4 Best Ways to Deal with Negative Reviews on Your Online Business

Oct 1, 2021 | Article

Doing e-commerce means you’ll deal with more customers. Including ones that may find your service not good enough despite all your hard work. And that also means you’ll likely deal with negative reviews stemming from their dissatisfaction.

As you may have been aware, customer reviews could heavily affect your business. Positive reviews result in good reputation, more trust from customers, and eventually bigger sales, whereas negative reviews do the opposite.

No matter how scathing and irritating those bad reviews are for you to read, the right thing you should do is respond to every single one of them. But of course you can’t just reply with a simple apology – or maybe an equally stinging clapback.

There are several things to pay attention to in order to deliver good responses that ease your customers’ frustration. What are they?

1. Respond as soon as possible

Once you get bad reviews, they should be your top priority no matter how busy you are. The faster you respond, the faster it is to get things right with your dissatisfied customer. Make sure you reach out to them within 24-48 hours after they posted their feedback online. The sooner your respond, the more genuine your words sound to them.

2. Acknowledge the inconvenience

You may feel like you’ve put your heart and soul into your work, but that doesn’t mean everyone should be satisfied with it. So it’s only natural for you to feel attacked and hurt when someone feels disappointed by your services or products. Still, you shouldn’t respond to their disappointment with an answer in which you seem to justify what has happened or even blame things on your customers.

Put yourself in your customers’ shoe so you can see what upsets them. Then, let them know you understand what’s bothering them. It may not immediately solve the problems, but that makes them feel heard and at worried less as both parties try to work things out.

3. Give proper explanation

People can make mistakes. That means you can too. And so can people that you work with or everyone that’s involved in your business. So when your customers complain about it, give them a proper explanation. Even if the errors seem to be inevitable or aren’t purely your mistakes, like slow shipping which became a problem recently in Indonesia due to the public activity restriction.

Instead of justifying the mistakes, explain what happened. Politely let your customers know where things went wrong. However, do it as necessary. Use the right words and try not to blame the situation on other people or parties, or else that would sound like an excuse.

4. Fix it

If possible, offer to correct your mistakes as soon as possible. Quickly offer a replacement, refund, or a compensation in the form of gift card, discounts, or free gift to comfort your dissatisfied customers. But that’s not the end of the problem. Learn from the mistakes and fix them to ensure the errors don’t happen again in the future.

Minimize the errors

No matter how good you are at responding to negative reviews, preventing the mistakes is always the best option. So, always ensure the quality of your products and tighten the quality controls to reduce the number of defects.

For error-free fulfillment, leave it to 8Commerce. With modern warehouse that’s integrated with updated technology, we’re dedicated to delivering the best services for accurate picking, packing, and shipping. Find out more about 8Commerce and what we can do to improve you customer satisfaction now through this link.

Recent Post

5 Tips to improve your e-commerce site

5 Tips to improve your e-commerce site Whenever they are browsing online, regardless of whether it’s to buy a product/service or research something, prospective buyers often pay attention to the website’s layout. If a particular website’s design is clunky and...

Choose the right fulfilment center. Follow these guides!

A fulfillment center is often referred to as a third-party logistics (3PL) provider. Some people think a fulfillment center and warehouse serve the same purpose, which is not the case. Fulfillment centers have bigger functions than warehouses. The main role of a...

5 tips to drive repeat sales online

In the e-commerce world, a big part of driving sales and revenue each month has to involve targeting new customers and convincing them to buy for the very first time. But e-commerce businesses can’t survive in the long run based on purchases from new customers alone....

I’m a small biz owner. How can I boost my sales online?

In Indonesia, more and more small and medium enterprises (MSMEs) are using the internet, especially social media, as a shift in business and consumer activities from brick-and-mortar stores to online shops continues strongly. No wonder, digital transformation has...

4 Tips to Boost Brand Awareness on Social Media

Just how important is brand awareness in a business? Let us tell you: it’s super important! Before buying from you, your customers first need to know that you exist. Once your business becomes visible to them, then you can work on earning their trust and trying to...

5 Tricks to Sell Expensive Products

Selling expensive products can be challenging, especially if there are cheaper options available out there. But it’s not impossible and it isn’t something you can’t achieve. While not everyone can afford that product, certain people are willing to buy it. Because as...

4 Actions to Do to Get People Buy From You

There are a number of reasons why people hesitate to buy from you. No matter how much they’re interested in what you sell, several people will postpone closing a deal with you. If you ask them why, they will likely say they still have several things to consider. In...

4 Simple Ways to Increase Customer Loyalty

What’s more important for your business than your customers? We’d say, loyal customers – because they’re the ones that create stable revenues and steadier profits for your business. Moreover, loyal customers are more likely to recommend your products to other...

4 Sales Promotion Ideas That Will Surely Attract Customers

Sales promotion is one of the most important things to consider when doing a business. If it’s done right you won’t only see a spike in sales, but also awareness from more audience, loyalty from customers, and more profits in the future. But sales promotion isn’t just...