What are my options if a client leaves me a low-star rating?
If a client has left you a low-star rating, there are several ways you can manage your reviews from within the Shopper Approved dashboard.
To get started, log in to your Shopper Approved dashboard and navigate to "Manage Seller Ratings" or "Manage Product Reviews" from the main dropdown depending on the review type you are trying to resolve.
You can search for the review using our filter menu on the right hand side by searching by customer name, order number, or even part of the review comment. Once you find the review you are seeking, select "Review Actions" on the right-hand side of the review to see the review management options.
Every single review you collect will have its own Review Actions option.
Utilizing the Review Actions
There are five options to choose from. We will guide you through each option.
Submit to Shopper Approved for review
In order to submit a review to Shopper Approved for removal, the review should fall within our guidelines:
Vulgar language
Proprietary information, like coupon codes
Personal information - email, phone number, etc.
Blatant inaccuracies about your website, or product/services
When choosing this option, include as much information as possible regarding the reasons for submitting the review, including links to screenshots if possible. The review will be submitted to our Shopper Approved team to review the removal and determine if it is able to be removed or not.
Customer Resolution
Contacting the customer allows you to reach out directly to the customer for a resolution within the Shopper Approved system. The customer will receive an email with the option to reply back or update their review (including ratings and comments). Please note that if the customer doesn't respond, you are unable to send another email. If the customer does respond, you will receive an email notification and can reply to the customer. If the customer chooses to update their review, the review will automatically be updated.
If you contact the customer and they do not respond you can…
Create Your Public Company Response
On occasion, you will have customers who do not respond to your email. In this case, we recommend making a public comment. You can use this feature for both negative and positive reviews. When you make a public comment, the customer will not be notified. However, this is a great way to educate other customers and can oftentimes turn a negative review into a positive review.
You can thank someone for their positive feedback or make a comment stating that you tried reaching out to the customer regarding their issue. These comments will display on your certificate and show other customers that you are a company that cares.
Other options in the Review Actions Tool
Mark Order as Canceled
You will want to mark an order as canceled when a customer has canceled their order or if you have to cancel their order due to backorders or being out of stock. This will stop the follow-up email from going out to them. You don’t want someone to leave a review on a product they won’t receive. However, you will need to mark the order as canceled before the follow-up date.
Change Follow Up Date
If for some reason you need to change the date of the follow-up email, you can do that here. A good example would be if you knew shipping was delayed, you can go in and change the follow-up date to a later time. Again, you want your customer to have received their product before they receive the follow-up and fill out the Post-Fulfillment (Full) Survey.
Troubleshooting:
If you have any questions or concerns about how to utilize the review actions, please contact our support team at [email protected].