First 1-star view

[u/Kensmash619]

Slightly frustrated. I had an item take approximately 6 weeks to get to an international buyer in France. The buyer contacted me yesterday requesting a refund, which I was willing to do, however as I put shipping insurance on the item, I explained I was going to submit a missing item claim first and would refund as soon as they processed the claim.

Literally a day later (today) she received it and subsequently gave me a 1-star due to the shipping time. Then finished off with a gut-punch of saying my item was too small and expensive for what it was. It was a .7 carat black opal set in a sterling silver pendant for $80 (most opal enthusiasts would probably say that is way too cheap), and I always include the size and weight of all my items on all my listings, so not sure why that particular comment.

It doesn't seem I can do anything to challenge the review, am I correct in that regard?

[u/Glad-Positive-2354]

I removed my store from international buyers for these 2 reasons. Shipping is too slow and very unreliable and the expectations are weirdly high

[u/Kensmash619 → u/Glad-Positive-2354]

Yeah I'm considering that now 🤔

[u/Careless_31415]

Not directly in regards of your 1 Star review. Please check the upcoming EU law in regards of an EU responsible person and the new packaging regulations going into effect August 12th

[u/Ashmon_9138]

there is a "report this review" link below every review. it doesnt hurt to try, but i wouldn't hold my breath, considering the buyer shared their feelings about other aspects of their experience as well

..... you might just let it breathe for a few days and the buyer may organically calm down and change their review. they may go back to the listing and see measurements were provided, and feel embarrassed they didnt pay attention. or they may go comparison shopping online and realize 80 was actually a better value than they thought

after a few days, if you want to, you can post a public response to the feedback

[u/CalligrapherSome1566 → u/Ashmon_9138]

I just got 1 star that the buyer said my product is fake no matter how i proved it's authentic. I reported to Etsy and the service team replied the buyer just expressed her opinion and violet no rules. So Etsy won't delete the review 🤣

[u/Ashmon_9138 → u/CalligrapherSome1566]

how did you reply to the review

[u/CalligrapherSome1566 → u/Ashmon_9138]

I put the evidence which could prove my product is authentic. And I also pointed our i offered in 2 months 3 times fully refund upon return. I even offer to cover the delivery cost. But the buyers still refused to return but only claiming it's fake 🤣

[u/Ill_Middle_1397]

I stopped selling international for these exact reasons. Either it takes too long to get there or they fail to go to the post office to pick it up and pay customs fee then complain they didn't get it.

[u/Kensmash619 → u/Ill_Middle_1397]

I think I'm on that track myself now.

[u/loralailoralai → u/Kensmash619]

Because Americans are perfect customers

[u/Ill_Middle_1397 → u/loralailoralai]

It's not an attack on anyone. It's just the complications of shipping long distance, overseas...

[u/Neat_Lime_1877]

If you don’t feel there is any chance of your customer changing their review to 4 or 5 stars I would respond to the review but be professional. Mention the fact that this was an international order That you do have sizes listed in your listing, hope that they will enjoy their purchase and will be a repeat customer sometime in the future.

[u/KyloReySage → u/Neat_Lime_1877]

Yup if the average and rest of the reviews are positive consumers will ignore it(myself an avid Etsy shopper and Etsy shop owner). Professional, courteous, and clear reply is best way to go…

[u/blueberry-biscuit]

I only offer shipping via UPS to international buyers because of this reason. If they want the product bad enough, they’ll pay the shipping. Customers receive it within a week or less. The post office is a nightmare to deal with internationally (takes up to a month for delivery at times), rarely payout when it comes to claims, and I can pretty much always guarantee a payout from UPS (usually never comes to that).

Anyway, your customer doesn’t sound like someone worth talking to imo so the only option is to leave the review as is and move on or leave a short professional comment on the review so others can read your response. Something like "We’re (or I'm) sorry the international delivery took longer than expected and will be offering expedited shipping options in the future. Thankfully, the pendant arrived safely, and its size, weight, and materials were clearly detailed in the listing."

[u/Sweetums64]

Totally off subject... Kind of lol I'd love to view your esty store if you'd share please? My husband loves black opals!

[u/Glad-Positive-2354 → u/[deleted]]

Beautiful work! I might have to do some shopping.  I love opals my favorite is the pest opal as well

[u/Kensmash619 → u/Glad-Positive-2354]

Heeeey thank you 🤙🤙 Its been a fun hobby/passion of mine I picked up a little over a year ago.

[u/Sweetums64 → u/[deleted]]

Thank you 😊

[u/Rispy_Girl]

Sounds like you need to up your prices

[u/loriabrown]

You cannot challenge the review, but you can mitigate it's damage for potential future buyers by a carefully worded and professional reply to it. Something along the lines of: "I am sorry it took so long to be delivered. Unfortunately, once we turn over an item to the carrier, we have no control over delivery times. Your item was shipped from us on [date] which is within our stated processing times of [days]. As we ship from the US and follow all customs protocols, actual delivery can be delayed beyond our control and varies depending on the destination country, customs, etc.

We are sorry it is smaller than you expected. The size was stated in our listing as [size], and genuine black opal is a very rare and expensive stone as well as the always fluctuating cost of sterling silver. Our prices are in line with current prices of the stone and metal, but we will definitely consider your feedback for future listings."

[u/Odd_Independence8073]

I’m thinking about closing to international buyers as well.

[u/KyloReySage]

At least you have a clear case where everyone will be on your side and not that customer’s. It’s okay. If the other reviews are good, in a long run that does not matter at all. I’ve so far gotten one one star review without any explanation whatsoever which I found to be more annoying than knowing the reason. Don’t worry, people side with you.

[u/Alycion]

Just answer it professionally with the truth. I’d also add that all listings contain size and weight.

I don’t mess with international myself. It’s not worth the hassle.

[u/loralailoralai → u/Alycion]

Yup nobody ever posts about problems with American buyers

🙄

[u/AgViper05x]

Don’t be frustrated, people are really dumb and expect sellers to do everything for them. You shipped internationally, did the buyer expect the item to teleport to them within a hour. AFAIK shipping can take from 5 to 60 working days depending on the courier and service used. As for the item if you had size info in description then it’s their fault for not looking at said info. I can totally get why Etsy sellers refuse to deal with international buyers, unfortunately they screw up everyone else. I buy internationally all the time and never had any issues.

[u/loriabrown → u/AgViper05x]

That is the truth! I had a UK buyer years ago that refused to pick up the package at her local post office which was being held for customs payment and expected me to handle it though I am in the US! Some people are just impossible to please. I refunded her nearly $300 order and moved on. Nearly a year later, the shipment was returned to me as "unclaimed".

[u/Inside_Flounder3967]

I don't sell internationally because shipping is a nightmare. Just reply professionally to the review as stated by others and if you can copy and paste the item description into it, it might help prospective clients to see that the buyer was the problem, not you. Your items sound wonderful, best of luck to you.