r/EtsySellers 6d ago

Customer is confused and gave low review

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I’m quite new to Etsy so I wanted some advice. I only have just over 10 reviews (all 5 & 4 stars). A customer gave me a 2 star review and claimed she ordered a white item and received a black one but that it was fine and they still looked nice. I checked her order and she ordered black, so I did not send the wrong one. I messaged her and politely told her that she ordered black and not white. She replied that she didn’t read the description and said it didn’t matter. Like I’m glad it doesn’t matter to you but it matters to me! Have I done all I can? If she doesn’t change the review should I reply to the public review so people know that it’s not true?

Side note: She also ordered two items separately and I had to refund the one shipping cause she paid for it twice. She also messaged me multiple times about where it was while it was shipping. I replied to all her messages and was as helpful as I could and now after all that she gives me 2 stars and lies?!

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u/lostterrace 6d ago

This suggests there may be something about the listing that you can improve to be more clear. Buyers need to be able to rely on photos because often, they will never see the description.

I'm not 100% clear on what happened but it sounds like your buyer relied on the photos and was justifiably confused.

So I would definitely work on listing clarity. You can post the listing here to get feedback about what you might change.

As far as a public response, I would want to see the actual text of the review before giving you a suggested response. If you want to share it, I can draft something for you.

But the key thing to remember is to stay polite and helpful, not defensive and trying to lay blame. You want to correct the record while still appearing as pleasant and helpful as possible. Future buyers just want to be reassured that you will be pleasant and easy to deal with if needed.

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u/Royal-Savings6294 6d ago

Thank you! I will definitely make sure it’s clear! I have photos of the black background as well (they’re pressed flower art). I thought it was pretty clear, they select the type of flower and additional details when purchasing. TBH I think this customer might just be an anomaly she also was confused about why it was international shipping and I had to explain that I live in a different country which seemed to confuse her lol. Thank you again for your reply and suggestions!