One in two (58 percent) consumers complain that their negative product ratings and reviews are not being published by e-commerce platforms, a new report showed on Tuesday.
Only 23 percent of consumers said that their negative reviews or ratings were published on e-commerce sites. About 65 percent of consumers found product ratings on e-commerce sites to be positively biased, indicating that sellers are influencing ratings of their products to attract consumers and platforms are not proactively acting in such situations. are.
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According to community social media platform LocalCircles, 90 per cent of those surveyed said e-commerce platforms should ban products with low ratings from sellers to be re-listed as another product.
The report states, “One of the top issues reported by consumers is how sellers themselves, through networks of friends and family, and in some cases even through public relations and influencers, make purchases. designed to make the product highly rated and reviewed.” It states that such a practice encourages initial positive ratings and reviews for the seller’s products while it misleads consumers.
The biggest issue with e-commerce ratings and reviews is that a genuine, verified consumer review or rating is rejected by e-commerce platforms under the category of “it does not meet our criteria for ratings and reviews”. Is.
The report states, “Many consumers, if they are shipped a non-refundable counterfeit or counterfeit product or a different product, have only ratings and reviews as a mechanism available to them and their expresses dissatisfaction.”
It said that by suppressing this information shared by consumers, e-commerce platforms lead most consumers to believe that they are indulging in unfair trade practices. Reviews and ratings have emerged as an important tool for consumers when shopping online.
Recently, the Department of Consumer Affairs initiated talks with e-commerce platforms to reduce fake or paid reviews from their platforms.
According to consumers, there are three systemic changes – allowing consumers with verified purchase ratings to review a product, allowing negative reviews/ratings as long as the language is non-abusive and sellers with negative ratings/reviews on a product should not be allowed again. – List the product as a new line item — This can increase the quality of reviews and ratings.
“The government is taking action from e-commerce platforms on the above issues, which can immediately increase consumer confidence in e-commerce ratings and reviews,” the report noted.
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