TYPE 2: "I ORDERED ANYTHING AND GOT ANYTHING ELSE"
This is where you (the seller) smudged. You shipped the incorrect product or the size that is wrong. Perhaps, the item got damaged in the transportation. The item got delivered later.
Slip-ups like these sometimes happens whenever you are offering online and there is nothing wrong inside it. What is wrong isn't taking responsibility of one's errors and not responding to such reviews and handling the problem, which frustrates the client even more.
Just how to respond:
Acknowledge it. You realize it's you who messed up, so own up to your error and apologise. Sometimes, also a easy apology does a lot of the reputation repair work.
Don't move the fault on to others (the shipping company or the weather that is bad regardless if theoretically it had beenn't your fault. This will make you look a lot more irresponsible and will hurt your business accountability and integrity.
Emphasise that this is not usual. Your leads must be reading those reviews that are not-so-good. So, do allow customer that is concerned potential customers know in your reply that this is not exactly how things generally work in your online business.
Offer a fix that is quick. Address the problem immediately and gives a favourable means to fix allow consumer understand that you care.
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