Except for some unscrupulous buyers, customers’ bad reviews are a reminder to your store, telling you that there are problems in your store and that you need to make corrections. What should cross-border e-commerce sellers do with these bad reviews? Face up to the bad reviews, try to eliminate the adverse effects of the bad reviews as much as possible, and even create positive effects. According to the reasons for the bad reviews, you should communicate with the customers in time.
1. Give a bad review, the buyer doubts your product
If the customer is dissatisfied due to product quality reasons, you should communicate with the customer in time to let the customer know that the bad review is a fatal blow to a novice seller, so that the buyer will have pity.
For example, the seller Xiao A received a bad review from the customer yesterday. The reason is very simple, because the buyer feels that the skirt she bought is not as good as the one worn by the model in the picture. When encountering such a customer, Xiao A’s top priority is to get in touch with the buyer in time, hoping that he can modify the evaluation.
2. Request to modify the negative review
If the customer gives a negative review, you must communicate with the customer in time and ask clearly whether it is a quality problem or a slow logistics problem. If it is a product defect, find a way to make up for it or give the customer a discount when he comes next time without losing money, so that he can change the evaluation. In this way, the seller will not lose money and maintain a customer. Of course, some buyers do not give bad reviews intentionally. They just don’t understand the platform rules. At this time, we might as well tell them the platform’s modification rules. It’s best if the buyer is willing to modify it. If they are not willing, they can ignore it. Sometimes it is normal to receive a few negative reviews.
To deal with negative review disputes, we must first find out the reasons for them. Customers’ expectations are too high, and the products do not meet their expectations. This is the root cause of disputes and bad reviews. Slow logistics is the culprit for the decline in customer satisfaction. Insufficient communication turns customer dissatisfaction into disputes or bad reviews. Product quality is not up to standard, packaging is damaged, and so on. If you understand why customers give bad reviews, it will not be so difficult to solve them.
Don’t just beautify the product and pictures. If the product has defects and deficiencies, they should be reflected in the photos. The product description should be clear, concise and detailed. If the bad reviews received in succession are because the customer did not pay attention to the size and bought it for granted, but the goods arrived and felt that they were too small. Without any communication, they gave the seller a bad review. When encountering such customers, we can first communicate with them through internal letters and emails, and request to modify the evaluation. Some customers are easy to talk to and change it directly, while some customers do not respond at all. In this way, there is another opportunity to “bomb” with emails after a week. If there is no response, give them benefits, such as returning $3 for changing the evaluation or giving them a 5% discount next time, and move them with “sincerity”.
Common sentence patterns:
1. I am quite confident about my products. I am very confident about my products.
2. We sincerely look forward to establishing a long business relationship with you.
Hope to cooperate with you for a long time.
3.We are sorry to see that you left negative or neutral feedback relating to your recent purchase experience from our store.
4. We hope you can revise your feedback into a positive feedback to us.
5. Would you please change the feedback?
6. If you can change the feedback, we can offer you $1-5 off discount in your new order.
If you can change the feedback, we can offer you $1-5 off discount in your new order.