If you’ve been looking to start your very first eCommerce business, you might have visited review sites like Trustpilot to make sure you picked the best platform. And then you might have seen something like this:
And then you might be scratching your head, wondering if all eCommerce platforms are bad. Well, we’re here to debunk all of that and tell you the real reason why these platforms seem to get so many bad reviews.
Who Sends These Bad Reviews?
First, let’s answer who sends those bad reviews. Believe it or not, these people aren’t shop owners!
Instead, these are just angry customers who bought from a store built on the platform! Just take a look at this review of Shoplazza:
As you can see, this person wasn’t using the platform to build their eCommerce business.
Instead, they were angry that an advertisement had misled them.
Why Do They Write Unrelated Reviews?
Now that you have a better understanding of the reviews, you might be wondering: “Why do they write them to eCommerce platforms instead of the store responsible?” Well, this happens for two reasons:
And if these two conditions are met, some confused customers might think that the store is associated with the eCommerce platform, which makes them write their reviews there!
Dealing with Unrelated Reviews
Now that you understand the situation, we’d like to talk about our two suggestions for dealing with this problem and preventing ruining the first impression for your users.
Think about it. Would you start an online store on a platform that has terrible reviews? Probably not.
So here are the two suggestions:
First, eCommerce platforms should start taking action against these negative reviews. They should do everything in their power to remove these misleading reviews. This way, negative reviews will reflect directly upon individual vendors, as opposed to an entire ecosystem in which quality vendors also exist.
I’d also suggest sending those angry clients a message about why their reviews are being reallocated. That way, customers can understand that they’re sending the review to the wrong place.
And secondly, review sites like G2 and Trustpilot must also start taking action against these reviews. For example, instead of removing them completely, they could categorize these reviews more specifically based on where they are coming from.
For instance, you could have, in one place, store owners who write reviews about the platform, while customers can have their voices heard in the customer section.
These bad reviews on Trustpilot are misleading. That’s because many of them are from angry customers who had less than ideal shopping experiences in one of the thousands of online stores hosted by the platforms.
When you’re deciding on Shoplazza or any other eCommerce platform, take the bad reviews with a grain of salt. Please read them, and find the ones that directly address the platform, as opposed to tirades against particular sellers. Stay informed, and you’ll always be making the best decision.
(Contributed by Andreas Ojala & Hermes Fang)