Bug with the review stars

[Krasivoe]

Hey! I received a review where the customer gave a positive feedback and rated 5 stars (5/5/5), but it displayed as a 1-star review in the system. This is very upsetting as the incorrect display of the review has affected my shop's rating for no reason.

https://imgur.com/irrhNAR

Please correct the display to reflect the accurate rating

Cheers,
Roman

[BrooklynStVintage]

You will have to contact Etsy to ask about this. However I don't think rating the three areas has anything to do with the one star review. You may want to ask your buyer if they intended to rate the transaction with a one star. Hopefully just a mistake on their end.

[funkydreamsmosaics]

I would reach out to your customer and ask them if there was anything you could have done better to get more than a 1 star review.  Since they left positive words (I'd focus on that more than the 5/5 in the other areas), it does seem like an error on their part, so hopefully when you point it out, they'll fix it.

[Krasivoe]

I talked to the customer and he confirmed that he had rated 5 stars, so he duplicated his review. However, the one-star review still remains permanently on my shop

[funkydreamsmosaics]

@Krasivoe They don't need to leave a new review (though it was nice that they did), they need to edit that review:

https://help.etsy.com/hc/en-us/articles/115013197687-How-to-Leave-a-Review-on-Etsy?segment=shopping#...

[BagmakerSupply]

@Krasivoe: The three 'mini ratings' can only be left by some people on some devices and do not in any way affect the overall star rating. Notwithstanding that it may be a glitch, if the buyer initially left a one star rating and then later changed it to five stars the update will not appear immediately - there have been reports that it often takes several days.

[HayberwoodLLC]

I would talk to the customer first because the same thing happened to me. The buyer left a very nice comment about my product but with 2 stars. I sent her a message and she immediately changed the rate. She was very sorry about that. I knew that wasn't her fault but I need to reach out at her first. That was a smooth and nice communication.  She is a repeat buyer Lol : )

[NoFrogsAllowed]

I think those 3 mini ratings cause confusion for some people.  I wish Etsy would do away with them.  They are pretty useless as often they don't apply to the transaction.

[Taitaya]

I have had the same happen to me twice now in the past month. The written review looks good and nothing in it indicates a two or one star review. Only after reading your posting went back and checked.   I noticed that the individual ratings where all 5 stars in both cases.

[BrooklynStVintage]

@Krasivoe  I see you responded to the review. The review is now locked and can not be changed.

[Krasivoe]

Heya! I talked to the buyer and he couldn't find a way to change his rating, so he duplicated his review with 5 stars. I also responded to the original review because I don't know what else to do about this unfortunate situation.

[cutebutton · Accepted solution]

Report the Review to Etsy.  In the comments section explain that you have messaged the buyer and they  stated they did not intend to leave one star and Etsy will remove it.  This same thing happened to me and Etsy promptly removed the review. 

[Krasivoe]

Oh, thank you so much! I'll try to do it! I hope that helps!

[PillowDetails]

Curious how the Buyer "Duplicated their review" - unless they bought the same item twice, in separate transactions?

[MaximusForge]

I just had the same issue. I hope Etsy’s technical support can help us. I know they can check the client logs, which would show that the customer clicked on 5 stars. This kind of situation is quite terrible because it unfairly affects our work and our shop’s overall rating. I’m very demanding with myself and with the quality of my work.
Maximus

[PrimFun]

@MaximusForge   Do not respond to the review.  Contact the buyer first to make sure he/she clicked on the stars correctly.  Some feel they have to fill in each one.  That is not the case here.  They need to click on 5 star.  The very last one in the group and the others will fill in automatically.

If the buyer said they did that, they need to contact Etsy to ask for the change.  There is no client log as you are thinking of it.  The stars have to be clicked on the star the buyer wanted to leave.  If the buyer clicked on the first star, the remaining stars do not highlight or change.