We’re going to launch [Negative Reviews Performance] in Data Compass to help you check your shop’s recent performance and violations, get timely alerts and analyze the products and reasons behind negative reviews, so that targeted measures can be taken.

1. How to leverage Negative Reviews Performance to improve shop performance?

🌟🌟Scenario 1: Check the sources of negative reviews and their trends

Check the number of negative reviews of the shop in the past 30 days, the percentage of the seller-related negative reviews, and the percentage of negative reviews caused by product issues and service issues.You can monitor whether your shop’s negative review rate is on an upward trend in the last 30 days and dive deeper into the causes.Click [View Violation Records] to view the detailed violation causes.

🌟🌟Scenario 2: Check which products are the main contributors of negative reviews

You can go to [Product Issue] to check which products have brought in the most negative reviews and the keywords from such reviews, based on which, you can take action to "Improve Product Quality", "Update Relevant Information", etc.

🌟🌟Scenario 3: Check the service issue-related reasons for negative reviews

You can go to [Service Issue] to see which service issues have led to negative reviews and take action accordingly.

2. Know more about [Negative Reviews Performance]

Shop Negative Reviews Performance

• Core Metric: Seller Related Negative Review Rate refers to the percentage of negative reviews due to the shop’s responsibility in the last 30 days, including product issues, service issues and other issues.
• Product Issue: The number and percentage of product-related negative reviews.
• Service Issue: The number and percentage of service-related negative reviews.
• Other Issue: The number and percentage of negative reviews that gave a low rating without comment.
• [Shop Negative Reviews Performance] shows the trends of seller-related negative review rate/number in the last 30 days.
• Click [View Violation Records] to jump to [Shop Health] to view specific violation details.

Product Issue Analysis

• You can check the number and percentage of negative reviews that different products contributed to. You can click on [View Violation Records] to view the details of the product's violation records, and click on [View Details] to jump to the product detail analysis page.
• Product related negative review rate
• Product related negative review number
• Once you've selected one single product to view details, the main reasons for negative reviews will be displayed, which may include:
• Qualification & Marking: Product information is wrong or incomplete which results in negative reviews. It is recommended to update product-related information.
• Personal Injury: It's recommended to ensure product safety.
• Low Product Quality: Products are not durable enough, have inaccurate sizes, have rotted, etc. which results in negative reviews. It’s recommended to improve product quality.
• Functionality Issue: Products can’t be opened, charged, etc. which results in negative reviews. It’s recommended to optimize product function.
• False Advertising: Misleading advertising leads to negative reviews. It is recommended to update the correct product information.
• Not As Described: The real product received is not as described. It is recommended to update the correct product information.
• Counterfeit & Piracy & Copycat & Infringement (IPR): It is recommended to take down the violating products.
• Compliance Risk: It is recommended to take down the violating products.
• Only products with more than 0 negative reviews are displayed.

Service Issue Analysis

• You can check the number and percentage of negative reviews that different service issues contributed to. You can click the button on the right to jump to the service optimization page. The main service issues include:
• Wrong Shipping: including empty packages, slow shipping, wrong delivery, wrong SKUs packed. It is recommended to review the fulfillment process.
• Refund Issue: Negative reviews result from refund issues. It is recommended to process refund requests.
• Illegal Marketing: False advertising leads to negative reviews. It is recommended to learn the rules of the platform well.
• Service Communicate: Lack of customer service response and poor customer service attitude lead to negative reviews. It is recommended to optimize the shop's customer service.

FAQ：

1. Why is the number of violations displayed on [Negative Reviews Performance] inconsistent with the number of violations in Shop Health?

[Negative Reviews Performance] only includes negative reviews due to the shop's responsibility. Shop Health shows all the negative reviews.