Questions and reviews in the WB dashboard are organized into 'Unprocessed' and 'Processed' tabs. Management follows one rule: the 'Unprocessed' tab must be cleared daily. Responses are reviewed by the platform before being published.
Mechanics
- Customer question: 'Send' makes the response visible to everyone; 'Send without publishing' makes it visible only to the author.
- After responding, the question moves to 'Processed'.
- Reviews: Customers can attach up to 5 photos and videos (5 seconds to 2 minutes). You can respond to every review.
- Platform filters block spam and insults to protect your rating: how the rating is calculated.
Working without fluent Russian
- Use templates for common scenarios—write them correctly once.
- For non-standard queries: use a translator followed by proofreading, or hire a Russian-speaking assistant.
- Speed is more important than style: a 24-hour response time is the standard.
- Negative feedback: acknowledge the issue → resolve it (return/replacement) → do not argue publicly.
More on the language barrier: reviews without language skills.
Frequently asked questions
Should I publish the response for everyone or only for the author?
'Send' makes the response visible to everyone and serves as a showcase of your service; 'do not publish' is appropriate for personal order details. The default is public: responses are written for future customers.
Are responses moderated?
Yes, responses are reviewed by the platform before publication. Insults and contact information outside the platform will be rejected—keep responses relevant.
Can I delete an unfair review?
Not directly. The system automatically excludes spam, insults, and off-topic reviews from your rating. For other issues, respond by offering a solution. A polite, factual response often leads the customer to change their rating.
Who should respond—the owner or an assistant?
It does not matter to the customer, but speed is key: 24 hours is the standard. Templates allow you to delegate 80% of responses to an assistant, while the owner handles non-standard cases.
How should I handle negative feedback from customers?
You should acknowledge the issue and offer a resolution, such as a return or replacement, without arguing publicly. A polite and factual response can often encourage the customer to change their rating.
What is the difference between 'Send' and 'Send without publishing' for customer questions?
The 'Send' option makes your response visible to everyone, while 'Send without publishing' makes it visible only to the author. Public responses are recommended as they serve as a showcase of your service for future customers.
Are my responses to reviews and questions checked by the platform?
Yes, all responses are reviewed by the platform before they are published. Content containing insults or contact information outside the platform will be rejected.
How can I manage customer communication if I am not fluent in Russian?
You can use templates for common scenarios or hire a Russian-speaking assistant for non-standard queries. Speed is more important than style, so aim to meet the 24-hour response standard.