Customer Review Requests Best Practices and FAQs

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This guide is for all sellers and creators on the platform. Helping customers share honest feedback can support trust and improve your service. This guide explains how to ask for reviews in a compliant, respectful way without pressuring customers or influencing what they say. It focuses on practical actions you can use in messages, after-sales follow-up, and LIVE or product-related communication.In this guide, you will learn about:

how to invite honest customer reviews in a neutral and compliant way
what kinds of review requests cross the line into manipulation or pressure
how to use simple wording that encourages feedback without shaping the outcome
how to avoid common mistakes when following up after delivery or customer service interactions
when to use official platform-supported review features instead of creating your own incentives

Violating these rules may result in penalties under our Seller Enforcement Policy, including content removal or account restrictions. For detailed policy language and related enforcement guidance, refer to the Review Policy and the Seller Enforcement Policy.
Quick takeaway: Ask for honest feedback, ask all customers fairly, and never offer rewards, pressure, or special treatment in exchange for a review.

Best Practices

When you ask for a review, your goal should be to collect genuine customer feedback, not to steer customers toward a positive result. The safest approach is to keep your request neutral, optional, and consistent.

What to do

Ask for honest feedback: Use simple, balanced language such as “We would appreciate your honest feedback about your experience.”
Keep the request optional: Make it clear that leaving a review is the customer’s choice.
Ask broadly and fairly: Use the same review request approach for all customers instead of only reaching out to satisfied buyers.
Focus on improvement: Invite customers to share what worked well and what could be better.
Use neutral post-delivery follow-up: After an order arrives, you may remind customers to leave a review if they would like to.
Stay careful after resolving an issue: If a problem has been fixed, you may let the customer know they can share their experience. You must not ask for a positive review in return.
Use official platform tools when incentives are allowed: If there is an approved incentivized review feature, use that official option rather than creating your own reward program.
Keep LIVE reminders neutral: If mentioning reviews during LIVE, remind customers they can leave an honest review after trying the item.

What not to do

Do not offer money, discounts, gifts, or refunds in exchange for a review.
Do not ask for only positive reviews or suggest a star rating.
Do not ask unhappy customers to stay private while encouraging happy customers to post publicly.
Do not pressure customers to remove or change negative reviews.
Do not suggest that support depends on the review outcome.
Do not ask employees, friends, or other non-genuine buyers to leave reviews.
Do not create fake-order or reimbursement schemes tied to feedback.
Do not use threatening or coercive language in any review request.

Do and Don’t guidance

Acceptable Ways to Ask for Customer Reviews/Feedback

Scenario	Example Message	Why It Is Acceptable
General feedback request	“Thank you for your purchase. We’d appreciate your honest feedback about your experience with the product.”	Neutral request for honest feedback with no incentive or pressure.
Post-delivery follow-up	“We hope your order arrived safely. Feel free to leave a review and let us know how we did.”	Encourages reviews generally without manipulation.
Asking all customers equally	“Your feedback helps us improve our products and service. Please share your experience if you have time.”	Not selectively targeting only satisfied buyers.
Customer service resolution + optional review	“We are glad we could resolve your issue. If you would like, you can share your experience through a review.”	Does not require or pressure the customer to leave a positive review.
Using official TikTok Shop incentivized review feature	“Leave a review through the official TikTok Shop Incentivized Review program.”	Allowed because it uses the platform-approved feature.
Product improvement feedback	“Please let us know what you liked or what we can improve.”	Focused on genuine feedback collection.
Neutral LIVE reminder	“If you purchased this item, feel free to leave an honest review after trying it.”	No incentive or manipulation involved.

Prohibited / Non-Compliant Review Practices

Scenario	Example Message	Why It Is Prohibited
Offering money for positive reviews	“Leave a 5-star review and receive a $10 gift card.”	Incentivizing reviews outside official TikTok Shop tools.
Refund in exchange for review	“We can refund your order if you change your review to 5 stars.”	Attempting to manipulate review content.
Discount for positive feedback	“Send us a positive review screenshot for 20% off your next purchase.”	Incentivized review manipulation.
Selectively asking happy customers only	“If you’re satisfied, please leave us a review. If not, contact us privately.”	Suppresses negative reviews and manipulates ratings.
Requesting review removal	“Please delete your negative review and we’ll resolve the issue.”	Pressuring removal/modification of reviews.
Asking employees/friends to review	“Have your friends leave positive reviews for our shop.”	Artificially inflating reviews.
Fake order/review exchange	“Place an order and we’ll reimburse you after you leave feedback.”	Fraudulent review manipulation.
LIVE stream incentive	“Anyone who leaves a 5-star review during this LIVE gets a free gift.”	Incentivized reviews through LIVE communication.
Threatening customers	“Negative reviews may affect your future support requests.”	Coercive and manipulative behavior.
Review gating	“Contact us before leaving any negative review.”	Attempts to filter or suppress negative feedback.

How to Access Official Review Tools

If your shop has access to an official incentivized review feature, use that approved workflow instead of creating your own reward or coupon program outside the platform. In Seller Center, go to Products > Product Ratings to review customer feedback, and use the Incentivized reviews tab only when that official feature is available to your shop.

Frequently Asked Questions (FAQs)

Can I ask a customer to leave a review after they receive their order?

Yes. You can send a neutral follow-up asking for honest feedback after delivery. You should keep the message optional and avoid suggesting what kind of review the customer should leave.

Can I offer a coupon or refund if someone leaves a positive review?

No. You should not offer money, gifts, discounts, refunds, or any other benefit in exchange for a review, especially a positive one.

Can I ask only satisfied customers to post reviews?

No. You should not screen for happy customers and send others somewhere else. Review requests should be fair and not designed to filter out negative feedback.

Can I ask a customer to change or remove a negative review after I solve their problem?

No. You can resolve the customer’s issue, but you should not pressure them to delete, edit, or improve a review as part of that resolution.

Can I mention reviews during a LIVE session?

Yes, if you keep it neutral. You can remind buyers that they are welcome to leave an honest review after using the product, but you should not tie reviews to gifts or rewards.

Can I use an incentivized review program if the platform provides one?

Yes. If there is an official platform-supported feature for incentivized reviews, you should use that approved tool rather than creating your own workaround.

Customer Review Requests Best Practices and FAQs

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