Getting negative reviews on your TikTok Shop can tarnish your reputation and reduce your chances of making more sales. While not every bad customer review is avoidable, many are the result of simple, preventable mistakes. From poor product quality to mismanaging customer communication, these issues can snowball into bad experiences that drive potential buyers away.

To help you maintain a strong seller rating and build trust with your customers, here are 5 common mistakes TikTok Shop sellers often make and what you can do to avoid them.
 

1. Selling Low-Quality Products

Offering low-quality, faulty, or non-compliant products can quickly result in negative reviews, often leading to one-star ratings. Whether it's a beauty product that's expired or a gadget that doesn’t function as promised, customers are quick to leave bad feedback when their expectations aren’t met.

To avoid this, you should always make sure your products are safe, functional, and follow TikTok Shop’s guidelines before selling. Regularly checking product quality is important to avoid problems, rather than waiting until someone complains. If a product keeps getting negative comments, it’s better to stop selling it to protect your shop’s reputation.
 

2. Misleading Product Listings

When sellers exaggerate product features or use unclear or overly-edited photos to make their products look more appealing, they may attract clicks, but it often leads to disappointment when the product doesn’t meet expectations. Common complaints from buyers include items not fitting the size chart,or lacking promised features.

To improve your TikTok Shop's credibility, focus on the following strategies:

Upload clear, authentic product images

Use clear, high-quality images that accurately represent your products. Showing your product from different angles and highlighting key features will help customers know exactly what to expect and reduce the risk of dissatisfaction.

BigSeller’s Picture Editor can help you create visually appealing images without misrepresenting your products.
 

Provide accurate product details

Ensure all details such as size, color, material are accurate and specific. Clear product descriptions help set proper expectations and give buyers the information they need to make an informed purchase decision.

BigSeller’s Content Quality tool can help improve listings by giving official suggestions for titles, descriptions, and product attributes.
 

Build trust through transparency

Avoid making exaggerated claims or using misleading phrases like “#1 in Malaysia” or “100% guaranteed results.” Instead, focus on highlighting the real benefits and features of your product. Authenticity is key to fostering trust with customers and reducing the likelihood of negative reviews.
 

3. Messing Up the Order Fulfillment Process

Mistakes during the order fulfillment process like shipping the wrong product, sending it to the wrong address, or delivering it late can also damage your reputation as a seller. These errors can frustrate customers, leading to negative reviews, which can directly affect your sales and business growth.

To ensure smooth order fulfillment, here are some key actions to focus on:

Pack securely and label clearly

Make sure that products are packed carefully, especially fragile items, and that all packages are clearly labeled with the correct shipping information to prevent confusion.

Using BigSeller’s Customised Shipping Labels tool can help you add specific details like fragile warnings, product information, or your store logo. This improves packing efficiency and provides a more professional look to your shipments.
 

Double-check shipping details

Before sending out any orders, always double-check the shipping address and product details to ensure that everything is correct.

BigSeller’s Scan to Inspect feature ensures that you are sending the correct product to the correct address and minimises mistakes that could lead to customer complaints or returns.
 

Stick to shipping deadlines

Follow TikTok Shop’s Service Level Agreement (SLA) to avoid auto cancellation for late shipments. By adhering to these shipping schedules and dispatching orders on time, you can ensure a smooth fulfillment process and keep customers satisfied.
 

4. Ignoring Customer Inquiries and Complaints

Failing to address customer inquiries or complaints in a timely and respectful manner can lead to frustration and negative reviews. If you ignore customer messages or respond rudely, it can escalate the situation and damage your store's reputation.

To prevent this, you should always aim to respond quickly, preferably within a few hours to show that you care about customer concerns and are committed to good service. If a customer is upset, it's important to remain calm and professional while addressing their issues in a respectful manner and working towards a solution that satisfies them.

Additionally, never attempt to manipulate or coerce customers into changing their negative reviews. It's crucial to respect the customer's feedback and focus on resolving any issues rather than pressuring them to leave a positive review.
 

5. Not Monitoring Reviews and Feedback

If you don’t regularly monitor reviews and feedback on your TikTok Shop, you might miss valuable insights into customer satisfaction and dissatisfaction. Overlooking recurring complaints or issues can result in unresolved problems that lead to more negative reviews.

To address this, you should:

Monitor your product ratings regularly

Go to the Seller Center > Products > Product Rating section to track how your products are performing in terms of customer ratings. This will help you stay informed about potential problems.
 

Analyse customer dissatisfaction

Use TikTok Shop’s Negative Reviews Performance Tab to identify patterns behind low ratings. This allows you to take proactive steps to improve your product listings, service, or shipping processes based on actual buyer feedback.
 

Filter problematic buyers

If you notice that certain customers repeatedly leave false reviews, consider blacklisting them by using BigSeller’s Buyer Blacklist. This feature protects your store from repeated abuse and helps maintain your overall rating.
 

Let’s Fix Your Store’s Backend with BigSeller

Many TikTok Shop sellers face challenges that impact their customer reviews simply because they're overwhelmed with multiple tasks. But managing your store doesn’t have to be a juggling act. BigSeller can help you take control of your operations and reduce the risk of costly mistakes.

Whether it’s improving your product listings, customising shipping labels, preventing packing mistakes, managing reviews, or filtering out problematic buyers, BigSeller helps you operate more efficiently while protecting your reputation as a seller.

Start taking small steps to fix these common mistakes! Sign up for BigSeller today and access the powerful tools designed to streamline your operations.

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