Product Review (Backend) Training

Crazysales product reviews are customer reviews on the items they purchased from Crazysales. Customer reviews are often unsolicited information left by the customers. They provide a quick summary of the customer's experience with the organization, product, or service. Reviews can be good, bad, neutral, long, or short. They can also be detailed and packed with useful consumer insights, or lacking in any usable information. Reviews are critical to the health of the business.

Depending on the ratings and comments, they must be approved or declined on our end. Approved reviews will appear on the item listing page's Customer Reviews Section on our website and the customer receives Crazypoints for their review. On the other hand, declined reviews will not appear on our website and customer will not receive any points.

Procedures:

1. Go to https://admin.crazysales.com.au/admin.php?startdate=&enddate=&state=0&keywordtype=c.product_code&keyword=&submit=Search&dpt=review&sub=manage and you shall see a list of customer reviews for Crazysales items under Processing status if there is any.

2. Check the details on the review based on the following order:

A. The Overall product rating ranges from 1 to 5 (1 being the lowest and 5 being the highest).

B. The Overall service rating can either be Positive or Negative. The Delivery time and Customer service ratings ranges from 1 to 5 (1 being the lowest and 5 being the highest).

C. The Review Title

D. The Review Content is normally where the customer states their comments on their experience/s on their purchase.

E. The Order ID. You can click it to be redirected to the order details of the customer.

F. Approve Button - Use this button to approve a customer review if it meets the following requirements:

1. Overall product rating must be 4 or 5 and,

2. Overall service rating must be Positive and,

5. Delivery time and Customer service ratings are 4 or 5 and,

6. Review Title and Review Content does not include any unpleasant, bad or negative comment.

D. Decline Button - Use this button to decline a customer review if it does not meet the above requirements or if:

1. Overall product rating is 3, 2 or 1 and,

2. Overall service rating is Negative and,

5. Delivery time and Customer service ratings are 3, 2 or 1 and,

6. Review Title and Review Content include any unpleasant, bad or negative comment.

3. Approve or Decline the review after carefully checking the details and ratings provided by the customer based on the above conditions. If the customer mentioned an issue with the order, such as delivery concerns, item being defective or with missing parts, or any aftersales concern that might need our help or assistance, please create a new ticket in Kayako to contact the customer, ask proof and provide an appropriate assistance afterward. Do not forget to log notes on the backend.

Suggested Template: Product Review AU

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