How do you manage reviews and questions on Trendyol?
A question waits on the product page, a review sits unanswered. On a marketplace, customers read the questions and reviews before they ever meet the seller. An unanswered question is a sale stuck at the door. 💬
Reviews and questions affect both conversion and seller ratings. This area is a shop window to be managed every day.
Short answer: answer questions the same day and negative reviews politely and with a fix; move repeated questions into the listing. Reviews grow through good experience and on-time delivery. ⭐
Note: Trendyol’s commission, scoring and campaign rules change from time to time; check the current rule in the seller panel.
Questions
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- Same-day answers
- Clear and short
- Not sales talk
- Move to the listing
Four rules. ❓
Same-day answers
The person asking is very close to buying; waiting loses them. ⏱️
Clear and short
Size, compatibility, delivery time; a direct answer. 🎯
Not sales talk
Honest, no exaggeration; wrong expectations become returns. 🤝
Move to the listing
Repeated questions are added to the description; see the listing guide. 📋
Negative reviews
BU BÖLÜMÜN ÖZETİ
- A calm reply
- Acknowledge, show the fix
- Platform channels
- Root cause
Four principles. ⚖️
A calm reply
It’s written for everyone reading, not just that customer. 🧊
Acknowledge, show the fix
Not defence; briefly what was done. 🔧
Platform channels
Use the platform’s contact routes for fixes; within the rules. 📜
Root cause
If the same complaint repeats, the product or packaging changes. 🔍
Growing reviews
BU BÖLÜMÜN ÖZETİ
- On-time delivery
- Careful packaging
- Setting expectations right
- No rule-breaking
Four natural routes. 🌱
On-time delivery
Fast, trouble-free delivery is the basis of good reviews; see the shipping guide. 🚚
Careful packaging
A clean pack and a short thank-you note; within the rules. 💌
Setting expectations right
Accurate images and details prevent disappointment. 🎯
No rule-breaking
Review swaps, fake ratings or discounts for reviews break the rules. ❌
Getting data from reviews
BU BÖLÜMÜN ÖZETİ
- Product
- Packaging and damage
- Delivery
- Expectation
Four tags. 🏷️
Product
Quality, size, colour; a product decision. 📦
Packaging and damage
Box, protection; an operations decision. 📦
Delivery
Time, courier; a logistics decision. 🚚
Expectation
“Not like the photo”; a listing decision. 🖼️
Four common mistakes
BU BÖLÜMÜN ÖZETİ
- Letting questions pile up
- Argumentative replies
- Template replies
- Ignoring complaints
All four damage trust. 🚧
Letting questions pile up
Questions waiting for days lose sales. 🔕
Argumentative replies
A seller arguing with a customer loses every reader. 🗣️
Template replies
The same line under every review reads as indifference. 🔁
Ignoring complaints
Repeating problems lower the score. 📉
What should I do today?
BU BÖLÜMÜN ÖZETİ
- Step 1: clear waiting questions
- Step 2: answer negative reviews
- Step 3: tag reviews
- If you want help
Three steps, one hour. 🪜
Step 1: clear waiting questions
All open questions; today. 💬
Step 2: answer negative reviews
Last month’s unanswered negatives; polite and short. ⚖️
Step 3: tag reviews
Product, packaging, delivery, expectation; which topic is most common? 🏷️
If you want help
Let us set up your reviews and questions routine: use the consult your expert form. For your current setup see the digital audit; the bigger picture sits on the Trendyol consulting package page. 🎯
Related reading from the archive: collecting reviews · a wave of negative reviews.
📝 Notes From the Field
A seller’s product pages had dozens of questions unanswered for days. Answering moved into a daily evening round, repeated questions went into descriptions and negative reviews were tagged. The commonest complaint turned out to be packaging damage, so the box was changed. Questions fell, conversion rose and the negative review rate dropped.
📖 Short Glossary
Product question: a question asked before buying. Review: a customer’s comment and rating on product and seller. Root cause: the real source of a repeated complaint. Tag: a review’s topic.
⚡ Quick Summary
Questions and reviews are the marketplace’s daily shop window. 💬 Answer questions the same day, clearly and honestly; move repeated ones into listings. Reply to negative reviews calmly with a fix and find the root cause. Reviews grow through good experience; rule-breaking routes are violations. Tag reviews by product, packaging, delivery and expectation.
🎯 Next Step
Let us set up your reviews routine: use the consult your expert form. Returns sit in the return rate guide; for your setup see the digital audit.
Frequently Asked Questions
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Only reviews breaking platform rules can be reported. A review can’t be removed for being negative; a good reply is the strongest tool.
Platform rules may limit parcel inserts and review requests. Check the current rule.
Marketplaces generally restrict directing customers off-platform. Keep all communication within the rules.