Frequently Asked Questions

Things happen, and no matter how hard you try, you can fail to satisfy that one client and eventually receive negative feedback. 

It’s frustrating but definitely not the end of the world. In our opinion, ignoring speaks volumes, so it’s clear that you have to react somehow. Another question is – how exactly? It depends on the type of feedback you receive. Specifically, there will be negative feedback that you accept and agree with and feedback that you think is unjustified or just plain wrong.

People are different so you should be ready for both cases. Now let’s see how to handle each of them.

Justified negative feedback

Unfortunately, no one is immune to mistakes. For instance, you could reply with huge delays, it could turn out that the product is out of stock but still shows as available, and finally, a customer might receive a damaged or wrong item. 

In such an instance, it needs to be resolved quickly and appropriately.

1. Remember that you should be professional at all times. Don't underestimate the power of apologies for the inconvenience. You can't be in a good state to negotiate a reasonable settlement if you don't say that you're sorry and understand how frustrating the client feels.
2.  If you can't do an exchange for the product or a full refund so that the client edits the negative feedback, try to just explain what the situation was. If potential clients see that you're ready to admit your mistakes and offer solutions, they'd be more favourable. 
3. Take this feedback as a chance to improve something about your processes. Check your inbox more often, ensure that all the products listed are in stock and double-check the items you deliver to clients so that the experience clients get with you is only positive. 

Unjustified negative feedback

At some point, you can receive negative feedback that you disagree with. For example, the person can complain about something you're not responsible for or the product itself even though you described all the details in the ad description and gave an opportunity to check the item on delivery. 

Such reviews are usually very emotional, so you have to ensure that you improve your reputation instead of killing it by responding. Remember that potential customers are not aware of all the details. All they can see is the dissatisfaction of your client and your reaction to it.

1. It's crucial to respond calmly and professionally. Apologize for the inconvenience and explain the situation from your side. For example, you can demonstrate that you had provided accurate details about the item in the ad description and offered a pay-on-delivery option. If the client checked the item and paid after inspection, it's not the case when you made the client pay in advance and eventually delivered something wrong. Potential buyers need to know these essential nuances so they don't make incorrect conclusions about you. 
2. Try to reach out to the client and ask to edit or remove this feedback. Explain the situation and offer alternative products if the person made the wrong choice. Suppose you know that you have other items that would fit this client; it's worth telling more about them. You could also tell about what to pay attention to when choosing similar products to ensure that they meet your needs. Eventually, we all want our problems to be solved. If you have the solution, you have a chance for a positive review.
3. In addition, regardless of the situation, it's best not to be rude or dismissive. If you find the customer is being abusive or threatening, request such feedback to be removed. To learn more about feedback appeal, go here.