In your seller account, under ‘Beoordelingen’ you will find all the reviews you have received and, especially in the case of a negative review, it can be valuable to contact the customer. Because by talking to each other, you can turn a negative experience into a positive one and perhaps offer a solution. If you want to get in touch, click ‘E-mail de klant’ at the relevant review in your seller account.
Tips to surprise and appreciate your customer
It is up to you to make an appropriate response, to which these three general tips can help you:
- Respond quickly, positively and personally.
- Show empathy for the customer and his negative assessment.
- Offer the customer a solution, even when it is not your fault.
The positives of negative reviews
Having some negative reviews is not necessarily a bad thing, because it is precisely by showing negative reviews as well that you come across as more credible in the eyes of the customer. After all, it may well happen that someone is not satisfied. This is why three quarters of people who search for reviews online also deliberately look for negative reviews. Potential customers may become suspicious if they do not find them. It is precisely by finding negative reviews and showing how you deal with them that you can gain the customer’s trust.
So don’t ignore a negative review!
After you have contacted the customer, you can send him a new review request once from your seller account. This is done using the steps below:
In your seller account, in the ‘Beoordelingen’ menu, click on the text ‘Opnieuw laten beoordelen’. Note: this can only be done after you have contacted the customer via ‘E-mail de klant’.
Once the new assessment request has been sent, the text ‘Opnieuw laten beoordelen’ appears at the ‘Beoordelingsverzoek verzonden’ spot, along with the date.
The client receives a new assessment request and is asked for an overall assessment grade only. Here the client can give a brief explanation.
When the customer has entered a new rating, it appears under the heading ‘Nieuwe algemene beoordeling’. This new grade is used to calculate your average assessment grade. The other grades remain from the first assessment.
The rating on your personal shopping page now also changes.