Article
How to Handle Negative Reviews on Shopee and Lazada
Every seller eventually gets a one-star review. A parcel arrives late, a colour looks different from the photo or a buyer simply has a bad day. On marketplaces like Shopee and Lazada, reviews are highly visible, so a single harsh comment can feel like a disaster.
It usually is not. Shoppers know that no shop is perfect. What they look at is how you respond and whether the same complaint keeps repeating. Handled well, a negative review can actually build trust.
Pause before you reply
The worst replies are written in the first five minutes, while you are angry or hurt. Take a break, read the review again and try to see it from the buyer's side. Even if you think they are unfair, other shoppers will judge you by your tone, not by who is technically right.
Work out what really went wrong
Most negative reviews fall into a few categories:
- Product issues: defects, wrong item, quality below expectations
- Description gaps: size, colour or features not clear enough in the listing
- Shipping problems: late delivery, damaged parcel, missing items
- Service issues: slow replies, unhelpful answers
- Misunderstandings: the buyer used the product wrongly or expected something else
Check the order details, chat history and packing records. Knowing the real cause shapes both your reply and your fix.
Write a calm, helpful public reply
Marketplaces let sellers reply to reviews. A good reply is short, polite and focused on solutions:
- Thank the buyer for the feedback.
- Apologise for the experience, without blaming them.
- Briefly explain what you will do or have done.
- Invite them to chat so you can resolve it.
For example: "Thank you for your feedback, and we are sorry the parcel arrived damaged. We have messaged you in chat to arrange a replacement. We are also reviewing our packaging to prevent this in future."
Key takeaway: write your reply for future shoppers, not just the angry buyer. A calm, solution-focused answer shows them what happens if something goes wrong.
Avoid these mistakes
- Arguing in public or calling the buyer a liar
- Sharing personal details like phone numbers or addresses
- Copying the same generic reply onto every review
- Offering money or gifts in exchange for changing the review, which may break platform rules
- Ignoring the review completely
Each marketplace has its own review policies, including what sellers can and cannot ask buyers to do. Read the current rules in your seller centre.
Fix the problem behind the review
A reply manages perception. A fix prevents the next bad review. Turn every complaint into an improvement:
- Product issues: check stock quality, talk to your supplier or remove the product
- Description gaps: add measurements, clearer photos or fit notes to the listing
- Shipping issues: improve packaging or review your courier choice
- Service issues: create saved replies and set response time targets
Our article on returns policies that feel fair helps you handle refund requests consistently.
When a review breaks the rules
Sometimes a review contains abusive language, personal information or content unrelated to the product, or comes from what looks like a competitor. Marketplaces usually provide a way to report reviews that break their guidelines. Use it for genuine violations only, and provide clear evidence. Do not expect every unfair review to be removed. The platform decides.
Grow your positive reviews
The best defence against one bad review is many good ones. Encourage happy buyers to leave feedback:
- Ship fast and pack carefully
- Include a thank-you card asking for an honest review
- Follow up politely through chat after delivery, within platform rules
- Respond warmly to positive reviews too
Over time, a steady flow of genuine positive reviews puts the occasional negative one in context. Our guide to collecting customer reviews that do not look fake shows how to build this habit.
Use reviews as free research
Once a month, read through all your recent reviews, good and bad, and note recurring themes. Buyers often tell you exactly what they love and what disappoints them: the packaging, the size, the smell, the speed of delivery. Positive themes are great material for your listing descriptions and ads. Negative themes are your improvement list for next month.
Share the findings with anyone who packs orders or answers chat. When the whole team knows which complaints are common, they can prevent them before they happen.
FAQ
Can I ask a buyer to change their review?
If you have fully solved their problem, you may politely let them know they are welcome to update their feedback, but do not pressure or pay them. Check the platform's rules first.
Should I reply to every negative review?
Yes, ideally. A short, polite reply shows shoppers you care. Silence can look like you do not.
Do negative reviews affect my shop ranking?
Ratings and shop performance can influence how marketplaces show your shop and products, so look after your overall service quality.
Negative reviews are part of selling online. Stay calm, reply with solutions, fix the cause and keep earning positive reviews, and your shop will come across as one buyers can trust.