Handling Negative Reviews

Receiving a negative review can be frustrating, especially if you believe it is unfair or the result of a misunderstanding. Reviews on DIY Markt can only be left by logged-in users who have purchased the product, so every review is from a real customer. If you disagree with a review, follow these steps to resolve the situation effectively.

Step 1: Check the Review Details

1. You will receive a notification when a new review is posted. The notification will only include the customer’s nickname (not the review text).
2. To see the full review, go to the front-end of your store and open the Reviews section.
3. Locate the negative review at the top of the page (new reviews always appear first).
4. If you disagree with the review, copy the customer’s nickname to contact them privately.

Step 2: Resolve the Issue Privately (Recommended Approach)

Before responding publicly, try to resolve the issue amicably through private messaging.

How to Contact the Customer:

1. Go to your Seller Dashboard and navigate to the Messages section.
2. Click “Start a New Conversation” in the center of the screen.
3. In the “To” field, start typing the customer’s nickname. Be careful when selecting from the suggested names (each user has a unique nickname, but some may be similar).
4. Once you select the correct nickname, compose a message to the customer.
   • Politely ask if they left the review by mistake (e.g., a 1-star rating instead of 5).
   • If the customer misunderstood how to use the product, offer assistance.
   • Include a direct link to the product page related to the review.
5. Click the paper plane icon to send your message.
6. The customer will receive a notification via email and can reply through their DIY Markt account.

Step 3: Understanding the Review Update Process

• Customers cannot edit or delete their published review.
• However, they can leave an additional review (one more review per product).
• If the customer includes a new rating in their second review, the system will update the old review with the new rating and text.
• If the second review does not include a new rating, the previous review will be removed and replaced with a text-only comment (no stars).

Important: You do not need to notify the admin when a customer updates their review. The system will automatically detect and process the change.

Step 4: Responding Publicly (If Needed)

If the customer does not reply or does not wish to update the review, you can leave a public response.

1. Go to the Reviews section.
2. Click “Reply” in the bottom right corner of the review.

1. Write a professional and polite response addressing the customer’s concern.
2. Click “Submit” to publish your reply.

💡 A professional response can demonstrate good customer service and help maintain trust with future buyers!

Step 5: Reporting a Review to the Admin

You may contact the DIY Markt Admin Team only if you believe a review violates the platform’s Terms of Use (e.g., offensive language, false claims, or irrelevant content).

To report a review:

• Contact Admin Support via your Seller Dashboard and provide a link to the review in question.
• Explain why you believe the review should be reviewed by the platform moderators.

⚠️ Important: Abuse of this feature (e.g., reporting valid negative reviews) may result in restrictions on your account.

Final Note

Handling negative reviews professionally can help you maintain a strong store reputation. Always aim to resolve issues privately first, and use public responses to demonstrate excellent customer service.