Hello Seller!
When a buyer submits a complaint, you will enter the process moderation. At this stage, you as a seller are required to provide a response as quickly as possible — so that the problem is resolved quickly and the store's performance is maintained.
Unfortunately, there are still many sellers who are slow to respond to this process, even to the point of not responding at all. This is a big risk for your store!
🚨 Impact If You Are Late or Do Not Respond to Moderation:
❌ The system can decide Buyer wins because there is no response from the seller
❌ Balance returned to buyer and you can't object
❌ Store reputation is declining, because it is recorded as an uncooperative seller
❌ Can trigger bad rating & buyer trust decreases
❌ If it happens often, the store can be CLOSED by the system.
✅ How to Deal with Complaints (Moderation) Wisely:
1. Set the Moderation Check Schedule on the Seller Dashboard
Please check and reply immediately by providing proof of direct delivery from a valid supplier.
2. Be Professional and Objective
Avoid emotions. Explain the situation with clear evidence or chronology (eg: screenshots, proof of delivery, etc.).
3. Monitor Active Emails and Notifications
Don't miss information from the system regarding complaint status.
💡 Important Tips:
“Silence during moderation = considered agreement. Quick response can save your reputation & income!”
🎯 Conclusion
The moderation process (complaint) is an important moment to defend your store. Don't take it lightly, because one complaint can have a big impact.
Come on, make it a habit to check moderation regularly and always respond quickly and clearly!