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The AuctionBytes Blog has been giving a voice to online merchants since its launch in 2005. Named one of the world's top 30 blogs in 2008 by "Blogging Heroes." Weigh in with your thoughts on the joys and pitfalls of selling online.

Thu Mar 24 2022 20:56:06

Etsy Gives Sellers More Leeway in Responding to Reviews

By: Ina Steiner

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Etsy sellers are buzzing about an unannounced change in how they can response to reviews left by shoppers. Currently, sellers can respond to reviews only if the buyer has left them 3 stars or less (out of a possible 5). But on Wednesday, sellers began noticing they were able to leave a response to reviews even for 4- and 5-star reviews.

We sent an inquiry to Etsy early Thursday morning and will update this post if and when we hear back.

Some sellers wondered if the change was part of a test, and not every seller was pleased about the new policy.

"Yes, I have it. I'm not sure how I feel about this. As a buyer, I want to leave a review and move on. If we respond to one (thanking someone)--then do we respond to all? It also seems that buyers looking through reviews will now have a lot to wade through. I'm just really unsure about it."

But a seller who alerted others to the change on a Reddit thread titled, "You can now publicly respond to all feedback instead of just 3 stars or lower" appeared pleased about the new functionality:

"Not sure when they added this feature but I'm not complaining. I'm glad that I now can respond to 4 star reviews that mention misinformation due to not reading the item descriptions. According to etsy, if you publicly respond to a 5 star review the customer can no longer come back and edit their review or lower the star rating. Also you can thank customers for leaving super nice reviews!"

Another seller on the Etsy boards said it could be risky. "And the fact still remains that no matter how Etsy views reviews, in a five star system, 3 is average, so is not a bad review. Sellers who respond to reviews will be taking a big chance of offending customers and getting even lower reviews the next time or from other buyers."

Here's the current help page on Etsy on "What to Do if You Receive a Negative Review." Let us know what you think!

Comments (6) | Permalink

Readers Comments

Etsy Gives Sellers More Leeway in Responding to Reviews

by: The End

Fri Mar 25 12:32:23 2022

As long as we can still block the nut cakes......

Etsy Gives Sellers More Leeway in Responding to Reviews

by: quirkyantiques

Sat Mar 26 15:31:07 2022

@the end-you can't block anyone on Etsy.....all you can do is cancel their next purchases.

Etsy Gives Sellers More Leeway in Responding to Reviews

by: Snapped

Sun Mar 27 05:38:41 2022

We are sorry to be added to your apparent long list of disappointments. Thank you for your purchase.

We regret you overlooked the part of our full description provided you mentioned. We’re here for any other questions. Thank you for your purchase.

We apologize for being unable to compensate your second thoughts on the purchase price. Thank you for your purchase.

We agree that shipping service failures beyond our control are inconvenient to all. Thank you for your purchase.

We were saddened to learn that none of the eight color choices we offered were suitable, and how your attempt to dye it to taste ‘ruined’ the item, but are still unable to offer a return for refund as a result. Thank you for your purchase.

Ok, the last one’s a bit verbose, but you get the idea…

Etsy Gives Sellers More Leeway in Responding to Reviews

by: pennyemporium

Sun Mar 27 15:51:16 2022

and another clever poster devised a way to work the ''5-star'' review reply to a sellers' advange. consider all the posts on this thread:

https://community.etsy.com/t5/Managing-Your-Shop/Public
-Responses-to-Reviews-When-did-this-happen/td-p/137919934

as Etsy punishes sellers in the StarSellerProgram for any reviews LESS than 5 stars, perhaps using the review response to ''encourage'' 5-star reviews is an advantage?

''Etsy already has a facility that allows me to reward certain buyers over others, by sending discount coupons. I can pick and choose who receives them. So it doesn't have to be unilateral.

I could simply say THANK YOU to anyone who left a review, but add to the 5 star reviews ''please enjoy using your discount on future transactions'' ''

Etsy Gives Sellers More Leeway in Responding to Reviews

by: all in the family

Mon Mar 28 12:00:37 2022

Thank you @snapped, for the list of great responses! Couldn't have said it better. I would only add:

Thank you for considering our shop! Next time, please note that there is also a description of the item for your consideration. Measurements are always given and I would suggest you use a ruler next time before making the purchase.

Yes, verbose but satisfying!

Etsy Gives Sellers More Leeway in Responding to Reviews

by: Stone Cutter

Mon Mar 28 16:32:30 2022

Having an 80% review rate that is nothing but 5-stars, I think I'll do what I've always done...I'll saying nothing. I don't do discounts on sales and I don't give discount coupons.... and I'd like to keep it that way.

This new review program is great for sellers who need to explain "their" side of the story when given a bad review. There is no way I will respond to every review, period....I think that's nothing but over kill.

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