How to Delete a Review on Etsy: A 3 steps guide for Sellers

In an online world, reviews play an important role in building trust in customers. If you’ve been selling on Etsy for a while, you know how crucial reviews can be. No need to argue about the benefits of a positive review, but what if you receive a negative review?

So, how do you delete a review on Etsy? Things seem to get a little more complicated. But don’t worry, because in 10 more minutes, after reading this blog, you will totally know how to delete a review on Etsy. Let’s get rid of those unfair one-star ratings!

Why should you delete a review?

Although not all kinds of negative reviews need to be deleted, sometimes, leaving constructive criticism and letting your customers see how your store copes with it can give your store a positive impression. Not gonna say, those reviews are precious to improve your Etsy shop’s products and services.

But in the real selling world, the happy scenario doesn’t happen all the time. You must take action with the review that crosses the line.

Here are some common content of the reviews that make up the strong reason for you to delete them on Etsy:

👎 Inaccurate or misleading information

Imagine this: you sell a beautiful handmade necklace, but the buyer leaves a review complaining that it is a fake item! The smart buyer might be aware of the situation, but overall, a low star review can significantly damage your store product ranking. You should not let it slide!

👎 Inappropriate or offensive content

Rude language, or inappropriate content, though it does not start from your side, still can trigger the visitors and create a bad impact on your Etsy business. Etsy also takes this seriously, and reviews that include offensive language or slanderous remarks may qualify for removal.

👎 Violation of Etsy’s review policies

Policy is important for any marketplace to manage the participants’ actions. Etsy also has clear guidelines about what’s allowed in a review. If you see a review that includes personal attacks, or threats or was written to drag your store down such as “Give me a refund, or I’ll leave a bad review”), you can report it for Etsy to eliminate.

So, before you decide to delete a review, ask yourself: Is this feedback legitimate, or does it violate Etsy’s policies? Let’s dig into how you can make that decision and take action.

How to Delete a Review on Etsy: 3 steps

Alright, it’s time for the crucial part: how to delete a review on Etsy? Here’s the thing: you, as the seller, can’t directly delete a review yourself! How frustrating it is! But Etsy cannot let sellers freely delete any bad review, that helps the judgment be most concise and fair. However, Etsy allows sellers to report reviews that violate its policies, here is how to report a review on Etsy:

1. Head to the review section:

• • Go to Etsy.com and click on Sign in on the top right of the screen to log in to your Etsy account.

 

• • Once you are in, tap on the Store icon to go to your Shop Manager tab and click on your Shop Name tab.
  • Tap on your shop’s star rating to navigate the Review pages.

Otherwise, click on the Star rating on your store page.

 

2. Locate and report the review:

• • Locate the review position:

Browsing through the review section and looking for the one you want to report.

• • Click report:

Under each review, there is a small text saying “Report this review”. Click on it to start the reporting process.

 

3. Give report reason:

After tapping on that text, a pop-up will show up, requiring you to choose the reason for reporting. Choose wisely, because this is what Etsy will base on to examine whether the review violates the policy and should be taken down. If possible, be as clear and specific! The more details you give Etsy, the easier it is for them to know exactly why the review violates their policies.

When finished giving the reasons, tap on the Report this review button.

 

4. More information to know: After reporting a review.

Once you submit the report form, there is nothing more for you to do, but you might be rushed to know what happen after and when that negative review will be removed. Here are 3 things you need to keep in mind:

• • There is nothing more you can do: Yes, we know that you want to delete the review instantly, but you need to patiently wait, and only it. Even if you try to report a review multiple times, it doesn’t matter.
  • Etsy’s team will examine the review: They will look into the review content, the reasons you reported, and the platform’s policies. Finally, Etsy’s team will determine whether it violates the policies.
  • The appropriate action will be taken after reviewing: Etsy will delete the reviews if they detect the issues. Otherwise, no action will be taken if Etsy’s investigation reveals that a review is in compliance with the policies.

Just remember, reporting a review doesn’t guarantee it’ll be deleted. Etsy is pretty strict about what qualifies for removal. So, let’s find out in the next part which scenarios Etsy will accept to remove a review.

When will Etsy remove a review?

The sad news for Etsy sellers is that not all bad reviews can be easily deleted. But if a review meets certain criteria, Etsy may take action. So, in which cases Etsy team will delete a review? Here are the situations where Etsy typically steps in:

 

⛔ The review contains harassment or hate speech

You can be sure that if the review uses offensive language or personal attacks, or if the review includes a form of hate speech, Etsy will likely take it down. Etsy does not condone harassment and discriminatory language; you should most definitely report such reviews.

⛔ It is factually incorrect or misleading

If a buyer leaves a review that is a flat-out lie, like they say you never shipped it when the tracking says it arrived, Etsy will remove it. The propagation of misleading information can be grossly damaging to your business, and that is just a huge no-no.

⛔ It is extortion

Yep, some buyers do try to bully sellers into refunds or free merchandise by threatening to leave a bad review. This is what’s been called “review extortion,” and Etsy doesn’t take it lightly. So, if a buyer does leave a bad review after having tried to pressure you into giving them something for free, report them. For more information, you can take a look at Etsy’s policy about Review extortion.

In any of those cases, you’re on pretty solid ground for having that review removed. But what about in those cases where Etsy won’t remove that review?

When will Etsy be unable to remove a review?

Etsy can’t take any actions upon a review if that review complies with its policies, no matter if that review does not align with the buyer’s opinion.

❎ The review is honest but negative

Sometimes, the truth can be hurt. If a buyer leaves a review that’s negative but factual, Etsy won’t remove it. Maybe the buyer didn’t like the color of the product, or they had a bad customer service experience. As long as it doesn’t violate Etsy’s policies, negative reviews are here to stay. That’s just part of running a business, but don’t worry—we’ll talk about how to handle this later.

❎ The review is based on a buyer’s opinion

Just because you don’t agree with a buyer’s opinion doesn’t mean the review should be deleted. Etsy values buyer feedback, and opinions (whether positive or negative) are part of the review system. If a buyer says, “I thought this mug was too small,” but the description clearly stated the size, you’re still probably stuck with that review.

❎ The review does not violate Etsy’s policies

Look back at the above section about When will Etsy remove a review and determine if the review meets one of those listed characteristics. If the review doesn’t contain hate speech, false information, or harassment, Etsy is less likely to intervene. It might be frustrating. However, it’s part of the transparency that helps build trust between sellers and buyers. Overall, it makes Etsy not become a biased platform.

How to respond publicly to a review on Etsy?

You know that not all the cases a review can be removed on Etsy, but it might not be the end. As a seller, you take care of every Etsy visit, so don’t waste it by leaving a bad impression showing your bad attitude towards a bad review. Instead, letting your customers know that you actually care about all the feedback and aren’t trying to avoid any problems is a great way to treat potential customers.

>>> You might interested: How to Get More Views on Etsy and Actually Make Sales?

How to respond publicly to a review?

• • Go to the review page
  • Find the review
  • Click on Post a public response.
  • Write a respond
  • Click on the button to post the reply.

Here are a few tips to consider when responding publicly to a negative review:

• • Keep calm and professional: 

Everyone might have different reactions when reading a bad review. But surely, using anger to deal with it only complicates things. Starting with a thank you word is a good tactic, it is short, simple, yet effective.

• • Apologize, if necessary:

Sometimes, it isn’t your fault, but a simple, “I’m sorry to hear that the product didn’t meet your expectations” goes a long way in diffusing a situation and shows that you care about customer satisfaction.

• • Provide a solution: 

If there’s something you can do to fix the issue – like offering a refund, a replacement, or a discount – mention it in your response. Potential buyers who see that you’re willing to make things right will be more likely to trust your shop.

These responses also help to educate future customers about your attitude towards criticism. So, if you can’t have the negative reviews removed, use this as an opportunity to display your top-shelf customer service skills.

Important note: You can only respond to a review once; you can’t edit it afterward, so choose your words carefully.

 

How to respond privately to a review on Etsy?

Sometimes, it’s best to handle things behind the scenes. Etsy allows sellers to send private messages to buyers, and this is where you can try to resolve the issue without broadcasting it to the world.

How to respond privately to a review?

• • Go to Shop Manager by clicking on the Store icon on the top right
  • Click on your Shop name tab
  • Click on the rating section
  • Find the review.
  • Click on Contact buyer
  • Write a message
  • Click on the Send button.

Here are some tips:

• • Send a kind message: 

Reach out to the buyer in a friendly way and ask if there’s anything you can do to resolve the issue. Be polite, professional, and understanding.

• • Provide a solution: 

Whether it is giving a refund or providing a replacement, make sure the solution will please the buyer. Sometimes, a little extra effort is all it takes to change an oft-nasty review into a positive experience.

• • Ask for an update: 

If the buyer seems satisfied with your solution, you can politely ask them to update their review to reflect the resolution. Etsy forbids any request by sellers for good reviews. Sometimes, however, if the buyer has had their issue resolved, they may want to leave a more favorable one.

How to delete a review on Etsy: The bottom line

No matter how dedicated you are while running your Etsy shop, it is inevitable to meet some bad thoughts. It is not easy to delight everyone, especially when Etsy has such a large base of customers. After learning the whole process of how to delete a review on Etsy, we know that it is not that tricky. Just follow the steps you learned in this article, and you are good to go!

For more useful tips and tricks to run your Etsy store effectively, don’t forget to keep up to date with the newest blogs on Masstic!

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