How to Deal with Negative Reviews on Allegro
Every seller on Allegro eventually gets a negative review (Nie polecam). A single red mark can drop your Jakość sprzedaży (Sales Quality) rating, lower your search visibility, and put your Super Sprzedawca status at risk.
However, a negative review is not the end of the world. Almost any bad rating can be resolved or removed if you handle it correctly. Here is a clear, practical guide on what to do step by step.
Step 1: Identify the Type of Problem
Before replying, take a breath and analyze the situation without emotion. Most negative reviews fall into one of three categories:
- Seller error: You sent the wrong item, delayed the package, or sent a defective product. This is your responsibility to fix.
- Subjective disappointment: The product is fine, but the customer didn’t like the color, chose the wrong size, or their cat refused to eat the food.
- False accusations or defamation: The buyer claims the item is fake or counterfeit without offering any proof.
Step 2: Contact the Buyer Privately
Most buyers are willing to change or remove a negative review if you solve their issue quickly and professionally.
- If it was your mistake: Apologize immediately and offer a replacement or a full refund without unnecessary paperwork.
- If it is a matter of personal preference: Gently remind the buyer that they have the right to return the product (Zwrot towaru) for a full refund. Explain that they don’t need to throw the item away or leave a bad review—you are happy to accept the return.
Important: Never offer money or discounts in exchange for deleting a review inside the Allegro chat. Allegro moderators monitor messages, and this can lead to an account suspension.
Once you reach an agreement, send an official review revision request through your dashboard:
Moja sprzedaż ➔ Jakość sprzedaży ➔ Oceny sprzedażowe ➔ Wniosek o zmianę/usunięcie oceny.
The buyer has 90 days from the date of purchase to edit or delete their review using your link.
Step 3: What to Do If the Buyer Refuses or Spreads False Claims?
If the customer refuses to cooperate and makes groundless statements (for example, claiming “I suspect the item is fake” simply because their pet didn’t eat it), you should use legal arguments.
1. Explain the legal consequences
In Poland, publishing false statements that harm a company’s reputation is against the law. In a private message, politely but firmly explain the following:
- The product is 100% authentic, purchased from an official distributor, and supported by invoices and certificates.
- Publicly claiming that a seller offers fake products violates Articles 23 and 24 of the Polish Civil Code (Kodeks Cywilnego – protection of personal rights) and Article 212 of the Polish Penal Code (Kodeks Karny – defamation).
- If the comment is not edited, you will have to forward the case to your legal team to protect your brand’s reputation.
In many cases, mentioning the legal framework helps buyers realize the severity of the situation and edit their review.
2. Report the review to Allegro Support
Allegro can remove a review on its own if it violates platform rules (Regulamin Allegro). Submit a ticket if the review contains:
- Vulgar language, insults, or personal data.
- Complaints about delivery services (InPost, DPD) when you dispatched the package on time.
- Clear contradictions (e.g., a 1/5 star rating paired with text saying “Everything was great, highly recommend!”).
Step 4: Write a Professional Public Response
If you cannot remove the negative review, make sure to write an official public reply (Odpowiedź na komentarz). Always remember: you are writing this reply for future customers, not for the unhappy buyer.
┌──────────────────────────────────────────────────────────┐
│ HOW TO WRITE A GOOD PUBLIC REPLY: │
├──────────────────────────────────────────────────────────┤
│ ❌ Don't: "It's your fault, you should have read the │
│ description properly!" │
│ │
│ ✔️ Do: "We are sorry to hear that. Our products are │
│ 100% authentic and sourced directly from the │
│ manufacturer. We offered a full return and │
│ refund, but the customer declined. We are │
│ always open to helping our clients!" │
└──────────────────────────────────────────────────────────┘
Future buyers will see that you are a responsible, polite seller who stands behind product authenticity and offers fair customer service.
Frequently Asked Questions (FAQ)
Can Allegro remove a negative review without the buyer’s consent?
Yes. Allegro will remove reviews that contain offensive language, personal information, or complaints about courier delays when the order was shipped on time.
How long does a buyer have to edit or delete a review?
A buyer can edit or remove their rating within 90 days from the purchase date through the official request link sent by the seller.
What should I do if a customer falsely claims my product is fake?
Provide proof of authenticity (such as brand invoices or certificates) in a private message. Politely inform them that false public allegations violate the Polish Civil Code (Kodeks Cywilny). If they still refuse to change the review, post a professional public reply explaining the facts to future buyers.
