🔥 I woke up feeling great about my growing TikTok Shop—until I saw it. A 1-star review. And the worst part? It wasn’t even true. In that moment, I knew I had to act fast, or my shop was at risk.
It wasn’t easy but I was able to get it done. Now I am sharing the exact steps I took.
I quickly opened the review. The customer claimed that the product was never delivered. I panicked for a moment, but then I took a deep breath and started investigating.
Step 1: Verify the Claim
The first thing I did was check the tracking information. To my relief, the tracking clearly showed that the package had been delivered.
Step 2: Gather Evidence
I took screenshots of:
- The order details
- The tracking information (showing the delivery date and time)
- Any additional proof from my shipping carrier
Step 3: Contact the Customer (If Possible)
I reached out to the customer through TikTok Shop messages, politely asking if they had checked with neighbors or household members. Sometimes, packages are mistakenly placed in a different spot.
Unfortunately, the customer didn’t respond.
Step 4: Submit a Review Removal Request
Since I had clear evidence that the product was delivered, I submitted a request to TikTok Shop Support to dispute the review. Here’s exactly what I did:
- Go to the TikTok Shop Seller Center
- Navigate to the “Reviews” section
- Find the negative review in question
- Click on “Report” or “Dispute”
- Attach all supporting evidence, including tracking details and screenshots
- Explain the situation clearly and professionally
- I wrote something like this:
“Dear TikTok Support, the customer left a negative review claiming the product was not delivered. However, our tracking shows it was successfully delivered on [date] at [time]. I have attached all the necessary proof. Please review and remove the rating, as it is not a valid reflection of the product or our service. Thank you.”
- I wrote something like this:
Step 5: TikTok Support Refuses the Request
After submitting the dispute, I waited for TikTok Shop Support’s response. Unfortunately, they denied my request, stating that the review did not violate their Terms of Service. This was frustrating because the review was clearly inaccurate and unfairly impacting my store.
Step 6: Attempt Direct Customer Contact
Since TikTok refused to remove the review, I decided to call the customer directly.
- I called and asked for them by name to confirm I was speaking to the right person.
- Once they confirmed, I introduced myself—and they immediately hung up and stopped answering my calls.
- Here we go again…
I was about to start collecting more evidence for TikTok support, including our message communication within the TikTok platform and my attempts to contact them via phone. But before doing that, I decided to give it one last shot—and IT WORKED.
Step 7: The Winning Message
Here is the exact message that finally got the customer to respond:
Your TikTok Shop order #: 125363738383883
Item: ABC xxxxxxx
Good morning! We want to make sure you received your product!
Can you please give me a call back when able to resolve this?
Shortly after sending this message, the customer responded, saying they had actually received the package a couple of days later. Now, it was my turn to make a move and request a change to the review.
Step 8: Requesting the Review Change
I sent two messages back-to-back:
First Message:
“I am so happy to hear that you received the product!!! Thank you for letting me know! Would you mind changing your review to mention that you have now received the product?”
Second Message:
“To change a review you left for a product bought on TikTok Shop, follow these steps:
How to Edit or Delete Your Review on TikTok Shop:
- Open the TikTok App and log in.
- Tap on “Profile” (bottom right corner).
- Tap the three-line menu (☰) in the top right and select “Settings and privacy.”
- Go to “Orders” under the “TikTok Shop” section.
- Find the product you reviewed and tap on it.
- Scroll down to your review and look for an “Edit” or “Delete” option.
- Make changes and save.
If you don’t see an edit option, try deleting the review and posting a new one.
Let me know if you need further help!”_
Step 9: Success! Review Removed
A few hours later, the customer responded, saying they had deleted their review. I checked, and it was confirmed—mission accomplished!
Key Takeaways
- Not all disputes will be successful, even with solid evidence.
- Attempt direct communication via multiple channels—some customers may respond better to a simple, polite message.
- Clearly explain to customers how to change or remove their review.
- Always remain professional and address negative reviews strategically.
- Encourage satisfied customers to leave positive reviews to balance out unfair ratings.
- Improve communication with buyers to minimize misunderstandings.
If you’re a TikTok Shop seller facing a similar issue, don’t panic! Even if TikTok doesn’t remove the review, there are ways to mitigate its impact.
Have you ever had a review dispute denied? Share your experience in the comments!