Receiving a negative review can be an unexpected disappointment. However, negative reviews are also an opportunity to learn how you can improve your shoppers’ experiences.
If the issue that your buyer mentions is one you believe you can improve, consider responding to them in Conversations first. If the issue isn’t one you can meaningfully improve upon for this buyer, letting it go and moving on can be the best option.
Reviews are people’s opinions and you can't please everyone all of the time. Etsy shoppers understand this and know consistent five-star reviews that surround a low one are a more accurate reflection of your customer service.
If the review violates Etsy’s policies
How to respond privately to a review
To respond privately to a review, contact the buyer through Conversations:
- On Etsy.com, click Shop Manager.
- Click Orders & Delivery.
- Find the order that the review is referencing and click the mail icon.
- Type your message and click Send.
If you understand what led your buyer to leave a negative review, offer a solution that helps address the issues raised in the review.
If you’re unsure what caused a negative review, remain professional and courteous. It’s best to ask open questions that help you understand what caused the buyer’s negative experience. Then, focus on whether you can solve their problem and clear up any misunderstandings. Responding quickly and showing that you’re willing to address the issue may lead a buyer to edit their review.
How to respond publicly to a review
If you’re unable to work out a solution with the buyer privately, you may want to respond to a review publicly. You can respond publicly to reviews with ratings of three or less stars only. You can only respond to each review once.
To respond publicly to a review:
- On Etsy.com, click Shop Manager.
- Click your shop name under Sales Channels.
- Click Reviews.
- Find the review and click Post a public response.
Since your response will be public and viewable by other shoppers, here are some tips for responding:
- Keep it short and simple.
- Respond in a positive and professional way that reflects well on you, your shop, and your customer service.
- Address the specific concerns from the review and any changes you made as a result.
- Focus on your product and service, not the reviewer.
Your response will appear in the Reviews section of listing pages and on your Shop Reviews page. You have 100 days to respond from the date the buyer last edited their review. You can delete your response at any time.
Once you respond to a review the buyer will no longer be able to edit their original review or rating, even if you delete your response. The buyer can’t respond on your reviews page.
Reviews can only be removed if they violate policy.
If the issue that your buyer mentions is one you believe you can improve, consider responding.
Respond privately to the buyer through Conversations. Responding quickly and showing that you’re willing to address the issue may lead a buyer to edit their review.
If you understand why the buyer left a negative review, offer a solution that addresses the issue.
If you’re unsure what caused a negative review, remain professional and courteous. Ask open questions to understand what caused the buyer’s negative experience. Then, focus on whether you can solve their problem and clear up any misunderstandings.
If you believe that a review violates Etsy’s policies, you can report it. Reviews that are negative, but that comply with Etsy’s policies won’t be removed.
To report a review, click Report this review under the review you want to report in your shop on Etsy.com.