Reviews, and the one answer you get

A buyer who dealt with you can leave a review, and a buyer we can confirm dealt with you is marked a verified buyer. The review is their words; we do not edit them and we do not remove one for being unflattering.

You get one public answer under each review. It is written once and prints beneath the words it answers, so write it as you would speak at the counter: thank them, and if something went wrong, say what you will do about it and how to reach you.

A calm answer to a hard review does more for the next buyer than a good review does. The next buyer is reading both.