Avarage of Stars of Sellers

[alyosm]

Hello 

I made 80 sales. 16 of my customers wrote review and 13 of them was 5 stars. The last customer made 3 orders and marked as 1 star. (She had some troubles about tax and i ubderstand her) 

When a new customer opens my page, they saw one star. I have lots of 5 stars and a few 1 star. Why it doesn't show the avarage? Am I a one star seller? And this one star I am sure affects my further sales. What do you think?

[ColorfulCastAndCrew]

Explanation of how review average is calculated below. It's a shame those 3 reviews hit your overall rating so hard but it seems all of your other ratings are old so that would account for it.  As far as how the reviews are shown on default, I have no idea. Mine shift around so I really don't know how Etsys' default works on displaying reviews. I would assume though that the dates on your reviews are the reason for their placement.

https://community.etsy.com/t5/Managing-Your-Shop/Anyone-know-how-to-star-seller-is-calculated/td-p/1....

[Former_Member]

Most buyers know that customs charges may apply when ordering from another country.  I didn't see anywhere in your policies, etc., that the buyer is responsible for any of these charges.  You might consider adding this to your policies as I have seen it in other shops that ship internationally.  

Since you replied publicly to your buyer's review, it is locked in and can't be changed.  In the future, I would suggest that you contact the buyer by their email address and Etsy convo to see if you can rectify the situation.

Make sure that all the items you sell are made by you or designed by you and manufactured by someone else.  In case they aren't and you are buying them and reselling them on Etsy, that isn't Etsy legal to sell.  If you are designing the items and someone else is making them, you need to list production partners or members of your shop.

[ColorfulCastAndCrew]

I was just going to mention this after taking a closer look at the shops items. 

[CraftyCornishMaids]

@Former_Member 

at the price of those three items, the buyer would already have paid import VAT on the order to etsy,

they should not have had to pay anything again, if all the paperwork was in order

[CraftyCornishMaids]

at the price of your items 3 would only be 75 euros,

There should not have been any taxes due, if you had completed the forms correctly, with the IOSS number electronically entered into the customs form

If you used a courier, your courier messed up, if you gave them all the correct information, so you should have refunded the charge, and sorted it out with your shipper.

....

you also have a no refund policy, which is not legally complaint if you ship to the eu, more info from etsy here - they could ask for a refund in full, without sending them back

https://www.etsy.com/legal/policy/selling-to-eu-buyers/239965962014

...

.... the stars on the top left are based on the last 12 months reviews

[JMOldeVintage]

@alyosm - Your Shop's overall star rating is based on sales for the past year. The 3 One Star reviews from 2022 count. The ones from 2017 & earlier do not. 

Honestly, yes, the one star rating will hurt your shop. The reviews contradict the listings' description. Without being able to see the actual product the mention of cotton versus not cotton is concerning.
While yes, one would like to think that buyers know they may have to pay additional taxes/duties upon receipt of the package, that is not necessarily the case. This needs to be mentioned.

Your replies to the review are not encouraging to other buyers. They seem to simply ignore their irritation about the additional taxes and there is no mention about how you worked with the buyer to address their statement that the scarf was not cotton. Your response - to me - basically say "I'm right, she's wrong". A good tone has not been set.