If you’re selling hair extensions on TikTok Shop, you know how critical reviews are. A single bad review—whether due to mismatched color, slow shipping, or a refund dispute—can impact sales and brand trust. Worse, TikTok’s review system doesn’t easily allow sellers to delete or modify reviews, leaving many struggling with unfair or misleading feedback.

So, how do top hair extension sellers handle this? The answer lies in proactive review management, customer engagement, and strategic use of tools like PingMe to streamline communication, resolve disputes, and improve reviews.

This guide will walk you through real-world strategies, using case studies and practical solutions, to help you edit, change, or remove reviews effectively.

What This Guide Covers:

• How TikTok Shop’s review system works.
• How sellers can help customers edit or change their reviews.
• Strategies for managing refund-related complaints and negative feedback.
• Using SMS, MMS, and influencer marketing to optimize review scores.
• When and how to delete or report fake or unfair reviews.

By implementing these strategies—especially leveraging tools like PingMe for seamless customer communication and review management—hair extension sellers can protect their reputation and boost their sales.

Understanding TikTok Shop’s Review System

How TikTok Shop Reviews Work

• Customers can leave star ratings (1-5) and written reviews, sometimes including photos or videos.
• Reviews impact product ranking and visibility on TikTok Shop, affecting future sales.
• Negative reviews can reduce conversion rates significantly.

Can Reviews Be Edited or Deleted?

Official TikTok Policy:

• Customers can edit their reviews, but only within a certain time frame after posting.
• Sellers cannot delete reviews, but they can report inappropriate or false ones for removal.

Why Customers Leave Negative Reviews

Common reasons hair extension customers leave bad reviews:

• Color mismatch (ordered the wrong shade or misinterpreted product photos).
• Shipping delays (especially for event-related purchases like weddings).
• Product dissatisfaction (tangles, shedding, or texture issues).
• Refund disputes (customers misunderstanding TikTok’s refund process).

💡 Solution: Proactively engaging with customers via PingMe’s SMS & MMS services can help prevent negative reviews before they happen by clarifying product details and offering solutions.

How to Edit or Change a Review on TikTok Shop

Can Customers Edit Their Own Reviews?

Yes, but TikTok does not actively notify customers about this option. To help them update a review:

1. Guide them through SMS/MMS: Send a clear step-by-step instruction on how to edit their review.
2. Provide an incentive (discounts, coupons, or future perks).
3. Ensure fast resolution (refunds, exchanges, or clarifications).

📌 Case Study: Fixing a Negative Review with MMS Support
Situation: A customer left a 2-star review claiming that the extensions were “too thin.”
Solution:
✅ The seller used PingMe SMS to check in and address the concern.
✅ A MMS guide was sent explaining how to fluff and style the extensions for better volume.
✅ The customer followed the advice and updated her review to 5 stars.

Handling Misleading or Fake Reviews

If a review is inaccurate, unfair, or fraudulent, sellers can:

• Report it to TikTok through the seller center.
• Use PingMe’s phone number services to directly reach out to the reviewer and resolve the issue.
• Encourage more positive reviews to balance the overall rating.

Strategies for Managing Negative Reviews & Refunds

How Sellers Influence Refund Reasons to Avoid Review Issues

Customers often select refund reasons that trigger long TikTok review times, leading to frustration and bad reviews.

✅ Smart Strategy: Guide them to select a reason that ensures a fast refund.

📌 Example: Instead of “Item Not as Described” (which requires TikTok’s verification), suggest selecting “Ordered Wrong Item” for a faster refund approval.

Offering Store Credit or Coupons Instead of Refunds

Instead of losing revenue to refunds, offer customers:

• Store credit for a future purchase.
• Discount coupons via PingMe SMS to encourage a repeat sale.

📌 Case Study: Reducing Refund Requests with SMS

• A customer requested a refund for a shade mismatch.
• Instead of approving it immediately, the seller used PingMe to text an alternative offer: a $10 coupon for the correct shade.
• The customer accepted, avoiding a refund and a negative review.

Following Up on Refund Requests

• Use PingMe’s SMS automation to check in with customers before they post a review.
• Proactively ask “Did everything meet your expectations?”
• If there’s an issue, resolve it before they complain publicly.

Influencer Engagement & Review Optimization

How Influencers Can Improve Your Review Score

• Partner with TikTok hair influencers to generate authentic video reviews.
• Use PingMe’s phone numbers to directly coordinate review campaigns via SMS.

Using MMS & SMS to Optimize Reviews

 ✅ Send review reminders through SMS after delivery.
✅ Provide MMS guides on how to install and style the extensions correctly.
✅ Follow-up with satisfied customers and request reviews.

📌 Example:

• A seller sent a TikTok influencer a free set of hair extensions and used PingMe SMS to discuss the campaign.
• The influencer posted an unboxing and styling video, encouraging followers to leave reviews after purchasing.

Deleting or Removing Reviews on TikTok Shop

Official Policies on Deleting Reviews

TikTok only removes reviews that violate its policies (spam, harassment, false claims).

Steps to Request Removal of a Review:

1. Flag the review in TikTok Seller Center.
2. Provide proof (such as messages showing the issue was resolved).
3. If unresolved, counteract the bad review by encouraging happy customers to post positive reviews.

Proactive Reputation Management Strategies

• Use PingMe SMS to send “thank you” messages with a gentle review request.
• Offer exclusive VIP discounts for repeat customers who leave reviews.

Conclusion: Why Smart Review Management = More Sales

Managing TikTok Shop reviews effectively is not just about removing bad reviews—it’s about preventing negative feedback, guiding customers, and improving communication.

By using PingMe, hair extension sellers can:
✅ Fix negative reviews faster with direct SMS/MMS guidance.
✅ Convert refunds into store credits to retain customers.
✅ Encourage 5-star reviews through smart follow-ups.

Want to take control of your TikTok Shop reviews? Start using PingMe today!