Business problems
Bad reviews left unanswered, and prospective buyers read them too
Reviews appear on your business's public profile, and prospective buyers read them before ordering. A bad review answered calmly shows that you care, while one left unanswered gives the opposite impression. Most importantly, fix the cause.
Common causes
- Reviews aren't checked regularly.
- No one is assigned to respond to reviews.
- Review feedback isn't used to improve.
The impact
- Prospective buyers hesitate after reading reviews with no response.
- The same problems keep happening.
- Disappointed customers don't come back.
Common mistakes
What often makes this problem come back
Replying emotionally
Other prospective buyers read your replies. Acknowledge the problem, explain how you're fixing it, then invite the customer to continue in chat.
Only replying to bad reviews
Thanking customers for good reviews also shows that every review gets read.
Discussing details in the reply
Order details and compensation are better discussed in a private chat.
Not fixing the cause
A reply without a fix means the same complaint will come back.
How to solve it
Fix it step by step in Conex Bisnis
Menu names match the business.conex.chat dashboard (in Indonesian). Steps marked Pro require the Pro plan.
- 1
Open the Ulasan (Reviews) menu, filter for unanswered reviews, then sort from the lowest rating.
- 2
Reply calmly and specifically. Each review has one business reply that you can edit if needed.
- 3
Open the customer's chat from the review row to resolve the issue privately.
- 4
When appropriate, send an apology voucher straight from the review row.
- 5
For product or workmanship issues, direct the customer to an order complaint or warranty claim so the handling is on record.
- 6
Download reviews as CSV regularly and look for recurring complaints.
7-day plan
One small step every day
One step a day so it's easy to roll out with your team. Day one can start on the Free plan.
- Day 1
Filter unanswered reviews
Open the Ulasan (Reviews) menu and filter for reviews you haven't replied to.
- Day 2
Reply to the lowest ratings
Reply to the lowest-rated reviews first, calmly and specifically.
- Day 3
Reach out in chat
Open the customer's chat from the review row and offer a solution.
- Day 4
Record the complaint
Add a "Komplain" (Complaint) label and write an internal note on that chat.
- Day 5
Turn on warranty
If the complaint is about workmanship or a product, turn on Garansi digital (Digital warranty) in Fitur Bisnis (Business features) so claims are recorded.
- Day 6
Reply to good reviews
Say thank you on good reviews that haven't been answered yet.
- Day 7
Look for patterns
Download reviews as CSV and note the most frequent complaints so you can fix them.
- After that
Move on to the next problem
Keep the habits that work, then pick another problem you still feel.
Business check-up
Features used
Learn about the feature
Reviews & complaints
Reply to reviews, handle complaints within 48 hours, warranty claims.
Learn more FreeDigital warranty
Warranty periods per product or service recorded on the order, with claims through complaints.
Learn more FreeVouchers, discounts & promos
Targeted vouchers, automatic discounts, and purchase promos.
Learn more FreeLabels, notes & reminders
Inbox tools: labels, statuses, internal notes, quick replies, reminders.
Learn moreBefore vs after
What changes
Free vs Pro
Features for this problem by plan
Free No time limit
Pro Everything in Free, plus
- You can solve this on the Free plan
Good to know
- Reviews from ordersCustomers can only write a review after their order on Conex is completed, and they can include photos.
- Customer dataReview exports include only the customer's name, without phone number or email.
FAQ
Questions about this problem
Can businesses delete bad reviews?
No. What a business can do is reply and resolve the issue together with the customer.
Can replies be edited?
Yes. Each review has one business reply. Sending another reply replaces the previous one, and replies can also be deleted.
How do I track how quickly we respond to reviews?
The Ulasan (Reviews) menu shows your reply rate, average response time, and a comparison of the last 30 days with the 30 days before.
Does the Ulasan (Reviews) menu require the Pro plan?
No. Reviews, replies, and CSV export are available on all plans.
See also
Related solutions & problems
Helpdesk & complaints
Chat statuses, Complaint label, order complaints, warranty claims.
See solution NeedsShow up on Google & Conex (local SEO)
Profile & products indexed by Google, category & city pages, Conex AI.
See solution IndustriesRestaurants & cafés
Menus with variants, pickup or delivery orders, promos via Status.
See solutionChats pile up & replies are slow
Customers wait a long time because chats come in faster than you can reply.
See how to fix itFix this problem starting today
Register for free with your WhatsApp number, then follow the 7-day plan above.
