How To Get 5-Star Reviews As An Online Seller

Glowing reviews are one of the most valuable currencies you can use to purchase potential buyers’ trust. Not only do testimonials speak about the quality of your products, they also act as recommendations, often helping buyers on the fence to go through with their purchase. 

Moreover, the better your reviews, the more your chances of turning people into repeat buyers and getting a star seller rating on online marketplaces like Etsy and eBay! 

So, how do you make sure that you get good reviews as an online seller? Here are X ways! 

1. Anticipate (and answer) common customer queries 

No matter how detailed your product images are, people are bound to have some questions about your products. This could range from questions about how long it takes to make customized products to your returns and refunds policies. 

Sure, your customers could always contact you directly about any questions they might have, but most of them are probably not going to do that because it means putting in more effort and experiencing a purchasing delay. They will most likely search for similar products — especially if they are in a rush. 

So, to prevent losing out on customers because of the lack of details, it’s best to just answer any common queries that people might have. Here are some examples of FAQs that you might want to cover:

• Product details, including dimensions, weight, color(s), condition, and raw materials used
• Shipping details, such as costs, how long it takes for you to dispatch the products after an order is placed, and local and international shipping times
• Return policy (in case you accept returns) and details about refunds, such as how long it will take, where the payment will be credited, whether certain fees will be deducted, etc. 
• Customization details, such as what kinds of personalizations are available
• Whether you take rush orders and what kind of fee they will incur
• Info about what will be included with each purchase
• Any additional details that buyers might be looking for. For instance, if you sell kitchenware, you can add whether it’s microwave-safe or not

Giving all these details upfront will help customers make faster (and informed) choices about purchasing, reducing the number of unhappy buyers. 

2. Make sure your products, descriptions, and photos are high quality

To get a 5-star review from your buyers, your products need to exceed their expectations. And this begins with using high-quality, aesthetic product images and a personality-filled product description. Why? Because, people associate high-quality images with a high-quality product. 

So, put your best foot forward and shoot first-class images (and a short-form listing video) that highlights all of your product’s features from different angles. Go one step above and create a nice setting for your items to make it even more visually appealing. (Of course, it goes without saying that your products need to be excellent.)

When it comes to the product description, don’t hesitate to let your personality shine. Describe the product in detail and also include a bit about the value/ experience that buyers will get out of it. 

In short, your goal is to make people think that the products were stellar and were just as described/ shown.

3. Add a little oomph to the packaging

If you want to leave a long-lasting impression on your customers, you have to start right with how you package your products, because we all love items that tickle our visual senses in the best way and add some personality to our houses. Given the option to pick between a monochrome item and one that’s colorful, most people would pick the latter.

Take the above example of Pukka tea, for instance. The bright colors and uniqueness of the packaging really stand out, making it very pleasing to look at. This colorful package also makes for a great unboxing and using experience.

So, add a little oomph to your packaging and make sure it reflects your brand. You can even add tiny messages to your customers on the packaging thanking them for their purchase, talking about how much their sale means to you, and so on. 

Bottom line: Unique packaging sets you apart from your rivals, increases customer satisfaction, and enhances their overall experience. 

4. Include some thoughtful freebies

It’s always a delight when you get some freebies along with a purchase, right? Doesn’t matter if it’s just a thoughtful handwritten note (address to their first name) or a sticker pack. Just the fact that you, as the seller, took some extra time to let them know how much you appreciate them can go a long way!

We recommend adding a little freebie that will go along well with the product they purchase. For instance, if you sell handmade coffee mugs, you can include a little stirring spoon as a gift! You can also include printables, free calendars, or small samples of your products for them to try.

Another alternative is to include an almost free time for a dollar or less along with purchases that cross a certain threshold (like in the photo above). This is a great way to declutter your old stock or slightly damaged items (with full transparency, of course). 

5. Ship the items on (or before) time

Do you promise a certain delivery/ dispatch date to your customers? Make sure you stick to that promise! Not only will you earn your customers’ trust, you’ll also have them coming back for more, because everyone loves a fast delivery. 

In case something gets delayed with the shipping or manufacturing, send them a personalized email or message explaining the situation. You can also offer a discount for their next purchase to make up for the inconvenience. 

6. Offer excellent customer service

Good customer service is the cornerstone of any business, because mistakes happen, but what matters is whether you take accountability and fix it (and how quickly). In a nutshell, customer service is all about helping your customers.

Here are some things you need to do if you want to make sure your customer service is top-notch:

🎧 Let potential customers know where to contact you if they need any help with your order. Include your typical response times as well. 

🎧 Give email updates to your customers about their order. You can send an email with their full order summary along with the invoice, send them an update along with a tracking number when the product has been dispatched, and a confirmation email once the product is delivered. 

🎧 Respond to customer messages quickly (within 12-24 hours) as it lets them know that you care about their experience. (You can use an AI voice bot for this if you don’t have enough time.) Always be polite and friendly — even if they ask questions that you have already answered on your profile. 

🎧 If a customer gives you some feedback, take it seriously and incorporate it as much as possible.

🎧 Whenever someone leaves a negative review, respond to it publicly and let them know that you’re sorry and are willing to rectify the mistake. This leads to a better impression as it shows that you’re committed to ensuring quality. 

🎧 Offer post-purchase support to customers. This may include guides on how to use your products or recommendations for other products that would go along well with the ones they just purchased. 

🎧 In case of returns, explain your policy clearly and process the refund as soon as possible. Even if you don’t accept returns, mention that customers can still contact you in case of broken or missing items. 

7. Ask for a review!

That’s right. Asking customers directly for a review is very effective — especially if you mention how helpful it will be for your business and for other people to make informed purchase decisions. 

Send them a personalized email after delivery and entice them to leave a review. To make things as easy as possible, embed a “leave a review” button right within the email. You can also ask specific questions to help them formulate a review. These could be something like “what was your favorite feature about our product?” or “were you satisfied with the product quality?” 

Follow these 7 tips and you’ll get those 5-star reviews and more customers! Have any other unique hacks that have worked for you? We would love to hear them!

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