Customer rated 1 star for no copy, even though listing says this. What should I do?

[novaclawbite]

I just received a pretty hard hitting review, but unfortunately I don't know exactly how to respond in this situation. For background: Most of my home furniture products are transfer only, and the listing does show this on the right hand side of the listing.

However, the review I just received showed a lot of hostility over how I choose to sell my products, even though my listing tells you it is no copy, no modify.

How should I handle the situation? Refund? Apologies? Or is this not a good review? I'm not sure if I'm in the right here.

Thank you for any help.

 

[Whirly Fizzle]

Flag the review.  If LL feel the review is unfair they will remove it.
I personally feel it's an unfair review - the item is no copy & correctly shows it's no copy so a bad review because the item is no copy is unfair imo.

I would add to the item details that the item is no copy though, just to make it more clear.

Edited May 25, 2017 by Whirly Fizzle

[Dakota Linden]

Hi Novaclawbite!

I am sorry to hear that you received a negative comment on your item. 

As Whirly says, please flag the review for being Off-Subject and it will be removed from your product listing.

[novaclawbite]

Alrighty, done. Thank you both for your take on the review. I'll put a bullet point in each of my ads that even more clearly state the permissions.

[Alwin Alcott]

1 hour ago, novaclawbite said:

Alrighty, done. Thank you both for your take on the review. I'll put a bullet point in each of my ads that even more clearly state the permissions.

i agree the review is unreasonable, but you also could try think from the position of the customer... who would buy just one of those items?...

I seriously think you miss sales by the current settings.

[ChinRey]

There's no doubt that the item is marked as no copy and the review was unfair.

But that being said, the phrase "you can place these around your home" can easily be misunderstood and you probably want to rephrase that to avoid simialr problems in the future.

Also, it's up to you to decide your price level of course but with a price as high as 50 Lindens it's likely many will take it for granted it's copy/modify and forget to check before they buy.

[Alwin Alcott]

7 minutes ago, ChinRey said:

 "you can place these around your home"

ánd : "Features  .... to set permissions ."

Is also easy to misunderstand.

[Polenth Yue]

It's probably my author background showing, but I leave negative reviews alone. Reviewers get to have their opinions, even if it's really bizarre and off-topic. I had someone assume one of my decorative mushrooms was a chair once (it was pointy, so it'd be the worst chair ever). Technically, the review could have been reported because it clearly wasn't a chair listing, but it means other people aren't going to make the same mistake. It's also not going to stop someone who wants a decorative mushroom.

Anyway, I can see why someone might take the statement of placing them around the home to mean it's either copy or there's more than one in the box. It's also a weird item to have as no mod / no copy. It'd be nice if customers read listings carefully, but most won't, so it's a mistake that's going to happen to you again.

[Pamela Galli]

I have the vague idea that reviews affect search rank, not sure how. 

[Chic Aeon]

15 minutes ago, Pamela Galli said:

I have the vague idea that reviews affect search rank, not sure how. 

Another similar thread said that they USED to affect search results but no longer do. Not sure if that is correct or not.  They can of course influence buyers when they FIND your item :D.   Then again I often read the reviews and judge somewhat by the apparent intelligence level of the reviewer -- and how "true" the review seems. We can only guess of course. Mostly I want to see something up close and personal before I buy it. 

[ChinRey]

24 minutes ago, Chic Aeon said:

Another similar thread said that they USED to affect search results but no longer do.

If it's my post you're referring to I should perhaps made myself a bit clearer. Customer ratings used to be a major factor for search ranking. They aren't anymore but that doesn't neccessarily mean they don't have any effect at all. I don't know if they do, sorry.

[So Whimsy]

Out of curiosity, what upside is there to selling items transfer only? Second Life is notorious about eating no copy objects and outside of gacha's, people prefer copy ones. Hence my question. From a consumer POV I am staying away from transfer only objects and rather pay a little more for copy versions. I'm wondering just how many sales you miss out on due to your choice in permissions.

[Chase01]

I agree with the suggestions to report it. In this case, it looked as though the buyer made a mistake. With that being said, I also agree with @Alwin Alcott and @ChinRey. The wording in the ad itself could be a little misleading. I'd contact the buyer directly—apologize for any confusion and offer them a refund with return, or provide them a copy version. 

You are of course entitled to sell your product the way you sit fit, but I agree with the customer regarding the permissions. I paid something like 150-200L for the one I own that is more detailed and its copy-mod. I can see some limited uses for owning just one, but personally I'd rather have the option to modify and copy. If a buyer is shopping around, I could see your product helping to sell your competitors product to an extent.

[novaclawbite]

I'm going to change the permissions as soon as I have access to an actual PC. Sudden family issues has left me stuck on mobile at the moment but I do appreciate all the advice.

[Dakota Linden]

On 5/28/2017 at 9:24 PM, Chase01 said:

I agree with the suggestions to report it. In this case, it looked as though the buyer made a mistake. With that being said, I also agree with @Alwin Alcott and @ChinRey. The wording in the ad itself could be a little misleading. I'd contact the buyer directly—apologize for any confusion and offer them a refund with return, or provide them a copy version. 

You are of course entitled to sell your product the way you sit fit, but I agree with the customer regarding the permissions. I paid something like 150-200L for the one I own that is more detailed and its copy-mod. I can see some limited uses for owning just one, but personally I'd rather have the option to modify and copy. If a buyer is shopping around, I could see your product helping to sell your competitors product to an extent.

Hi Chase!

In many cases, setting the permissions to be No Copy / Transfer Enabled is a port from the physical world.  When you buy a physical couch for your house, you cannot clone/copy the couch so that you have more than one.  If you want more than one, you have to buy more than one.

Obviously, Second Life content is not the same as physical content, but the same concept applies.  You buy one item, you get one item. 

There are some creators/sellers who choose to offer their items in multiple permission versions.  This allows the buyers to choose which permission version of the item they would like to buy.  In many of those cases, the seller offers the copy version for a higher price than the no copy version.

And yes, a merchant may sell both versions on the Marketplace and the items would not be considered Item Spam, as long as the permissions on the item are different on each listing.  

[Chase01]

6 hours ago, Dakota Linden said:

Hi Chase!

In many cases, setting the permissions to be No Copy / Transfer Enabled is a port from the physical world.  When you buy a physical couch for your house, you cannot clone/copy the couch so that you have more than one.  If you want more than one, you have to buy more than one.

Obviously, Second Life content is not the same as physical content, but the same concept applies.  You buy one item, you get one item. 

There are some creators/sellers who choose to offer their items in multiple permission versions.  This allows the buyers to choose which permission version of the item they would like to buy.  In many of those cases, the seller offers the copy version for a higher price than the no copy version.

And yes, a merchant may sell both versions on the Marketplace and the items would not be considered Item Spam, as long as the permissions on the item are different on each listing.  

I'm fine with having the option from the seller for both. Options are good.

Like I said, there is some limited uses for having just a single copy of something at a lower cost but it also begins to become a pain to manage copy and no copy versions of listings and so on. Most of the bigger H&G brands offer copy versions exclusively which is a great perk.