a review from "anonymous" and thought it was strange.

I checked on my app and the review is from "null". I read the Etsy handbook and only buyers can leave reviews, so I deduced I should report the review, if something fishy is going I can make Etsy aware. I took some screenshots to help show what was happening on my end.

After I reported the anonymous review, Etsy just locked the review. I received a message from Etsy saying the review is not in violation, and I should message the buyer as they may decide to change it.

2 days later the glitch is gone and the review shows as one of my customers. I message my customer and they are very nice, very apologetic and wish to change their accidental star rating, but cannot as it's locked.

The handbook states replying to a review locks it. It also states if a review is not in violation no action will be taken. Etsy's reply to my reporting this review also states the buyer can still change their review if they want to.

So next comes my first attempt at reaching out to Etsy chat support in 3 years. And well, I wont waffle on about being talked in circles. They confirm they have locked the review and will not help.

So I know I'll receive no help with this. But that doesn't mean I can't help someone else.

In my experience just reporting a review means Etsy lock it.

Here's what I will do differently the next time i experience an anonymous review glitch. Scan through your completed orders list and try to find your anonymous customer through there. Do not access the review via your shop news and activity feed on the app, or recent activity feed on webpage.

All the best, Tom 

[EccentricHandbags]

I don't understand what you are saying.  How can anyone be an anonymous customer?  If you are saying that they left a review without buying anything, that isn't possible.

[FernbankStudioUK]

I get loads of reviews from ‘null’ but I know they are legitimate based on what they say as I can usually figure out which customer left them. I think it’s either a glitch or there is a way to hide your name publicly when you leave a review.

[PrintFanaticShop]

That's correct only buyers can leave reviews. The buyer could've deleted their account or had it deactivated after purchasing from you and leaving a review.

[Adorabilities]

What did Etsy say about "locking" the review. I've never heard of that before. Customers can change their reviews as much as they want until either:
- 100 days have passed
- you have responded to the review

[audreytherese]

I'm not understanding what the 'scam' part of this whole scenario is? 

[bradgoodell]

@audreytherese I don't either.  

[audreytherese]

Ah, I see their clarification. Most of the post was about the review, and after reading it all I totally bypassed/forgot the quick mention of receiving one of the scam messages. 

The message and review seem to be unrelated, but the timing had them questioning it. 

[ArtDollsbyJD]

There is no anonymous review.  It is not possible on Etsy.  I see the most recent review and it has a name and an account attached to it.

It's not locked as you have not replied to it. 

If they are using the app, it can be buggy.  Ask them to use a PC.

Etsy does not lock reviews.  The buyer has 100 days to alter unless you reply to it.

[bradgoodell]

None of your current reviews show as "null" or "anonymous", the only recent bad review you have has a name attached.  

If you replied and then deleted the reply, that would lock the review.  I've never seen Etsy lock a review, but I suppose it's possible.  It just wouldn't make sense for Etsy to do so.  However, your buyer can contact Etsy and ask to change the review.  Etsy will change or delete locked reviews at the buyer's behest.  

Good luck.  

[audreytherese]

If the customer had put 'anonymous' in their profile as their name (since you can put in anything, people running actual scams like to make it 'Etsy Staff'), it could have shown up as that, then changed when they updated their account. That's the only theory I have as to why they saw that name previously. 

[DrakeMetalWork]

Hello thank you for your replies, yes I believe you are all correct.

Essentially my shop experienced a glitch. The combination of receiving a scam message and an anonymous review made me feel I should contact Etsy support, which somehow made the situation worse. 

I'm still messaging with my friendly customer. They feel bad for making a mistake on their review, which they would like to change, but can't. I've not replied to their review, why would you if a review looks like an error from "anonymous". It now shows as their name on desktop but still "null" on my app. I don't know if the anonymous glitch and it locking are related and I don't expect Etsy do either.

My main concern is keeping my customer happy, but I'm sure they will survive this. I've messaged them to say please don't worry there's some sort of glitch.

I guess my only option now is to reply to the review? Which I still have the option showing on the review.

I can only share my experience, hopefully it helps someone not end up in the same fuss.

I do hope support is better if there's ever a glitch with someones money.

All the best, Tom