It is frustrating and disappointing to get a low rating. It can happen to anyone. It can also be valuable feedback. Is there anything you can learn from the review? Maybe there is something you can do to improve the customer experience?
Shoppers understand that reviews are personal opinions. Expectations and experiences will vary. As long as your overall rating is good (4+), a few negative reviews are not uncommon. Long term, the best way to tackle negative reviews is to receive new positive ones.
What you can do
Contact the customer
You can reach out to the customer and see if they would be willing to change their rating. The customer can change their review up to 120 days after they placed their order.
As a last resort, you have the option to write a public response that will appear next to the shopper review. This is an opportunity to tell your side of the story to other shoppers.
If you've decided to write a public response we recommend that you:
- Be concise, simple and professional.
- Describe your concerns about the review and how you tried to make it better.
- Focus on your product and service, not the reviewer.
After you’ve written a public response, it’s important to know that:
- The shopper will not be able to remove or change their review.
- You will not be able to remove or edit your response.