Managing Negative Reviews

If sellers receive a negative review, sellers are highly advised to contact the customer and address any concerns that they may have expressed.Strive to find a resolution that meets buyer satisfaction. Once reaching an agreement on solution, sellers could encourage customers to consider updating their rating and reviews with Edit Review Capability from TikTok Shop.What it looks like from customers' and sellers' perspective regarding Edit Review Capability:Start a Chat with Customers

• Access the Product Rating menu from Seller Center
• Use the star filter provided to find the negative review and order details
• Click on the [Order ID] and it will redirect you to manage order page where you can find the [Customer Information] and start a chat with the buyer.

Or, Under the Product Rating menu, sellers can also leave a reply for rating & review submitted by customers. Sellers can utilise this feature to address buyers' issues / problems related to the order. Important Notes: Seller can only reply once for each rating (does not matter if the review is edited or not edited), hence seller needs to strategically use this feature to accommodate communication with buyer.

Edit Review Capability Impact

The capability of editing a review by customers from TikTok Shop will impact the overall store rating. See the details below to find how this capability will impact store ratings and performance:

FAQ

1. What is a product star rating?

2. What should I do if I receive a Neutral or Negative rating?

• We recommend that sellers contact customers through the IM system to help customers resolve the issue
• We also recommend that sellers reply to customers within the product review itself to allow other buyers to see how the seller responded to the negative rating
• Once sellers resolve the issue, customers can edit their review once

3. Why are parts of some reviews in TikTok and Seller Center replaced with asterisks (*)?

If text or images in a review violate the rules (i.e. they contain uncivilized language, potentially violate personal privacy, etc.), the offending text will be replaced with * and the images won’t be displayed.

4. Why does the number of reviews sometimes decrease?

5. Can seller reply to a re-edited review?

Sellers can reply once to each customer's review whether it has been modified or not. Once the reply is submitted, it can not be modified or changed, even after the reviews are modified.

6. Can customers modify their reviews anytime?

No. Review modifications will only be allowed within 16 days from when an order is completed.

7. Will rating modification affect seller's negative review rate (NRR) / violation?

No. NRR calculation will be based on first rating instead of the modified one. Modifying rating will not affect the NRR enforcement decision. However, it does affect and reflect on the calculation of overall PDP rating.