Cacel Order - Bad Review

[FanciiPantz]

I got an unfair 1 star review. Will the review go away if I cancel the order and refund completely?

[OmasFabricStash]

Etsy has only a few reasons that they can legally remove a review, not liking it isn’t one of the reasons. The review stays even if you refund and cancel. Do not reply until you have tried to work with the customer to see if you can come to a mutual solution. If you reply then the customer can’t change it. 
Since your policies are not correct for selling to the UK & the EU that could cause a problem for you especially if the customer was from there. 

[AAANativeArts]

You ship to the UK and EU countries, so you are breaking the law in those countries by not offering refunds. This means your No Returns policy reverts to they have 365 days to request a refund for any reason or no reason in those countries, and they DO NOT have to return the merchandise. If anyone files a Case on you, Etsy will automatically refund and not ask for your merchandise back. And they will not remove the review. The buyer is entitled to their opinion.

[CelebrityMemories]

In the UK and EU, online shoppers have the right to return most items within 14 days for a full refund, regardless of reason, known as the cooling off period. However, this right doesn't apply to all products, and the customer usually covers return shipping costs. 

[EccentricHandbags]

No the review is there forever.

[GetLuckyVintage]

Gift recipients can now leave reviews. So, it is no longer just the purchaser who can leave a review. So, this might be a gift someone got and the pattern isn't their style. 

[GroundZeroCreations]

@GetLuckyVintage What? When did Etsy start doing that? It has always been that the only way a person could leave a review is from their purchase. How are they able to do that now? Can you please provide a link to when Etsy started allowing "gift recipients" to leave a review? I tried a google search on the topic and nothing came up. 

[GetLuckyVintage]

My understanding is that if a Buyer marks it as a gift and asks for an e-notice to be sent to the recipient that their gift is on the way, there is a link in that message from Etsy that allows the gift recipient to leave feedback. It is my understanding this is part of the new Gifting promotions. Maybe it is a test and only certain people can do it? The recipient has to open an account on Etsy to do it. 

[PristinityJewelry]

@GetLuckyVintage 

"What the..."

[GetLuckyVintage]

There is also a link where gift recipients can message Sellers about their gift without going through the buyer. 

[ArtDollsbyJD]

Gift recipeients cannot leave a review.  Where did you read that information?  The gift purchase is from the buyers account.  There is nothing in the article that says the recipient can leave a review.  

[NanaLetha]

@GetLuckyVintage  Only the buyer can leave a review 

[ThePurplePuppy]

I wouldn't worry about that review--from the sounds of it there was really nothing wrong with it--she just did not like the design.  I think people can see that there is nothing that you did wrong.

I do have a question (or 2). You say in the listing I looked at that you  make these hats. But in your about section you list "unknown artisan" (from China, as a production partner.  Do you design these and they make them? That is the only way they would be Etsy legal.  OR if you purchase from them and just resell them  they cannot be sold on Etsy. What is really really confusing is that you say "unknown artisan".? How can you not know who your production partner is? That is supposed to be someone who makes something for only YOU that you have designed.  I mean--how do you do business with someone "unknown"?

[PristinityJewelry]

I wouldn't worry about it. Yeah, 1-star, but it isn't a terrible review, she just didn't like it. We all get "one of those" customers now & then. Future shoppers likely won't give it a second thought.  Good response too.

Very cute hat too, BTW. (smile)

[HoneyDewGlass]

I would caution you about your response. Offering a refund publicly after stating you have a no refund policy opens the door for refunds to everyone who reads that review. I would make the offer privately unless you are willing to accommodate everyone who leaves an unfavorable review. It might even encourage someone to leave a one star in hopes you’ll make an exception to your policy.

[JMOldeVintage]

FWIW this from Etsy - go down to the April Update:

https://community.etsy.com/t5/Announcements/New-gift-teasers-lets-last-minute-shoppers-send-a-previe...

It includes this:

"Now, gift recipients who receive a gift teaser will see the option to send you a message if they need help with their gift. 

Gift recipients can reach out with any questions about the shipping or the item itself. You have the option to send a replacement if something’s wrong with the order. However, only the original buyer of a gift can request a refund, return, or exchange—depending on your shop policies. Gift recipients won’t be able to request a return or file a case. Messages you receive from gift recipients will be identified with a badge so you know who you’re messaging with. "

There is no mention of gift recipients being able to leave a review. Realize that even the actual buyer needs to have an account with Etsy, they cannot leave a review if they purchased as a guest.

[FromCastleToCottage]

If you cancel an order without paying back is it even possible without shop beeing closed by Etsy? 

[AnniebelloPaper]

Without knowing the details, if you have the item, you do need to refund/cancel as one process. You can't keep the buyers' money - that would be theft. Etsy will refund you the fees.

If you have already shipped the item, why do you need to cancel? I would have the buyer return the item before refund/cancelling.

[HazelsSewingSupplies]

This is a 6 month old thread.  Any answers are non-relative to this situation.

[ModAngie · Accepted solution]

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