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Story by
CustomerCare
Published on November 7, 2007 in How-To |
Photo by Anda |
We live in a world where not everything is perfect. Sometimes things just don't work out the way we wanted and words are hastily spoken. These not-so-perfect moments sometimes end in not-so-great feedback. However, mistakes happen, but things can be fixed. (At least on Etsy!)
Negative and neutral feedback for a transaction doesn't have to be written in stone. Instead, when a buyer and a seller settle their issues with one another, feedback can be changed to reflect the new good vibes. In this instance, we have the Kiss and Make Up feature.
To start the process, first go to your feedback page and find the negative or neutral feedback. There will be a red link underneath for Kiss and Make Up. When you click on this link you will be taken to a form where you can enter new, positive feedback for the other user. A Kiss and Make Up proposal will be sent to the other user via Conversations and they can agree to leave positive feedback as well.
For serious feedback disputes, such as unwarranted or retaliatory feedback, please email abuse@etsy.com and we will gladly help you out.
xoxo
Etsy Customer Care
| Tags | abuse, CustomerCare, CustomerCare Tips, feedback, HOW-TO, kiss and make up, Seller Handbook, selling, tips, Your Shop 101 |
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19 comments Login to add your own!
andreapratt
I must say that when I visited a shop I like where there was a bit of a negative-feedback war going on I was pleased as all get-out to see they'd smoothed it out. All it takes is a little give-and-take!
blossomnbird
Yes that is a great feature BUT it's a shame that negative feedback IS set in stone when a problem is registered with admin....
Example: New seller, new buyer; Buyer made an error in checkout; No payment recieved; seller did not converse through etsy with the buyer; the buyer had no idea there was a problem; a complaint was registered with admin; unchangeable feedback was left...Once the buyer became aware of the problem it was fixed straight away; seller tried to change feedback but could not!!
This happened to me and as a buyer i would have been totally turned off etsy except that i am running a store. Hoping there is a way we can rectify these, and similar situations : )
emilybidwell
Blossomnbird
Each case is evaluated individually. We do remove feedback in extreme cases or when a mistake is made. You can use the Kiss and Make up feature to remove it, but if that does not work, please email abuse@etsy.com.
CynContemporary
Thank you so much, this is a big help for me this moment.
MonasMane
Aww, how sweet. I really hope I don't get anything but positive though.
bswampler
I am SO glad we can take back our mistakes or misunderstandings!
mariaburgos
Well, I did try to use this feauture, but so far no answer. I won't make a big deal, I did my best.
newsong64
I meant to give "fabricsupplies" a POSITIVE feedback on Alexander Cinzia in berry fabric instead of neutral.
tropicalcottage
I had a customer who purchased from but the payment wasn't showing up on my paypal. I fianaly realized she hadn't clicked on that last "pay with Paypal " so it wasn't finalized. I tried to tell her in my covo what she needed to do. A day went by with no response so I contacted Etsy . They wrote back that yes indeed that was the problem so I sent the link for that letter from Etsy to the customer and she went a head and finished the process and it was fine . I was so glad I had that back up from Etsy because I was so afraid the customer might think I was wrong or being dishonest. You guys have really thought of everything and I so appraciate it!
I came to Etsy because of problems with disreprutable
store owners I was dealing with out there .
signsofmylife
i really do not know if this is the "complaint department" however, i FEEL i go above and beyond customer service and i sometimes do not get "any" feedback from customers - even when i send an email/conversation to see if all is well...is there something else i should do?
i have also made purchases from other etsy sellers and feel they did not deliver as i had hoped - do i take it personal and leave neutral or negative feedback?
ie: one etsy seller could not do something SO simple as let the person i was purchasing a gift for include a SIMPLE note to let them know it was a gift from me when i asked them to...??? what to do?
grovelanestudio
This is a great feature and I'm glad to know about before the fact. When I was first a buyer I had an old computer that a couple of times shut down in the middle of my pay pal transactions. Fortunately emails with links were sent after the purchase and I was able to get back in and resume what I was doing, but was very afraid of that feedback thing. Good to know there is a remedy if needed.
marjig213
Please remove my negative feedback from portebello
as it was a huge misunderstanding. She worked with me to get things squared away.
Laster92
could you please remove my negative feedback from strawberryanarchy. thanks so much, i accidently gave her a negative, when i meant to give her a positive feedback, thanks so much :)



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