Encouraging customers to provide reviews on your marketplace listing is a helpful way to gain new subscribers, most shoppers are more likely to buy something with positive reviews versus a product with no reviews. But what should you do if you receive a negative review?
When there are just a few reviews, one single-star rating can appear damaging. Savvy shoppers know that it’s impossible for sellers to appease everyone and that a poor review score here or there is inevitable. A rating of 4.8 stars is better in the eyes of many shoppers than a 5-star rating, as they're more likely to be skeptical of the reviews legitimacy and are more inclined to purchase a product with more balanced reviews.
What To Do When You Get a Poor Review
At Cratejoy, we have a feature in our product backlog to enable sellers to respond directly to reviews publicly. While it’s on the development roadmap, there is no expected delivery date yet. Until then, there are some things you can do:
Poor Review by Subscriber:
Reach out to the subscriber in an inquisitive manner, perhaps letting them know that you were disappointed to learn that they were not satisfied, and eager to reach out to them to learn more about the experience or to get details. Then see if you can make the customer happy. Sellers refusing to resend a box that the customer didn’t get or refusing to issue a refund for an order that wasn’t intended are very likely being “pennywise but pound foolish.” It's usually better to say nothing if you're not able to offer a new shipment, discount on a future renewal, or refund.
What to Do Next:
If you are able to satisfy the subscriber and get on great terms with them, then ask if it would be alright if Cratejoy removes the review from your listing. If the customer agrees, use the standard method of engaging Cratejoy Support and let us know you have a customer who would like their review removed, be sure to send their email address or customer ID in your message. Our team will then happily reach out to the subscriber who posted the review, and upon their confirmation, remove the review.
Alternatively, the subscriber could reach out to firstname.lastname@example.org from the email address they used when signing up to request the review be removed.
Remember, you saying a box was shipped and that same customer reporting they didn't receive the box can BOTH be true statements, but the subscriber's perspective is the one being reviewed.
Poor Review by a Non-subscriber: Use the standard method of engaging the Merchant Success Team to report any review that slipped by our moderation process and is clearly from someone that did not ever buy or receive the product. This might be a review that reads like “this subscription looks like a copy of so-and-so…” or “this company looks dodgy…” These are not factual and are opinions that are actually a review of a seller’s store name or listing design, NOT the subscription or product.
What Cratejoy Isn't Able To Do: As painful as it is for us, we must refuse requests to remove marketplace reviews from unsatisfied customers. Removing a review simply because it's critical of the seller damages the integrity of all sellers listings and the Marketplace as a whole. Every seller listed on the marketplace would suffer if shoppers couldn’t trust the reviews.
Best Advice: The best way to handle a poor review is to do everything you can to prevent them in the first place. Keys include proactive communication on the part of the sellers with subscribers, ensuring shipments are mailed on time (and in the event of a delay, see proactively communicate), and answering inquiries and emails from subscribers professionally, politely, and most of all, in a timely fashion.