Managing Customer Reviews: How to Respond, Report, and Encourage Feedback

Customer reviews are a vital part of your reputation on Elexbig.

 Here's what you need to know:

• Customers can only leave reviews after completing a purchase through Elexbig
• Reviews typically cover product quality, accuracy of description, and service experience
• Ratings are displayed publicly on your product listings and vendor profile page
• All reviews remain visible unless they breach Elexbig's policies

Important: Reviews cannot be removed simply because they're negative, they reflect real customer experiences and help build trust in the marketplace.

Positive reviews start with excellent service. You're welcome to encourage reviews, but only through appropriate methods:

• Provide outstanding service and accurate product descriptions
• Use high-quality, professional packaging that creates a memorable unboxing experience
• Rely on Elexbig's automated review prompts, they're sent to customers after delivery
• Include a simple thank-you note in your packaging (without directly asking for reviews)

Strictly prohibited: You must not offer discounts, gifts, refunds, or any incentives in exchange for reviews. This breaches Elexbig's policies and may result in penalties, including account suspension.

Pro tip: The best way to get great reviews is to exceed expectations. Accurate descriptions, fast dispatch, and quality products naturally lead to positive feedback.

Reviews help ELEXBIG understand customer experiences and maintain high marketplace standards. Only the ELEXBIG team can respond to, manage, or moderate customer reviews.

Vendors cannot post direct replies to customer reviews.

• Thank the customer for sharing their experience
• Acknowledge positive feedback about the product, vendor, or service
• Highlight ELEXBIG's commitment to customer satisfaction
• Keep the response friendly, professional, and concise

• Acknowledge the customer's concern respectfully
• Apologise where appropriate for any inconvenience caused
• Review the order, vendor, delivery, or service details involved
• Explain the steps being taken to address the issue where appropriate
• Direct the customer to ELEXBIG Support if further assistance is required
• Maintain a professional, respectful, and empathetic tone

ELEXBIG aims to maintain a fair and trustworthy review system. Where a review appears inaccurate, misleading, abusive, fraudulent, or otherwise violates ELEXBIG's review policies, the ELEXBIG team may:

• Review the circumstances surrounding the review
• Verify relevant order or transaction information
• Take appropriate action in accordance with ELEXBIG's policies
• Remove or restrict reviews that violate applicable policies
• Respond professionally where a public response is appropriate

A thoughtful response from the ELEXBIG team to a negative review can turn a one-off mistake into proof of excellent customer care. Future customers are watching how ELEXBIG handles criticism.

The ELEXBIG team aims to review and respond to customer reviews within 48–72 hours where a response is appropriate. Prompt responses show that ELEXBIG takes customer feedback seriously and is committed to maintaining a trusted marketplace.

Note: A slow, dismissive, or defensive response can negatively affect customer confidence. ELEXBIG aims to keep all review responses professional, respectful, and helpful.

Honest customer feedback and genuine criticism are allowed. However, reviews containing abusive, fraudulent, misleading, or prohibited content may be reviewed and removed or restricted in accordance with ELEXBIG's policies.

The ELEXBIG team may investigate reviews that contain:

• Offensive, discriminatory, or abusive language
• Personal attacks, threats, or unnecessary personal information
• Irrelevant or misleading claims
• Reviews for products or transactions that cannot be verified
• Spam or attempts to promote unrelated products, vendors, or websites
• Extortion attempts, such as threatening a negative review unless a refund, discount, or other benefit is provided
• False information that is clearly contradicted by verified order or transaction records
• Content that otherwise violates ELEXBIG's review policies

Only the ELEXBIG team can manage and respond to customer reviews.

1. Review the content of the review
2. Check relevant order and transaction records
3. Contact the vendor or customer for additional information where necessary
4. Request supporting evidence, such as order records or screenshots
5. Determine whether the review complies with ELEXBIG's policies
6. Remove, restrict, or retain the review based on the findings
7. Take additional action where fraud, abuse, or other policy violations are identified

Important: Vendors should not engage in public arguments with customers or attempt to pressure customers to change or remove reviews. Any concerns about a review should be raised with the ELEXBIG team through the appropriate support channel.

Because ELEXBIG manages customer reviews, vendors should focus on the quality of the products and services they provide.

• Regularly check their Vendor Dashboard for customer feedback and order issues
• Take customer complaints seriously and cooperate with ELEXBIG investigations
• Use recurring negative feedback to improve product descriptions, packaging, delivery, and fulfilment
• Ensure product information is accurate and complete
• Maintain professional communication with customers through ELEXBIG's approved communication channels
• Never argue publicly with a customer about a review
• Never offer incentives in exchange for positive reviews or review removal
• Provide accurate information to ELEXBIG when a review or customer complaint is investigated

Pro tip: Pay attention to recurring customer feedback. Consistent complaints about the same product, packaging, delivery time, or product description can help identify areas that need improvement.

Can vendors respond directly to customer reviews?

No. Only the ELEXBIG team can respond to, manage, or moderate customer reviews. Vendors cannot post public responses to reviews. If a vendor believes a review requires clarification or investigation, they can provide relevant information to the ELEXBIG team.

Vendors should not pressure or manipulate customers to leave positive reviews. Where ELEXBIG provides review-request tools or automated review reminders, vendors should use only the approved ELEXBIG processes. Reviews must represent genuine customer experiences.

Yes. A vendor may raise a concern with the ELEXBIG team if they believe a review violates ELEXBIG's review policies.

ELEXBIG aims to review and respond to reviews within 48–72 hours, where a response is appropriate.

This may constitute review manipulation or extortion and should be reported to the ELEXBIG team.

No. ELEXBIG manages its own review responses. Vendors cannot edit, delete, or modify responses posted by the ELEXBIG team.

The vendor should notify the ELEXBIG team and provide any relevant order or product information.

Customer reviews and ratings can influence customer trust and purchasing decisions. ELEXBIG may also use review and customer-feedback information as part of marketplace quality monitoring and vendor performance assessment.

Vendors should therefore focus on providing accurate product information, quality service, reliable fulfilment, and a positive customer experience.

Not simply because it is negative.

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