How To Remove Invalid Or Incorrect Customer Reviews

Key Points:

• TikTok Shop does not tolerate customer reviews that are designed to mislead or manipulate other platform users.
• Report any invalid or incorrect customer reviews via the Product Ratings page in Seller Center.

What Constitutes An Invalid Or Incorrect Customer Review?

• Multiple malicious reviews
  • Reviews from a single customer who made repeat purchases and left a negative review each time
  • A single customer who posts 1-2 star reviews on multiple shops and none of their reviews has any content

• This also includes reviews left on orders placed during a TikTok Shop LIVE, where the review does not reflect a genuine post-purchase experience and is part of a pattern of coordinated negative reviewing.
• Coercive reviews - Review that a customer offers to remove in exchange for free products, samples, refunds, or other services
• Competitor reviews - Review left by a competing seller to attack your shop or product

What Constitutes A Harmful Review?

• Violent, illegal, or hateful content - e.g. Reviews contain hate speech, life-threatening, or regulated good.
• Harassment and bullying - e.g. Reviews that target individuals with abuse or threats to sellers.
• Adult or explicit content - e.g. Reviews containing sexual or child exploitation emojis/text/pictures.
• Dangerous acts - e.g. Content that encourage self-harm, suicide, or other dangerous behaviors.
• Logistical problems - e.g. Negative reviews about shipping delays or carrier-related issues that are not the seller's fault.
• Inaccurate and Misleading Review - e.g. Reviews that provide false information.
• Traffic diversion reviews - e.g. Promotion link contained in the reviews.

How To Report An Invalid Or Incorrect Customer Review?

IMPORTANT: This feature is currently only available for select sellers. If you are unable to report customer reviews using the feature described below, you can do so by submitting a ticket via the Help Center.Step 1: Head over to the Product Ratings page in Seller Center.
Step 2: Find the review that you want to report. Use the filters if needed. Click on Review details, and then Report review.
Step 3: Select a reason from the available options in the drop-down list. Explain why the review is invalid or incorrect. Upload relevant supporting information. Click Submit when you are ready.
Step 4: Monitor the status of your report.

❗Submitting a report does not guarantee the review will be removed. It only ensures that your report will be reviewed. We will then decide, at our discretion, whether to approve your report.

Best Practices When Reporting Customer Reviews

The supporting information you need to submit depends on the type of review in question.

What To Submit When Reporting Multiple Malicious Reviews

Customers who post multiple malicious reviews typically exhibit bad intent. When reporting these reviews, upload the following evidence:

• Screenshots of your chat with the customer to prove their bad intent. These should show that they never replied to your messages or refused to engage with you in good faith. OR
• Screenshots of the customer's review history across multiple shops showing a pattern of 1–2 star reviews with no substantive content. OR
• Screenshots of the relevant product listing to prove the customer's review has no relevance to the product.

An example would be a customer leaving a negative review that the protein powder you sell did not help with their weight loss. Upload a screenshot of the product listing to prove you emphasized that the protein powder is only a supplement, and does not replace the necessity for a healthy, balanced diet and regular exercise.

What To Submit When Reporting Coercive Reviews

Coercive reviews involve a customer threatening to leave or offering to remove a negative review in exchange for compensation. When reporting these reviews, upload the following evidence:

• Screenshots of chat conversations where the customer explicitly requests free products, refunds, or other compensation in exchange for changing or removing their review. OR
• Screenshots of messages where the customer threatens to leave a negative review unless their demands are met.

What To Submit When Reporting Competitor Reviews

The key evidence is proof that the review was posted or engineered by a competing seller. When reporting these reviews, upload the following evidence:

• Evidence proving that the customer who posted the review is connected to a competing seller. OR

An example would be a screenshot of the order details showing that the customer's delivery address is the same as a competing seller's warehouse or business address.

• Screenshots of review bombing on similar products sold by other sellers in your category. OR
• Screenshots of your Manage Orders page in Seller Center showing that a large number of orders were made for the same product within a very short period, and all orders received negative reviews.

Frequently Asked Questions (FAQ)

Is there a time limit for reporting reviews?

• Yes, you must report a review within 30 days of it being posted.

• You can only report a review once.

Is there a limit on the number of reviews I can report?

• We want to protect our sellers from malicious or abusive customers, so there is no limit on the number of reviews they can report. That said, if we suspect that a seller is misusing this tool, the seller will be blocked from submitting reports.

What happens after I submit a report?

• Once submitted, your report will be reviewed by TikTok Shop. You can monitor the status of your report on the Product Ratings page. Submitting a report does not guarantee removal — we will assess the report and act at our discretion where a policy violation is confirmed.

What if I disagree with the review case result?

• You may contact customer support to appeal once.