Strategic Framework for Managing Negative Reviews on Marketplaces

Create a comprehensive framework for managing negative reviews for [STORE NAME] on [MARKETPLACE: Mercado Libre / Shopee / Amazon / Magalu], with a current average rating of [CURRENT RATING] and a target of [TARGET RATING].\\\\\\\\n\\\\\\\\n**Context:**\\\\\\\\n- Reviews per month (total): [NUMBER]\\\\\\\\n- Negative reviews (1-2 stars): [NUMBER] ([PERCENTAGE]%)\\\\\\\\n- Neutral reviews (3 stars): [NUMBER]\\\\\\\\n- Primary complaint reasons: [LIST 3-5]\\\\\\\\n- Current response time: [DAYS]\\\\\\\\n- Person responsible for review management: [ROLE]\\\\\\\\n\\\\\\\\n**1) Categorizing Negative Reviews:**\\\\\\\\n\\\\\\\\nClassify each review into one of these categories:\\\\\\\\n\\\\\\\\n| Category | Examples | Urgency | Primary Action |\\\\\\\\n|----------|----------|---------|----------------|\\\\\\\\n| Delivery Issue | Delay, lost package, damaged packaging | High | Contact carrier + compensate customer |\\\\\\\\n| Product Not As Described | Wrong color, wrong size | High | Immediate replacement + update listing |\\\\\\\\n| Below-Expected Quality | Defective product, poor durability | High | Replacement/refund + supplier review |\\\\\\\\n| Poor Customer Service | Slow response, generic reply | Medium | Resolve + train team |\\\\\\\\n| Unmet Expectations | Customer expected more from product | Low | Empathetic response + guidance |\\\\\\\\n| Fake/Competitor Review | No purchase history, suspicious review | Medium | Report to marketplace |\\\\\\\\n\\\\\\\\n**2) Response Templates by Category:**\\\\\\\\n\\\\\\\\n*Base structure for every response:*\\\\\\\\n- Line 1: Thank the customer for feedback (even if negative)\\\\\\\\n- Line 2: Acknowledge the specific issue (no defensiveness)\\\\\\\\n- Line 3: Action already taken or will be taken\\\\\\\\n- Line 4: Invitation for direct contact\\\\\\\\n- Tone: human, specific, avoid obvious copy-paste\\\\\\\\n\\\\\\\\n*Templates by category:*\\\\\\\\n\\\\\\\\n**Delivery Issue:**\\\\\\\\n\\\\\\\\