Managing my own Etsy shop has taught me a lot about customer service. If you sell online for long enough, you’re going to encounter a dissatisfied customer or two. Etsy allows buyers to leave negative ratings if they are unhappy with a purchase, which can come as a surprise to a seller. What should you do if this happens to your shop? Here are a few tips to help you deal with this unfortunate situation:

Take a Breath

Don’t respond back if you’re feeling really upset- wait a little while until you can write the customer with a calm, clear head. Offer a solution to their problem depending on the complaint- this can vary from a replacement item to a refund. Etsy allows the buyer to change their feedback within a reasonable amount of time if you reach out and make things right, so it’s crucial to be polite. Sellers do also have the ability to respond publicly below the negative feedback, though once you do this the buyer cannot change their rating for your product (it becomes locked-in).

Remain Professional

Never get into a petty fight or throw insults at a customer- it will always look unprofessional on your end and could make the situation worse. Keep in mind that some buyers will not communicate back to you even if you try to correct the transaction, so you may just have to live with the negative rating. In those situations, it is okay to leave a public feedback response, just be polite and succinct in your reply.

Turn it Into a Lesson

Most importantly, try to learn from the experience and ask yourself how you can use it to improve as a seller. If the unhappy buyer has a legitimate concern (like a quality control issue), take steps to make sure it never happens again. Assessing what went wrong is crucial, even if you just come to the conclusion that you can’t please everyone.

How have you used negative feedback to grow as an Etsy seller?

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Rebecca George

Designer at Purple and Lime, Inc.

A Cincinnati native, Rebecca studied Art History & Geology at the University of Michigan. From there, she earned a degree in Fashion Design and Marketing from the American Intercontinental University in London, England. Highlights of her career include having several pieces from her graduation collection featured in the international fashion magazine i-D (UK, Feb. 2007) and working on men’s leather pouches for the movie Elizabeth: The Golden Age (which won an Oscar for Best Costume). Her brand "Purple and Lime" is a line of super-fun womenswear, jewelry, and accessories based in Chicago. She has been successfully selling her line on Etsy and in shops for four years, and enjoys teaching others about online handmade selling!

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