How does Revi handle negative reviews?

At Revi, we believe in transparency and the constructive value of all reviews, including negative ones. Our system is designed to help you manage and respond to such feedback in a professional manner, always prioritizing healthy customer relationships and continuous improvement.

Negative reviews are not removed unless they violate our Terms and Conditions. Revi does not moderate content for commercial reasons, only in the following cases:

• It contains insults, threats, or offensive language

• It shares personal information without consent (e.g., phone numbers, addresses)

• It is clearly fraudulent or not from a real buyer

👉 Check our Policies in section 10 to learn more.

When a customer leaves a negative review, it is not published right away. At Revi, we understand that many negative experiences may be due to issues outside your store’s control (such as shipping delays, courier mistakes, or miscommunication).

That’s why we offer a 7-day window during which the review remains hidden, giving you time to resolve the issue privately with the customer using our mediation tool.

This delay encourages communication and gives you a fair opportunity to turn the situation around before the review goes public.

Mediation is a tool designed to help you manage negative reviews privately and constructively with the customer, before the review is published permanently.

📍 Where is it activated?

When you receive a negative review, you can access it from your dashboard under the Reviews section.
There you’ll see the "Open Mediation" option, which is only available for negative reviews.

⏳ What happens when you activate mediation?

By default, a negative review is not published for the first 7 days.

If you choose to open mediation, Revi automatically extends that period to 14 days.

This gives you more time to communicate with the customer and resolve the issue before the review becomes visible to the public.

💬 What can you do during mediation?

• Contact the customer privately from within your Revi dashboard

• Explain the situation or offer an apology if necessary

• Offer a concrete solution (refund, replacement, additional information, etc.)

• Kindly ask the customer to modify their review once the issue has been resolved

🔁 What if the customer agrees?

Once the customer confirms that the issue has been resolved, they’ll receive a link to edit their review.

This allows you to turn a negative experience into a positive—or at least fair—review that reflects your store’s effort to make things right.

🤝 What can you do about a negative review?

1. Use the Mediation Tool

Revi offers a Mediation feature that allows you to open a private communication channel with the customer to resolve the issue.

From there, you can:

• Respond politely

• Propose solutions

• Kindly ask the customer to update their review once the issue is resolved (optional and voluntary)

⚠️ If the customer is unresponsive and doesn't reply through mediation, we recommend posting a public response directly from the Reviews section. This helps demonstrate your willingness to solve the issue and maintains your brand’s reputation.

2. Post a public reply

You can publish a public response from your dashboard, visible next to the review. This shows future customers that you take responsibility and are committed to resolving problems.