Should I ask why?


#1

A buyer left me a 3.7 star review this morning. Normally, anything less than 5 stars, I’ll send a message letting them know I’m happy to help if they have any questions (sometimes people have trouble seeing my changes, don’t know the difference between the two files I send them, etc.).

No, I do not beg for them to change the review, or offer “extras” trying to bribe them to do so – I never even mention the review, I just offer further assistance.

But this buyer left both a 3.7-star review and a tip? They also rated “buy again or recommend” as 5 stars. 99% of the time, communication is always marked 5 stars for me…I’m just so confused!


#2

You have to be very crafty and neutral in your question to your buyer as to the reason behind the rating.

Something in the lines of:
“I strive for having my buyers be completely satisfied with my service. As you review is quite important for my business, may I ask where I might have lacked in my service?”

Do not solicit for review, hope you get the gist…

Good Luck. :thumbsup:


#3

I think you should ask just to make sure it wasn’t a mistake


#4

I made sure to clarify in my original post, I never even mention how many stars they left (or ask them to change it). I say something along those lines when needed :slight_smile:

I just feel like this might have been a mistake. Who gives a service 3 stars, and then leaves a tip and says they’ll buy it again?


#5

Could it be the problem that’s been mentioned before when there’s an error when buyers try to leave 5 stars on the app, but it’s wrongly done and shows up as fewer?


#6

That’s what I was thinking, can CS handle that or will I have to ask the buyer? I would hate to bother them after they left a tip and everything.


#7

It could be a bug.

What about my client who purchased the same spell a second time since it worked the first time but left only 4.7, with 4 stars on “would you guy it again”? And it wasn’t a bug.


#8

Have you thanked them for the tip? If you haven’t, you could do that, and then ask about the feedback etc. after that?


#9

That’s why I probably won’t mention it, could be intentional :slight_smile: I think I’ll just let it slide. No big deal, it just threw me off this morning!


#10

I think, YOu should cordially ask your buyer


#11

I would write and ask politely what I could improve next time, just so I could know how to better my service.

PS. If not a bug you might never know what is the reason behind the rating.


#12

I had this exact thing happen too me last week. She was a returning customer and suddenly left me a 4-star review. Leaving 3 stars at the “recommend” part but then in her review wrote “definitely recommend!” Haha so I was so confused. I think as long as you are very delicate in the way you message the client, it should be fine to message.

As a seller, If I am given a bad review I would want to message the client to make sure I can fix whatever problem is occurring to make sure it doesn’t happen again.

Did you get it resolved? :slight_smile:
I’d like to hear an update!! :yellow_heart:

Edit: I ALWAYS find typos when using the Forum through the Fiverr app! :tired_face:


#13

It might be mistake, most of the buyers are on mobile and it is very easy to click wrong rating.

Try to contact them, I’m pretty sure it was a mistake.


#14

Yup.


#15

It could be several reasons, like mood at the time, or a change of heart best to ask the buyer only they know why they would have a change of heart