Help with negative feedback

[ItsAllNewToYou]

Hi 

I had an order that I gave a full refund back immediately after the order was placed along with a message explaining my reason for doing so 

After 2 months I received a 1-star rating and a comment that said that she did not receive the order she failed to say that she did not get her order because she was refunded.

I massage the customer and explained to her she was refunded and that her comment makes it look as if she paid and i just did not send her the order 

She said that she would fix her comment and make it more  clear but she does not know how to do a retraction can someone please help me explain how to do it because I don't know myself  

[UniqueGiftOrnaments]

She can go to her "purchases," to the item, and there is an "edit review." But if you did not ship it, don't know if it will be there.

[ItsAllNewToYou]

I did not ship because she was refunded

[TheVintagePineapple · Accepted solution]

Since she was able to leave a review two months later, I assume you didn't cancel the sale after refunding?  

If for some reason she can't/doesn't edit her review, you'll still have a few weeks left to reply to it.  Replying will lock her review in, so give her some time before doing so.

[ItsAllNewToYou]

Thank You for the  feedback This is my first time with a negative review just did not know how to handle it 

[FrameTowne]

If you plan to not ship an order, you should cancel it which will both refund and cancel the order entirely so the customer cannot leave a review, I think there is a short window where they can, someone correct me if I am wrong on that but if you don't cancel the order, it goes overdue over over over, that's not a good thing. 

[ItsAllNewToYou]

Is there any way that I can correct it where it won't say that it is overdue because it was a   refund?

[TheVintagePineapple · Accepted solution]

@ItsAllNewToYou You refunded, but you still have to cancel that sale.  Go to the order, click the three dots and you'll see the 'cancel' option.  

[Jewels2at]

You will also need to reply to the review.

Maybe something like, "The order was refunded before shipment"  This will tell a potential customer the reason they did not receive it was because it was cancelled.  You do not need to say who or why it was cancelled.

Edited to add...not sure what the story is behind you refunding...but if it was not a good story, you might want to respond to the review before the customer adds anything else.

[ItsAllNewToYou]

Thank you 

[TheBonBonShoppe]

I too am having the same problem. I've received negative feedback from customers who cancelled their order, and I gave an immediate refund to. Also, negative feedback ratings with no explanation why. Honestly, I think a lot of it's due to the pop-ups that Etsy has been harassing buyers with needling them to give feedback on their purchase. The only way to get the pop-up to stop is to give feedback, and some customers don't understand how to rate and give feedback. I regularly purchase fabric from a seller who supplies on Etsy. I'm badgered with that pop up every time I order, despite the fact that I've given feedback on the same fabric 5 times now. What more can I say than I've already said? I get so annoyed with that pop up that it's hard to feel in a positive enough frame of mind to give a fair review.