I know how you feel, Ladies. Before you react, let's think about this. First, let's all take a deep breath and recognize that a three or four star rating is not, in fact, a negative review. Without specific guidelines, each individual approaches reviews differently.
Some people are super generous and automatically rate five stars, unless there is a glaring offense. And some people consider all purchases average, unless you go above and beyond, like wrapping in designer paper and including a free gift. Performance reviews in the working world are like this too. All that really matters is the recognition for things you have done well and the suggestions for ways you can improve.
What is the point of a review anyway? Is it to show other potential customers what a good seller you are? Kind of. But primarily, it is a tool to help you improve.
I know there are unfair or unkind reviews. For example, a negative review from a buyer because the item did not fit. We all know that is on her, unless you provided inaccurate measurements. Or a buyer who expected overnight shipping and was angry that it took 2-3 days to arrive. We are not Amazon prime!
But, by design, reviews are supposed to be a feedback tool. How can you as a seller improve? Were there imperfections not noted in your listing? Was the lighting misleading and that blue dress is actually white? Did your packaging fail to protect a fragile item?
You need to know these things so you can take them into consideration when preparing future listings!
And if you handle the feedback graciously, you may even win over a repeat customer.
What do you do when you get a review that is shy of stellar? Please don't tell me that you coerce (bully) your buyer into a better review. If her review was fair, and provided useful feedback, then you have no right to tell her that her review is ruining your perfect record. That just tells her that you care more about your image than you do about your customers.
If you get an average review, make sure you thank your buyer for her purchase. Just like you would a five star review.
What if you get a bad review with no specific feedback? You can phrase it however you want, but I suggest something along the lines of, "Thank you for your purchase and for taking the time to rate it. I am sorry you were not completely satisfied. I am always trying to improve and would be grateful for any feedback you can give me."
And if you get negative feedback that is justified, maybe the condition of the item was poor and it was not noted or obvious in the photos. I suggest you try to make it right with your buyer. Give her options. Remind her that Poshmark will facilitate a return for items misrepresented. And if she wants to keep it anyway, offer her a great discount on her next purchase. Share her closet. Something. Just let her know that her satisfaction is important to you.
Welcome the feedback embrace the feedback. Improve from the feedback.
And because we are buyers too, be thoughtful in your own ratings and feedback. Give specific and constructive advice on how your purchase could have been better. Your seller will appreciate that.
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