Tiktok Shop Academy

Dealing with Malicious Reviews

11/23/2023

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Malicious Reviews

TikTok Shop strives to create a reliable and trustworthy shopping experience for all users. Product reviews provide customers with valuable information about the quality of products so they can make informed purchases. Customers must ensure their reviews accurately reflect their experience with the product. TikTok Shop does not tolerate any reviews designed to mislead or manipulate other users. According to our TikTok Shop Customer Review Policy (Vietnam/Malaysia), such behaviours include (but are not limited to):
  • Multiple malicious reviews - The same customer makes repeated purchases and leaves a negative review each time.
  • Coercive reviews - Customers may leave a fictitious negative review and demand that sellers give them free samples or gifts in exchange for removing the review.
  • Biased reviews from competitors - Competitors who sell similar products may place an order at another seller's shop and leave a negative review.
  • Traffic diversion reviews - Reviews that promote other channels that are irrelevant to the actual purchase.
  • Erroneous reviews - Customers may leave a review for a product not sold by the seller by mistake or otherwise.
  • Invalid reviews - Spam-like content and other biased reviews that are not relevant to the purchase.
Note: Not all negative reviews are necessarily malicious reviews. Sellers may only report negative reviews that have been placed in the past 30 calendar days.

How to Report a Malicious Review

Note: The reporting tool outlined below is currently accessible to specific sellers only and will be rolled out to all sellers eventually. If the "Appeal" button is not visible to you, you can still submit a ticket through the Help Center in the Seller Center to report a malicious review to us.
Steps Screen shots
Step 1:
  • Go to the Seller Center.
  • Navigate to the "Products" section.
  • Click on "Product Rating".
  • Find the review you want to report.
  • Click on "Details" for that review.
On the pop-up page, click on "Report review".		imageimage
Step 2:
  • Select a reason for the report from the available options in the drop-down list.
  • Prepare relevant material such as screenshots.
  • Explain why the review is malicious.
  • Make sure to provide at least one of the following types of evidence:
    • Screenshots of the seller and customer's chat showing an attempt to resolve the issue.
    • Proof that the customer has frequently left malicious reviews.
    • Evidence indicating that the reviewer is a competitor.
Any other evidence that proves the user is a malicious reviewer.		image
Step 3:
  • Click on "Submit for Review".
The status will change to "Under Review".		image
Step 4:
  • The review content or star rating may be removed or kept based on the reporting results.
  • Each review can only be reported once.
An update regarding the review will be provided after the report has been processed.		image
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Frequently Asked Questions (FAQ)

  1. How many times can I report a malicious review?
  • Sellers may report each product review once. Although there is no limit to the total number of reports a seller can submit, they are recommended to do so only when their concern is valid and documented. Sellers who misuse the reporting feature will be blocked from submitting further reports.
  1. What supporting evidence should I provide when reporting a malicious review?
  • For the report to be valid, the seller must submit:
    1. An explanation of why the review is malicious; and
    2. Any of the following evidence supporting the seller's report, examples include but are not limited to:
      • Screenshots of the seller and customer's chat that demonstrate an effort was made to resolve the issue
      • Proof that this customer has frequently left malicious reviews
      • Proof that the reviewer is a competitor
      • Any other evidence proving the user is a malicious reviewer
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