How to Stop Negative Reviews from Spiraling

The Cost of Ignoring Negative Feedback

A single 1-star review on Amazon can drop conversion rates by up to 20%. On social media, a viral complaint video can do even more damage. Speed is your only defense.

The 5-Minute Rule

Our data shows that responding to a negative review within 5 minutes increases the chance of the customer updating their review by 40%. It shows you care.

The A.C.T. Framework for Responses

When crafting a reply, don't be defensive. Use the A.C.T. method:

• Acknowledge: Validate their frustration. "I'm so sorry to hear the battery died."
• Correct: Explain what you will do. "We are shipping a replacement unit immediately."
• Take Offline: Move the conversation to email. "Please reply to our DM so we can get your address."

Detecting "Fake" Negative Reviews

Competitor sabotage is real. Look for patterns:

• Generic complaints ("Item is bad") without specifics.
• Reviews posted in clusters (5 reviews in 1 hour).
• Profiles with no other activity.

If you suspect foul play, use VocDesk to flag these patterns and report them to the platform with evidence.