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That is where you (the seller) messed up. You shipped the wrong item or the incorrect size. Possibly, the item got damaged regarding the transit. The merchandise got delivered late.

Slip-ups like these can occur if you are attempting to sell online and you'll find nothing incorrect in it. What's incorrect is not taking duty of your errors and not answering such reviews and addressing the matter, which frustrates the customer more.

Just how to respond:

Acknowledge it. You realize it is you who messed up, so own up to your mistake and apologise. Often, also a simple apology does all the reputation repair work.
Never shift the fault on to others (the shipping company or the weather that is bad even when technically it had beenn't your fault. This may prompt you to look a lot more irresponsible and certainly will harm your business integrity and accountability.
Emphasise that this is simply not usual. Your leads needs to be reading those not-so-good reviews. So, do allow the concerned customer and potential prospects understand in your answer that this isn't just how things generally work with your online business.
Give you a fix that is quick. Address the issue promptly and provide a favourable way to allow consumer understand that you care.
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