Why is customer feedback (i.e., Ratings and Reviews) so important?

• Ratings and reviews of products/shops are crucial for customers as they help them learn more about a particular product's quality, functionality, and suitability for their needs. This information empowers customers to make informed purchasing decisions.
• Positive product ratings and reviews signal to potential customers that your shop sells high-quality products and can be trusted to bring value to customers. This may increase the chances of making a sale and encourage customers to return for future purchases.
• However, if a shop receives negative product ratings and reviews, it can harm their reputation and cause customers to lose trust in their products. This may result in them avoiding making purchases from your shop.

What counts as a negative customer rating?

• A negative customer feedback rating is a review with a rating below 3 stars on a 5 star scale.
  • A rating that has 3 stars or more 🌟🌟🌟 will be considered as a neutral or positive review.
  • A rating that has 1-2 stars 🌟 will be considered a negative review.

Note: Negative Reviews will add to your Negative Review Rate (NRR).

When can customers leave reviews?

• Customers may post reviews for each specific product bought, but not for an entire order as a whole.
• They may leave reviews up to a stipulated number of days after an order is delivered.
• Each customer can also post one follow-up review within 180 days of order fulfilment after they submit their first review. When submitting the follow-up review, customers will not be able to change their previously submitted review.
• If a customer has raised a 'Return and Refund' or a 'Refund Only' request, they can only post a review if they received the relevant product. Customers will be unable to post a review if they have not received the relevant product.
• A customer may choose to leave a review anonymously.

Note: Reviews that violate the Community Guidelines will be removed.
Please refer to the Product Rating feature guide article for more information.

What must I take note of when responding to a review?

• Your response must be respectful and not violate our policies.
• You must not disclose any customer information when responding to a customer's review.
• Sellers or customers may report abusive behavior by clicking on the review itself. This will submit a notification to TikTok Shop for further action.

Note: You may receive enforcement actions if your responses are found to violate our policies.

What happens if I breach these guidelines?

If you are found to violate these guidelines, you may have enforcement actions taken against your account. You should note that repeated offenses will result in more significant penalties.
Please see our Violation Reasons, Points & Enforcement Actions for Sellers article and Seller Terms of Service for more information. If you think an enforcement action has been taken against you in error, appeal via the Seller Center. Please read our Seller Appeal Guidelines article for more information.
Please click here to read our TikTok Shop Customer Review Policy.