Discussion - better way to rectify feedback than Kiss and Make Up?
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Original Post
Inspired by a previous thread, I wanted to give this topic a chance to breathe a little bit. This is not Etsy saying "Yeah! This needs to change!", but simply an effort to keep a topic of discussion from being closed out completely.
So, the thread title offers the question I'm posing to you: Is there a better way to rectify feedback between buyer and seller than Kiss and Make Up? If so, what do you see as the better way?
Posted at 5:27am Mar 10, 2008 EDT
Responses
I think kiss and make up is good but it may sometimes be difficult to contact buyers.
Posted at 5:30am Mar 10, 2008 EDT
I didn't se the other thread, sorry.
But, I think that at least having a "reply" too neg/neutral feedback option would be swell.
For instance, if the buyer says:
"Took too long to ship"... that could be bad... but if the seller took two weeks to ship, because the buyer didn't pay for a week and a half or respond to convos, that would be a great way to "explain" the neg feedback.
Posted at 5:31am Mar 10, 2008 EDT
I think that the current system of kiss and make up is pretty good. Sometimes negative feedback is not necessarily based on something the seller or buyer did wrong on purpose. It could be because of cultural differences, language barriers, a poor mail system in certain countries, or just plain bad luck. When the seller has had a chance to explain their side, they can rectify bad feedback. In my case for example, in Argentina, I sometimes purchase yarn that has been sold to me as "Shetland Wool" from a neighborhood supplier. In a country with an economic crisis every other day, certain sales practices are just accepted. Later when I tried to felt the item it wouldnt do it. I discovered by chance that what was sold to me as "sheeps wool" is who knows what. (Pure wool felts very easily and quickly). Fortunately the items I had listed as wool had not sold yet. However, if they had sold, I would have unintentionally misrepresented my product.
Posted at 5:37am Mar 10, 2008 EDT
Etsy gives opportunities to so many people internationally to express themselves, create. Many of us have no formal training in understanding the actual materials we are using. We learn as we go. However of course the negative feedback we may receive is a good way to learn from our mistakes and improve our shops and customer service. The kiss and make up feature is a part of that process.
Posted at 5:39am Mar 10, 2008 EDT
I think that having the ability to respond to neg/neutral feedback would be good.
Posted at 5:54am Mar 10, 2008 EDT
A questionaire as to why this person (buyer) is leaving neutral/negative feedback followed by a mandatory message to the seller that must be placed before feedback is left.
The questionaire can be on a scale ranging from 1-5.
1 being dissapointed, 3 being neutral, and 5 being astonished, or vice versa.
The questions can range from how certain aspects were represented. Color, quality, materials, dimensions etc, and if they were represented accurately.
A small little box similar to the 'Message to Seller' box during check out for additional commentary should be used.
Then all the information will be gathered and sent to the seller along with the option to Kiss and Make Up.
Just kidding.
I like the Kiss and Make Up feature as is.
Not that i've personally had to use it!
;-)
*WINK WINK*
*NUDGE NUDGE*
Posted at 5:56am Mar 10, 2008 EDT
I think the current kiss and make up system is pretty good - although perhaps it could be expanded, maybe split into 3 different sections: Product, Communication, Timing (when you're buying), and maybe just Communication and Timing when you're selling.
It would give a better representation of exactly what the buyer has an issue with... slow postage is not always the fault of the seller - indeed could be due to slow payment. Obviously an opportunity to respond to negative or neutral feedback would be great - just a text box for a sentence such as 'buyer paid by e-cheque which took 10 days to clear, item posted following day (proof of postage obtained), took several weeks to reach seller through postal system'
Posted at 6:00am Mar 10, 2008 EDT