Resolving Negative Feedback | A Path to Perfection

Every now and again you will encounter an unreasonable customer and no matter how well you've resolved their complaint, they'll still leave you dry with negative feedback. As frustrating as it sounds, we've dealt with this problem for years and have built a resolution process with a high success rate.

To help you resolve unfair or unjustified negative feedback you can follow our Feedback Removal Process as outlined below.

As a general rule of thumb, we class all Neutral & Negative Feedback as Negative. Only Positive Feedback is good enough for us, which means anything but, must be removed.

There are typically two reasons for negative feedback.

  1. ORDER NOT AS DESCRIBED (ONAD) or WRONG ORDER-ITEMS (WOI)
  2. ORDER NOT RECEIVED (INR)

Depending on the underlying reason, we've two separate email templates to address the concerns of your unhappy Buyers. If you're lucky enough to get a response, we've also written a follow up email (see-bottom-of-this-page), which encourages your customer to lastly remove the feedback.

We hate to see you receive negative feedback for any reason, so any successful removal of feedback will be backed up with an eligible refund from us. This simply means that if you follow our process and successfully manage to remove any neutral or negative feedback left by your customer, we will refund the entire order (i.e. the amount you paid to us including any postage charges).

1. DEALING WITH ORDER NOT AS DESCRIBED OR WRONG ORDER-ITEMS
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START (ONAD/WOI) FEEDBACK TEMPLATE  ==>
We would eagerly like to resolve the negative feedback left with regards to your recent purchase from ourselves.

It is important to us that we ensure all of our customers are 100% satisfied with the outcome of their purchase and that no issue is left unresolved.

Since the order received was not what you had expected, we feel that it isn't fair to for you to remain out-of-pocket for something you didn't want. We pride ourselves by ensuring that all of our customers receive a service of which deserves a positive rating on all counts and will always endeavour to try and resolve any instances of an otherwise a positive experience for our customers.

Please allow us to resolve this matter for you by offering to provide you with a full refund, both as a gesture of good will, and for any inconvenience that may have been caused. If you are happy to help us resolve this issue please respond to our email as soon as you can and I will be more than happy to process this refund for you.
====== END (ONAD/WOI) FEEDBACK TEMPLATE
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IMPORTANT! DO NOT process your customer refund until they respond positively. Without any response and willingness from your customer to resolve the matter in this way, you will not be able to successfully resolve your customers concern.

2. DEALING WITH ORDER NOT RECEIVED (INR)
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START (INR) FEEDBACK TEMPLATE  ==>
Thank you for your feedback comments although I am very sorry to hear that your order has not been received.

Since the order has not been received, we feel that it isn't fair to for you to remain out-of-pocket for something you haven't received. We pride ourselves by ensuring that all of our customers receive a service of which deserves a positive rating on all counts and will always endeavour to try and resolve any instances of an otherwise a positive experience for our customers.

Please allow us to resolve this matter for you by offering to provide you with a full refund, both as a gesture of good will, and for any inconvenience that may have been caused. If you are happy to help us resolve this issue please respond to our email as soon as you can and I will be more than happy to process this refund for you.
====== END (INR) FEEDBACK TEMPLATE
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FOLLOW UP MESSAGE (CUSTOMER ACCEPTS YOUR REFUND OFFER)
This message should only be sent in response to your customer agreeing to resolve this matter with your offer of a full refund. You should only send this follow up message after providing the promised refund to your customer.

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START FOLLOW UP FEEDBACK TEMPLATE  ==>
Thank you for your response. As agreed, we have issued a full refund and hope that the matter is now resolved.

We would like to ask kindly on this occasion, that since the matter has now been successfully resolved for you, would you please be so-kind to remove your negative feedback rating to reflect a resolved and positive outcome?

Providing you are happy to remove your feedback, please use the steps provided below:

  • [ETSY - REMOVE THIS LINE]
  • 1. Go to Purchases and reviews.
  • 2. Find the item ordered and tap Edit Review.
  • 3. Submit an updated review that reflects your experience.
  • [EBAY - SEND YOUR BUYER A FEEDBACK REMOVAL REQUEST - REMOVE THIS LINE]
  • 1. Go to Messages.
  • 2. Follow the instructions in our Feedback Removal Request.
  • 3. Submit an updated review that reflects your experience.

  • [AMAZON - REMOVE THIS LINE]
  • 1. Go to Your Submitted Feedback.
  • 2. Select Remove next to the feedback you'd like to remove.
  • 3. Select a reason for removal.
    4. Select Remove.

  • Whilst we hope that a positive outcome has been attained, we hope that this experience does not in anyway prevent you from shopping with us again in the future.

    Once again we would like to offer our sincerest apologies and thank you both for your time, and for your understanding.
    ====== END FOLLOW UP FEEDBACK TEMPLATE
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    Please note that whilst templates are useful in providing resolution, for them to be more successful at resolving a problem, often they need to be tailored. Whilst we won't defer from the actual resolution that is being offered we will modify parts of a template to make it more effective. If you think your customer requires a more tailored response, please get in touch so we can modify our template for you accordingly.

    REQUESTING A REFUND AFTER YOUR BUYER REMOVES FEEDBACK
    To request an eligible refund after your customer successfully removes feedback, please contact us via our Seller Support Channel on Slack. We'll typically respond to your request within 1 Business Day.

    Please note you may be required to provide evidence that you have followed these procedures. Please retain all proof of correspondence with your customer.

    Get Started Today.


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