[FAQ]

Hey,

My TikTok Shop has been running for a few weeks and I just got my first really bad review. It’s a one-star, and the customer is also sending some pretty angry messages about a shipping delay. It’s all very public, right there on the product page.

I’m honestly not sure what to do. Do I reply to the negative review publicly? Or should I just try to handle it in DMs? I’m worried that replying publicly will just draw more attention to it, but ignoring it feels wrong and unprofessional.

I’m just really worried this one bad review will scare off all my future customers. What’s the most professional way to handle this to show I’m a good seller?

Any advice would be great. Thanks.

[Jeff Bullas]

This is a critical moment for any shop owner.

Quick Answer: You must respond publicly to the negative text review once, in a professional and brief message, and then immediately move the conversation to private messages to solve the issue.

That public text reply is not for the angry customer; it is a piece of content for every potential customer who reads your reviews.

Your public text response needs to be calm, professional, and must not be defensive. It should be a single, short message that acknowledges their frustration and clearly states you are taking it to DMs to get the details and find a solution. This text-based content shows all future buyers that you are an active and responsible seller. The worst thing you can do is ignore it, as this lack of content signals to other buyers that you do not care. Once you move to private messages, you can resolve the actual problem away from the public eye. You can even consider creating a vague follow-up video, not about the specific drama, but about your brand’s commitment to customer service, turning a negative into a positive piece of video content.

Cheers,

Jeff

[Author]

Posts