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. This guide explains how sellers can report these reviews to help maintain a trustworthy platform.
• Report any invalid or incorrect customer reviews via the Product Ratings page in Seller Center. Please note that this feature is currently only available for select sellers.

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. These reviews do not reflect a genuine post-purchase experience and are 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 negatively impact your shop or product

What Constitutes A Harmful Review?

• Violent, illegal, or hateful content: For example, reviews that contain hate speech, are life-threatening, or mention regulated goods
• Harassment and bullying: For example, reviews that target individuals with abuse or threats to sellers
• Adult or explicit content: For example, reviews containing sexual or child exploitation emojis, text, or pictures
• Dangerous acts: For example, content that encourages self-harm, suicide, or other dangerous behaviors
• Logistical problems: For example, negative reviews about shipping delays or carrier-related issues that are not the seller's fault
• Inaccurate and Misleading Review: For example, reviews that provide false information
• Traffic diversion reviews: For example, promotion links 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: Go 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. If your report is approved, the review will be removed.

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

When reporting multiple malicious reviews from the same customer, upload the following evidence:

• Screenshots of your chat with the customer showing 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. To prove your case, upload a screenshot of the product listing. It should show you emphasized that the protein powder is only a supplement and does not replace 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.

How many times can I report a review?

You can only report a review once

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

There is no limit on the number of reviews you can report. However, if we suspect that a seller is misusing this tool, the seller may 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.