TYPE 2: "We ORDERED SOMETHING AND GOT SOMETHING ELSE"
This is when you (the seller) smudged. You shipped the incorrect item or the size that is wrong. Perhaps, the product got damaged regarding the transportation. The item got delivered late.
Slip-ups like these sometimes happens when you are offering online and there is nothing incorrect inside it. What's wrong is not responsibility that is taking of mistakes and not responding to such reviews and addressing the problem, which frustrates the customer much more.
How to respond:
Admit it. You realize it is you who smudged, so very own as much as your error and apologise. Sometimes, also a easy apology does the majority of the reputation repair work.
Never shift the blame on to other people (the shipping business or the inclement weather) regardless if technically it had beenn't your fault. This will cause you to look a lot more irresponsible and will hurt your company accountability and integrity.
Emphasise that this is simply not usual. Your prospects must be reading those not-so-good reviews. So, do allow customer that is concerned potential prospects understand in your response that this is simply not exactly how things generally work with your organization.
Give you a fix that is quick. Address the matter quickly and gives a favourable means to fix allow consumer understand that you worry.
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