DmScoutAvoid bad reviews from unanswered chats
Every customer gets a reply.
"Nobody replied" reviews start as unanswered chats. Scout replies to every customer, and brings your team in when someone is upset.
14-day free trial · Live on your store tonight
The chat gets answered before it becomes a review.
A reply to every message.
WhatsApp, Instagram DMs, comments and website chat, as each arrives.
- AnitaWhatsApphello? anyone there?Replied · 3s
Where "nobody replied" starts, in your category.
Home & kitchen
“The lid came cracked”
An apology, then your team gets the details.
Fashion & ethnic wear
“Wrong size, how do I exchange?”
Your exchange policy, with the request sent to your team.
Beauty & personal care
“Is my order shipped yet?”
Live status and a tracking link.
Jewellery & accessories
“Can I return it before the function?”
Your return policy, in plain words.
Electronics & gadgets
“It's not charging”
Handed to your team with the order and the problem.
Food, health & wellness
“When will my order reach?”
Status shared. A delay is passed to your team.
The chats that become "nobody replied" reviews.
- 01A late delivery.Status shared, and the delay passed to your team.
- 02A damaged product.An apology, then a handover with the details.
- 03A cancellation.Handled by your rules, or checked with your team first.
- 04A COD question.A clear yes or no, before they order.
- 05A request for a person.Handed to your team with a summary.
- 06"Price?" under a post.Answered publicly, then continued in DMs.
Unanswered chats, or Scout.
| Without Scout | With Scout | |
|---|---|---|
| A customer asks a question | Waits hours, sometimes a day | Replied to in seconds |
| The last chat of the day | May never get a reply | Replied to like the first |
| "Where's my order?" | Asked three times | Answered the first time, with tracking |
| Damaged or wrong item | Customer repeats the story each time | Handed over with a summary |
| Messages at night or on Sunday | Wait until your team is back | Answered right away |
| Instagram comments | Missed under new ones | Answered, then moved to DMs |
Every chat answered, from tonight.
Start free trial- 1
Connect your Shopify store.
Scout answers order questions from live order data.
- 2
Connect your channels.
WhatsApp, Instagram and your website chat.
- 3
Write your policies once.
Returns, exchanges, COD and delivery times. Every customer gets the same answer.
- 4
Scout covers nights and Sundays.
That's when unanswered chats pile up.
Questions, answered.
How do I avoid bad reviews for my online store?
Many bad reviews start as unanswered chats. Reply to every customer quickly, answer order questions before they're asked twice, and get upset customers to a person fast. Scout does this on every chat.
How can I reduce customer complaints?
Most complaints start as everyday questions that waited too long: order status, exchanges, delivery dates. Scout answers them right away, and hands real problems to your team with a summary.
How do I respond to customer complaints on WhatsApp?
Apologise, give a clear next step, and get it to the person who can fix it. Scout replies kindly, shares the next step, and hands the chat to your team with the details.
How do I respond to negative reviews?
Reply publicly, calmly and quickly, apologise, and offer to fix it in a direct message. Then fix the cause: if the review says nobody replied, make sure every chat gets a reply.
Does Scout reply to Google or marketplace reviews?
No. Scout replies to customer chats on WhatsApp, Instagram and your website chat, where most "nobody replied" complaints begin.
Will Scout improve my store rating?
We can't promise a rating. Scout makes sure every customer who messages you gets a reply, which removes the most common reason for a "nobody replied" review.
What happens when a customer is angry?
Scout replies with care, tells the customer your team is on it, and hands the chat over with a summary. You can take over any chat with one tap.
Can my team see every chat Scout replies to?
Yes. Every conversation sits in one inbox, and your team can read, take over or hand back any chat.
Every customer. Every reply.
Connect your store tonight. Every chat that comes in gets an answer.
Start free trial14-day free trial · Live on your store tonight