In your Lipscore account: Reviews > Not Published > Pending > Support trigger

You can bend over backwards for your customers but it is not possible to keep them all happy at all times. Negative reviews are inevitable and… extremely valuable, when properly addressed. Here are our recommendations and tools for negative reviews management.

Depending on which Reviews approval method you chose, you will be notified about the incoming negative reviews in various ways and there are different steps you can take when such review arrives.

In this article, we are focusing on tools for negative reviews management when using Support trigger.

How will I be notified about a negative rating and / or review?

Once your customer leaves a negative review, an email notification will be sent to the email address set up as Support email in Settings > General > Notifications.

Note: you will be notified about ratings (stars without written comments) only if the setting “Require review to trigger support email (not only rating) is set to NO”.

What can I do?

If review does not require a follow up

You read the review and there is not much that can be done about customer’s experience – their disappointment is clearly due to their personal preference, and there is no fault in your product or service?

Write a Public reply and Publish.

Thank the customer for their feedback, express your regret for their bad experience and possibly instruct what they can do in the situation (contact customer support, return product, try a different product next time, etc) – and click Save. Then, hit the Publish button.

Once you do, your customer will get an email notification about your reply and a button. Clicking on the button will take them to your website where both their review and your reply will be shown in a popup.

If there is only a star rating and the Review field is empty

If there is no review in the Review field in the email notification it simply means that your shopper has not written anything and only left a star rating.
In such cases you can go through exactly the same follow up process as if a review was there, only the text of your first message will differ. Since there is no justification of the low rating, you may answer something along these lines: “Hi Beth, we have just received your 2-star rating on our Miracle shampoo for thinning hair. We are sorry if the product did not live up to expectations and would be grateful if you could let us know why you decided to give it only 2 stars and if there is something we can do to make your experience better. Understanding what our shoppers like and dislike in our products and service is of utmost importance for us. Thank you in advance!”

Read on to see how you can follow up on the negative ratings via Support trigger email.

If review does require a follow up

This time you cannot deny that something went sideways in your customer’s experience and their complaint is justified and actionable. A proper follow up process can still turn the situation around and this unhappy customer can eventually become your ambassador, if you handle their case properly.

Reply directly to the Support trigger notification email to start a conversation with the unhappy customer.

In the email refer to their review, find out more details and try to come up with a solution that can possibly make the customer happy again – maybe even happier, when they feel well taken care of and that their feedback was valued and acted upon.

Can shoppers change their feedback?

Absolutely yes. After the successful follow up process:

1. Ask your customer if they would like to update their feedback
2. If they agree, go to the first email (Support case notification email) and click the Resend review invitation button
3. The button will open customer’s profile in your Lipscore account and select the right invitation for you.
4. Click the blue Resend button at the right-hand side.
5. Your customer will get an invitation email again where they will have a change to update their previous review.

Please note: Product Invitation 2 is consistently used for resending of product invitations as, in most cases, requesting delivery confirmation during a manual resend is unnecessary.

If review has inappropriate content

It may happen that your shopper will express their disappointment in an offensive or vulgar way. It is perfectly justifiable to unpublish such review from your website and ask your customer to edit it so that it goes in line with your content policy.

Use Unpublish / moderate button and write a Private message to the author.

A click on the Unpublish / moderate button will temporarily unpublish the review from your website and move it to the Need attention section. There, you can write a Private message to the author.

Once you do, the review’s author will get an email notification with your explanation and a button. A click on the button will open a reviews popup, where they will have a change to reformulate their review so that it is no longer offensive or vulgar.

Note: The goal of writing a Private message to the author is not to change your customer’s mind but to have them reformulate their review so that it complies with your content policy – while it may remain negative. This function is neither meant for starting a follow up discussion – this is a one-way communication channel. Use the Support trigger notification email (as described above) to converse with the customer via emails.