Tiktok Shop Academy

Product Rating: Understand, Manage, and Improve Your Reviews

12/29/2024

Hi Seller!
Product ratings directly influence how buyers perceive your brand and decide what to buy. A high rating builds trust and helps improve your product visibility across TikTok Shop & Tokopedia. On the other hand, low-rated products may struggle with traffic, ranking, and conversion.
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Where to Check Product Rating

Go to Seller Center > Products > Product Rating to see how your store performs and how those ratings impact your store.image
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Managing Negative Reviews: Edit Review Feature

When a seller receives a negative product rating, they are encouraged to reach out to the buyer to understand their concern and offer solutions. After a resolution is reached, the buyer may choose to edit their review using the Edit Review Capability on TikTok Shop.

Step-by-Step: How to Handle a Negative Review

Step
Seller Action
Buyer Action
Details
1
Seller checks the negative review through the Product Rating menu in Seller Center—image
2
Seller clicks on the Order ID and initiates a chat with the buyerReceives a message from the seller
3
Seller discusses the issue with the buyer and suggests a solutionBuyer can accept the solution
4
Seller encourages buyer to edit the review (if applicable)Buyer edits their review using the Edit button on the [My Review] page (can only edit once)

Important Notes

  • Only buyers can edit their review; sellers cannot directly change any review.
  • Buyer can edit the review once, and only within the review time window.
  • Once edited, sellers can see the new review and timestamp, while the original review is kept hidden by default.

Edit Review Capability Impact

The capability of editing a review by customers will impact the overall store rating. See the details below to find how this capability will impact store ratings and performance:
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Impact of Product Ratings

Area Affected
Impact Description
Product Listing PageLow ratings decrease trust and click-through rate
Search & DiscoveryAffects product ranking in TikTok Shop by Tokopedia’s algorithm
Store ReputationNegative ratings impact Store Rating and campaign eligibility
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Try This Today
  • Visit your Product Performance > Rating Summary
  • Identify products with 1–2 star ratings
  • Check if they qualify for Edit Review
  • Track improvements in click-through and conversion after update
👉 Stay on top of your product reputation and build buyer confidence at TikTok Shop by Tokopedia.
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