Reply to a bad review, better than 100 positive reviews? 【Package Inquiry】

　　"What to do? I received a bad review!" Many sellers have heard of the story that a bad review may kill a store if it is a bad review. So what should I do when I encounter a bad review? The phone is bombarded with people, begging buyers to modify their comments? NO! This approach means that you have fallen into the misunderstanding of comment management! Today, the E-commerce Expert Shadow Puppet is a systematic way to share the solutions to several issues that sellers are concerned about in terms of negative review management.

　　Inquiry about Q&A:

　　Q: I really have no experience in dealing with negative reviews and really don’t know how to communicate with customers. Do you have any suggestions?

　　A: First of all, I want to talk about the importance of comments: As a seller, everyone should have a deep understanding. When a buyer goes to the store to read comments, he mainly reads negative reviews. If he makes a good review, it will be better than 100 positive reviews.

　　As sellers, we are all emotional when we encounter bad reviews, so it is often the case that sellers and buyers tear each other in the comments. Here we can think about bad reviews from the following three perspectives and then deal with the actual situation:

　　1. What can we get by our replies full of anger and sorrow?

　　2. Is the evaluation for this customer or for later generations to see?

　　3. There is also vitality in the crisis. Replying to the bad reviews with good responses is conducive to reducing the loss of old customers.

　　With the increasing popularity of online shopping, competition among peers is increasing, and the cost of acquiring new customers is increasing, and the cost of a new customer is 6 times that of maintaining an old customer. Therefore, it is crucial for us to handle every bad review.

　　Q: I met a career bad reviewer, what should I do?

　　A: We will never compromise with people like professional bad reviewers, because compromise means continuing next time. But how do we solve it when it happens?

　　This type of seller generally has the following characteristics: low account level, very detailed questions, and nitpicking about the product when reviewing badly. This type of people are all trying to make money, so after making bad reviews, they will take the initiative to communicate with you Wangwang or call for money.

　　We know that if it is communication information on Wangwang, you can submit it directly to Taobao for processing. Now the phone recording can also be used as evidence, so don’t be afraid.

　　This type of bad review must be complained. The following is the complaint path for the telephone recording evidence:

　　Taobao homepage - Contact customer service - Seller service - Complaints and punishments - Unreasonable evaluation.

　　Taobao official website has detailed methods for obtaining telephone recording evidence, everyone must read it carefully.

　　Q: I encountered malicious negative reviews. How to solve them?

　　A: Let me first talk about what a malicious negative review is in the answer to your question.

　　The following is Taobao’s official explanation for malicious negative reviews:

　　1. What is a bad review

　　Malicious evaluation refers to the act of buyers, competitors and other evaluators seeking additional property or other improper benefits by giving moderate or negative reviews.

　　2. The scope of acceptance of malicious evaluation on Taobao is as follows

　　1. Unreasonable requirements: Both parties need to chat and provide evidence, and prove that the evaluator takes the risk of a bad review as the premise, and uses the bad review to seek additional money or other improper benefits;

　　2. Buyer coercion: Evaluation given by professionally giving a bad review and obtaining additional money or improper benefits through bad review;

　　3. Peer: Medium and bad reviews given after trading with peers;

　　4. Third-party fraud: evaluations arising from third-party fraud;

　　5. Leaking information or insulting: If other people’s information is published in comments or explanations without authorization, in which infringement or foul language appears, damages the civilized style of society, Taobao will delete some of the text in comments or explanations, but the comments will not be deleted.

　　3. Malicious evaluation of rights protection conditions

　　1. Orders that must be evaluated by both parties;

　　2. The acceptance time range is within 30 days of the evaluation.

　　4. Malicious evaluation of rights protection initiation path

　　You can log in to the "Taobao Home Page - Contact Customer Service - Self-service - Violation Acceptance - Unreasonable Evaluation" manual online channel to initiate it.

　　So, what you need to tell the most is whether this bad review is malicious or not. If so, then go and complain.

　　Specific rules for malicious evaluation: https://rule.taobao.com/detail-2364.htm?spm=a2177.7231193.0.0.3cWuul&tag=self

　　Q: I feel that I have done a good job in all aspects, why are there so many bad reviews?

　　A: Bad reviews are the most intuitive feedback from customers on your products and services. If there is a bad review (except for malicious negative reviews), it generally means that there are certain problems in your store.

　　Let me tell you below what circumstances may there be negative reviews.

　　Generally speaking, negative reviews are caused by the following reasons:

　　1. The product does not match the description

　　If the customer communicates with you in advance, you must actively explain and return and exchange goods. Do not delay any delays. Apologize sincerely to avoid bad reviews. If the buyer insists on giving bad reviews without returning or exchanging goods, then it must be emphasized in the comment replies: This store promises that our store will provide after-sales service permanently for the quality of the baby.

　　2. Customer service attitude

　　This is a problem that many small sellers often encounter. When communicating, sellers are not sincere in their attitude towards the so-called people, and they will eventually regret it. In fact, such problems can be avoided. If it has happened, the evaluation explanation reference verb: Dear, I am really sorry. Because our customer service team’s service is unprofessional and your problem has not been solved in time, your negative review is a wake-up call for our customer service team. As the owner, I apologize to you solemnly on behalf of the entire store. The customer service that was unreasonable to you has been severely criticized by me and has been deducted for half a month’s salary. We have fulfilled our promise of 7-day unreasonable return and exchange, 30-day repair, and providing after-sales service within 90 days. If there are any problems with this baby, you can contact Wangwang directly to me.

　　3. Logistics

　　In fact, logistics problems are the best solution. Unpleasant logistics generally leads customers to directly give negative comments. When encountering such problems, we can communicate with customers and apologize. If we can respond to such bad reviews well, we can give potential customers a look at our sincerity and solutions after problems arise. We can reply to such questions as follows: Dear, thank you, you make us feel that our express delivery is indeed a big shortcoming. We have communicated with the express delivery company. If such incidents occur again next time, we will cancel our cooperation with them.

　　4. Unreasonable customer requirements

　　This type of comment may be as follows:

　　A. The buyer said directly, please give me a cashback, otherwise I will give you a bad review. Just appeal to Taobao directly.

　　B. The buyer has over-protected his rights. After the waiter intervened, he supported the seller. The buyer was so angry that he gave a bad review. For such comments, we can directly reply: the customer has a malicious negative review, and because the complaint of excessive rights protection failed, he became angry and gave a negative review, and condemned the customer.

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