The three-step process to dealing with bad product reviews
1 – Answer and apologize
The first step is answer and apologise. Whether the customer is right or wrong, it doesn’t matter. You still need to reply in a very polite and kind way.
Pro tip: Be careful to not use defensive sentences in trying to defend yourself. Simply acknowledge the problem, say that you’re taking it into consideration and that you’re working at fixing it.
2 – A private matter
The next step is to actually take the conversation away from the review page and into your inbox. You can do that by simply asking the person to contact you directly at your email address.
A good example of step one and step two put together is this one:
“Dear Sandra, Thank you very much for your valuable feedback. I’m very sorry to hear about the experience you had and would love to help you fix the issue. Please allow me to resolve this by mailing me directly at email@example.com.”
3 – Fix the issue
Finally, you need to fix the issue. You can do that by re-sending a product if that’s possible with the type of products you’re selling or by simply refunding the purchase.
The best way to decide on what’s best is to communicate with your angry customer and ask them what they ultimately would prefer.
Once the problem is fixed and you resolve the issue, then and only then you can ask them if they are willing to go back to Etsy and change their review for you.
Remember, a bad review is not the end of the world. You’ve got this!
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