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How do I contact my customer if they leave a low rating?
How do I contact my customer if they leave a low rating?

Received a low rating? Try contacting them through Shopper Approved.

Brittnee Tensmeyer avatar
Written by Brittnee Tensmeyer
Updated over a week ago

To contact your customer:

From the Review Actions menu on the right-hand side of the review, you can use the "Contact the Customer" or "Create your company response" options:

Contact the Customer

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 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 be displayed on your certificate and show other customers that you are a company that cares.


If you have any questions or concerns, please contact [email protected]m. We are happy to assist! 

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