How to Appeal for Negative Reviews on TikTok?

The negative review rate is a crucial factor for consumers when evaluating the quality of a seller's store on TikTok Shop. A high percentage of negative reviews can negatively affect a store's search ranking, exposure, and deter potential buyers from making purchases. TikTok Shop has stringent regulations in place for such metrics, and stores with a persistently high negative review rate may face penalties, including the possibility of account closure. Understanding and adhering to the platform's rules is essential to avoid these risks.



To enhance compliance with TikTok Shop's guidelines and minimize negative reviews, integrating tools such as 4Seller can be highly beneficial. 4Seller offers features that streamline store operations, improve customer satisfaction, and help maintain a positive store reputation. By leveraging 4Seller's capabilities, sellers can more effectively manage their stores, fulfill orders promptly, and address customer concerns, thereby reducing the likelihood of receiving negative feedback and ensuring a smooth shopping experience for buyers.

 
I. Understanding the Reasons for Negative Review Penalties

Before appealing, merchants need to understand the specific reasons for the negative review penalties. The TikTok e-commerce platform will review negative reviews, and if fraud, falsity, malice, or other inappropriate behaviors are found, penalties may be imposed on the merchant. Therefore, merchants need to carefully examine their product quality, after-sales service, logistics and delivery, and other aspects to identify the root causes of negative reviews.

What are the main reasons for an excessively high negative review rate on TikTok Shop stores? They mainly include the following aspects:


	
Poor Logistics Evaluation

	

		
Long delivery times and slow shipping
		
Damaged packaging
	
	
	
Negative Reviews
	

		
Poor pre-sales and after-sales attitude
		
Poor product quality
		
Low product safety factor
	
	


What dimensions should TikTok Shop stores focus on in terms of negative review rates?


	
Poor Product Safety Evaluation: Refers to the number of negative comments received about product safety over the past 60 days.
	
Order Discrepancy Rate (including Logistics Discrepancy Rate): Refers to the percentage of non-logistics negative comments received for a certain product over the past 60 days out of the total number of completed/closed orders for that product.
	
Poor Product Evaluation Rate: Refers to the percentage of negative evaluations for all products of a certain product over the past 60 days out of the total evaluations for that product.
	
Low Store Responsibility Evaluation Rate: Refers to the percentage of all store negative comments (excluding logistics negative comments) received by the store over the past 60 days out of the total number of store comments.


How to reduce the negative review rate and improve the store rating on TikTok Shop?


	
Products must meet the safety standards of the destination country.
	
Add product graphic descriptions and operation videos to the product detail page.
	
Find high-quality suppliers to improve product quality.
	
Provide excellent pre-sales and after-sales customer service, communicate timely, and handle issues quickly.


II. Preparing Appeal Materials

Before appealing, merchants need to prepare sufficient materials to prove their innocence. Firstly, collect all information related to the order, including order numbers, buyer information, product details, logistics information, etc. Secondly, if there are errors or fraudulent behaviors in the negative reviews, provide relevant evidence such as chat records, logistics proof, photos of the actual product, etc. Finally, merchants can also prepare a detailed appeal letter outlining their viewpoints and reasons.

III. Submitting the Appeal Application

Merchants can submit their appeal applications through the TikTok e-commerce platform's customer service center or relevant appeal channels. When submitting the appeal, select the correct appeal type and attach the prepared appeal materials. In the appeal letter, clearly state your viewpoints and reasons, as well as the evidence provided. At the same time, remain calm and objective, avoiding emotional language.

After submitting the appeal, merchants need to patiently wait for the review result from the TikTok e-commerce platform. During the waiting period, merchants can pay attention to the platform's notification messages to understand the latest progress of the appeal. At the same time, merchants can continue to optimize their store operations, improve product quality, enhance after-sales service, etc., to avoid negative reviews again.

If the appeal is successful, the TikTok e-commerce platform will revoke the penalty imposed on the merchant and restore the merchant's normal operations. If the appeal is unsuccessful, merchants need to carefully analyze the reasons, identify the problems, and take effective measures to improve. At the same time, merchants can continue to communicate with the platform to seek other solutions.

IV. Maintaining Store Reputation

During the process of dealing with negative review penalties, merchants need to constantly pay attention to their store's reputation. Besides actively addressing negative review penalties, merchants can win buyers' trust and positive reviews by providing quality products, excellent after-sales service, fast logistics and delivery, etc. At the same time, merchants can actively interact with buyers, respond to buyers' evaluations and comments, and establish good customer relationships.

Appealing against negative review penalties on the TikTok e-commerce platform requires merchants to actively respond, prepare thoroughly, and remain calm and objective. By effectively appealing and maintaining their store's reputation, merchants can protect their rights and store image.



V. Leveraging 4Seller for Seamless Operations

First and foremost, when confronted with a negative review penalty, it's essential to familiarize yourself with TikTok's appeal policy. This involves gathering all relevant evidence, such as customer communication records, order details, and any other supporting documents that can prove the validity of your case. Once you have compiled your evidence, you can initiate the appeal process through TikTok's official channels.

While you navigate the appeal process, ensuring your day-to-day operations run smoothly is vital. This is where 4Seller comes in, offering a suite of features designed to streamline your e-commerce workflow.

1. Logistics Rule Settings and Automatic Order Fulfillment

With 4Seller, you can set up detailed logistics rules that automate order fulfillment. This means that once an order is placed, 4Seller will automatically process and dispatch it according to your predefined rules. This not only reduces manual errors but also ensures timely delivery, which can positively impact customer satisfaction and, consequently, reduce the likelihood of negative reviews.



2. One-Click Printing of 1000 Shipping Labels

Efficiency is key in e-commerce, and 4Seller excels in this area. With its one-click printing feature, you can generate and print up to 1000 shipping labels simultaneously. This bulk processing capability significantly speeds up your packing and shipping process, ensuring that orders are dispatched promptly and accurately.



3. Adding SKU Information to Shipping Labels

To further enhance traceability and accuracy, 4Seller allows you to add SKU information directly to your shipping labels. This feature is particularly useful for businesses that handle a large variety of products, as it makes it easier to identify and track individual items throughout the shipping process.



4. Customizable Packing Slip and Picking List Templates

Brand consistency and professionalism are crucial for building customer trust. 4Seller offers customizable packing slip and picking list templates that allow you to include your brand logo, contact information, and any other relevant details. This not only enhances the unboxing experience for your customers but also streamlines your warehouse operations.



5. Inventory Synchronization Across Multiple Platforms and Warehouses

One of the most powerful features of 4Seller is its inventory synchronization capability. Whether you have a self-managed warehouse or use FBA, 4Seller can sync your inventory levels across multiple platforms and stores in real-time. This prevents overselling and ensures that your customers always receive accurate stock information. By maintaining accurate inventory levels, you can minimize the chances of disappointment and negative feedback due to out-of-stock items.



Conclusion

Appealing against negative review penalties on the TikTok e-commerce platform requires a well-thought-out strategy and robust operational support. By leveraging 4Seller's advanced features, you can automate and streamline your e-commerce workflow, reducing errors and enhancing customer satisfaction. From logistics rule settings and automatic order fulfillment to customizable templates and real-time inventory synchronization, 4Seller is a game-changer for TikTok e-commerce sellers looking to optimize their operations and mitigate the risks associated with negative reviews. Don't let penalties hold your business back; embrace 4Seller and take control of your TikTok e-commerce journey.