How To Reply → 1-Star Review Response

How to Respond to a 1-Star Review on Etsy

Without making it worse. Templates and examples for every scenario.

Your response to a 1-star review isn't really for the reviewer – it's for the hundreds of future customers who'll read it. A professional response shows you care and handle problems well.
Stop! Read this first: Once you respond publicly to a review, the buyer can NO LONGER edit or remove it—even if you resolve the issue. Always try private messaging first.

Before You Respond: The 3-Step Process

  1. Write two responses
    First, write the one you want to send – get it out of your system. Then close it and write the one you should send. The first one was never meant to be sent.
  2. Check if it violates Etsy's policy
    Reviews about shipping carriers (by name), Etsy itself, or third parties can be reported and removed. Check before responding.
  3. Message the buyer privately first
    Try to resolve the issue. If successful, they can edit their review within 100 days. Once you respond publicly, this option disappears.

Private Message Template

Send this before responding publicly. Many buyers will update their review if you resolve their issue.

Template – Private Message

Hi [Name],

I saw your review and I'm really sorry your experience wasn't what you hoped for. That's definitely not what I want for my customers.

I'd love the chance to make this right. [Describe what you can offer: replacement, refund, discount, etc.]

Would that work for you? I really appreciate you giving me the opportunity to fix this.

Don't ask them to change the review directly. Focus on resolving their issue. If they're happy with the resolution, you can mention: "If you feel differently about your experience now, you're able to update your review if you'd like – but no pressure at all."

The 4 Types of 1-Star Reviews

1. Shipping/Delivery Issues

The most common type. Package was late, lost, or damaged in transit.

Public Response Template

Thank you for your feedback. I'm truly sorry your package took longer than expected – I know how frustrating that is. The order was shipped on [date] and unfortunately experienced delays with the carrier that were outside my control. I always strive to get orders out quickly and provide accurate tracking. Please reach out if there's anything I can do to help!

2. "Not As Described" (When It Was)

The buyer didn't read the description or had different expectations.

Public Response Template

Thank you for taking the time to leave feedback. I'm sorry the item didn't meet your expectations. The [size/color/material] is noted in the listing description, but I understand it can be difficult to gauge from photos alone. I've reached out via message to see how I can help make this right. Customer satisfaction is really important to me!

Never say: "As clearly stated in the description..." – even if you're right, it sounds defensive and makes you look bad to future buyers.

3. Buyer Remorse / Unrealistic Expectations

They changed their mind or expected something you never promised.

Public Response Template

Thank you for your feedback. I'm sorry this item wasn't quite what you were looking for. I do my best to provide accurate descriptions and photos so customers know what to expect. I've reached out privately to see if there's a way I can help. I appreciate you taking the time to share your thoughts.

4. Legitimate Complaint (You Messed Up)

You made a mistake—wrong item, quality issue, slow shipping on your end.

Public Response Template

Thank you for your honest feedback, and I sincerely apologize for [the issue]. You're absolutely right, and I take full responsibility. I've reached out to you directly to make this right, and I've taken steps to ensure this doesn't happen again. I really appreciate your patience and the opportunity to improve.

Owning your mistakes builds trust. Future buyers reading this will see that you take responsibility and fix problems—that's actually reassuring.

What NOT to Say in Your Response

These phrases make you look defensive and hurt your shop more than the review itself:

When to Report Instead of Respond

You can report a review to Etsy if it:

Etsy won't remove reviews just because they're negative or unfair. But if it violates their policy, report it before responding—responding locks the review permanently.

Templates Are a Starting Point

Every review is different. We're building a tool that crafts responses tailored to your specific situation – want early access?

More Etsy Response Templates

→ Late Shipping Response Templates → Refund Message Templates