Incorrect review

[FloraEtLin]

Is there a problem with the way the reviews are displayed?

A customer left 5 stars for the quality of the item, 4 stars for shipping, and 5 stars for customer service, but when we see the review on the store's homepage, it shows 2 stars. Is this  a glitch??

[TheVintagePineapple]

Looking at a certain review checking site, the buyer does tend to give 2-3 stars even though the text written is very favorable.  You can send a message to her and ask if there was a problem due to the low star rating.  It could be that she doesn't realize what the stars represent (2 stars = not a fan).

[TheHomespunLoft]

@FloraEtLin

 I think I see the one you are talking about.. did your customer tell you she left 5* or are you actually seeing it?? I see 2 * and nice words.. I would have your customer go back and re do her feedback..

DO NOT respond to it or you will lock it in. Not sure if others have this problem or not.

[FloraEtLin]

Thanks for your response. I see the 2 stars on my dashboard. But if I go to my store and click on the listing purchased and go to the reviews; I see the 2 stars but on the right where you can see the different aspects (quality, shipping, customer service) I see 5-4-5 stars. So I found it weird... But yes I contacted the customer this morning, I am still waiting for a response.

[TheHomespunLoft]

@FloraEtLin 

I think your buyer might have gotten confused then-- I just gave a review to someone and the questions for shipping and quality etc were different than overall score part. I would have her redo them.. it is the overall score part that you want to be the 5*.

[CarpetCollectionAU]

Not all devices / apps present the Buyer with the opportunity to give those "individual" ratings for Quality / Customer Service / Shipping. These "individual" ratings do not "contribute to" or "feed into" the overall Review Rating

It is entirely possible that, whilst a Buyer rated those 3 aspects of the Transaction highly, there were other considerations concerning the product and overall transaction experience that the Buyer did not rate so highly and that 2 Star overall Rating is their evaluation of the whole transaction, not just 3 aspects of it.

[PillowDetails]

It's a glowing review, according to the verbiage - it's obviously a mistake for the stars  If you have enough reviews that it won't affect your overall average, I would leave it alone.

[After9Marbles]

The buyer looks to give 3 stars or less 80% of the time while also giving a great written review. Its interesting perhaps they are hitting the wrong button or dont understand the star system. Really it doesnt make sense. Maybe they have a old device and its registering the wrong star they select. I would reach out and see if you can figure out the issue. Im curious.

[BootifulLabels]

I could be wrong but I think those individual categorised review scores represent an average of scores for that particular listing.  In other words, the scores of all buyers who purchased that item and left individual ratings for each category.  

I never buy on the app, I always use a PC, and I can't recall ever being presented with the option to rate individual aspects of the sale, although I have seen them listed on item pages when shopping.  Perhaps only app buyers get the chance to use them?  Again, I could be wrong.

[ThePurplePuppy]

@BootifulLabels 

I only use a PC (Do not even have the app downloaded on my phone) and I am always presented with those ratings of individual aspects. It has been that way for me almost as long as I have seen them on reviews.

[GroundZeroCreations]

@BootifulLabels I never purchase using the app either. The last time I purchased on Etsy though, it did present me with the stars and categories when I went to review. 

[CarpetCollectionAU]

@BootifulLabels "I think those individual categorised review scores represent an average of scores for that particular listing"

The individual ratings for Shipping / Quality / Customer Service are for each Transaction not for the Listing 

They do not have anything to do with the overall Star Rating for the Transaction. They do not "contribute to" or "feed into" the overall Star Rating.

It is not impossible that the Buyer rated the individual sections highly but there were other aspects of the Transaction which they did not rate so highly and that is why the overall Star Rating was lower than the individual ratings.

[BootifulLabels]

Fair enough, I did say I could be wrong, lol.

[AAANativeArts]

I've heard sellers on some versions of the app only have a choice of up to 4 stars, not 5. Perhaps this buyer thinks the smaller number is the best instead of the other way around. Without being confrontational, I might ask this buyer why she gave a low score when her review was favorable.