Ratings breakdown is incorrect

[PeggyCollinsPhotoArt]

My ratings breakdown for June shows that I have a 3 star review. But I don't. My customer changed my 3 star review to 5 stars almost a week ago and she left a lovely review too.

I just got off a very frustrating chat with Etsy. He didn't understand the problem at all. He kept telling me that the customer could still edit their review. He eventually stopped responding to me.

Now I've lost my star seller badge for July due to this problem and an undeserved 1-star review. 

Any suggestions about how I can get my ratings breakdown corrected?

[CappuccinoLace]

You have 25 reviews in the review period for July's badge (apr-jun), 1x 4 star, 1x 3 star (may 7th) and 1x 1 star.

That's 118 stars divided by 25 reviews equalling 4.72 average.

[PeggyCollinsPhotoArt]

@CappuccinoLace yes, corect. 4.72 isn't enough to get a SS badge. The 3 star should be a 5 star. I don't actually have any 3 star reviews.

If this was corrected I would reach a 4.8 average and have my SS badge.

So the question is, how can I get it corrected if Etsy CS doesn't understand?

[CappuccinoLace · Accepted solution]

The 3 star still shows as a 3 star in your shop (otherwise I wouldn't have seen it as 3 stars), suggesting it was never changed, or you're talking about another review that was 3 stars and is showing now as 5 stars.

The May 7th review showing 3 stars, you've replied to 3 days after they left it, meaning the buyer could not have changed it a week ago.

[BagmakerSupply]

@PeggyCollinsPhotoArt: "and an undeserved 1-star review" A buyer is free to leave any review they want and there are only a very limited number of reasons that Etsy will remove it https://help.etsy.com/hc/en-us/articles/115015808588-What-to-Do-if-You-Receive-a-Negative-Review?seg...

"My customer changed my 3 star review to 5 stars" It is unclear how long it takes for a revised review to be picked up by the Stats.

[PeggyCollinsPhotoArt]

@BagmakerSupply I realize a buyer is free to leave any review they want. I didn't really want to get into the 1-star review situation. It isn't what I was asking about. (And btw I read Etsy's policies about reasons for removing reviews and I believe it matches the criteria regarding not mentioning Etsy but whatever...)

I think that six days' time would be enough for Etsy to take note of the changed 3-star review.

[GraceMarionCollects]

I could be wrong but can't you 'lock in' a 5 star review with a public (thank you) response? 

[PeggyCollinsPhotoArt]

Yes, I think you can. But I realized that I made a mistake...didn't see another 3-star review. 

What can I say, it was an unusual month for me!

[PeggyCollinsPhotoArt]

@CappuccinoLace oh wow, you are right! I completely forgot about that 3-star review! Sorry, everybody. Stats are not my friend! Thank you for your sharp eye and for taking the time to comment. I appreciate it!

[CappuccinoLace]

no problem : )

[FallenAngelBrass]

@GraceMarionCollects 

Yes, we lock in every review when we post a seller response. 

[GraceMarionCollects]

Yes I do too! I've read some unfortunate stories here in the forum....

[PeggyCollinsPhotoArt]

@GraceMarionCollects I know, right? It's a little frustrating. We try to do our best and most sellers I know go way beyond giving 100% to their shops and customers. But things happen sometimes beyond our control and life just isn't fair all the time! 

I do have to say that I've reached out to customer service a few times this month and I was disappointed every time. They don't ever seem to understand the problem and just give some inappropriate canned response. It was a big waste of time each and every time.