Response time
Reply to all messages within 1 hour during business hours (8am-8pm WAT). After hours: by 9am next morning. Slow responses kill sales — buyers move to other vendors fast.
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Vendor Success Guide
Customer Service Guide
5-star ratings drive PBridge's algorithm to favor your listings. Bad reviews kill sales. This guide teaches you to keep customers happy.
Tone and language
Professional but warm. Use the buyer's first name when known. Avoid abbreviations and ALL CAPS. Apologize sincerely when wrong but firmly defend yourself when right. Never argue with a buyer publicly — take disputes to messages, not reviews.
Handling complaints
Listen first, respond second. Acknowledge their feeling ('I understand this is frustrating'). Then explain what you can do. Most complaints resolve when buyers feel heard. Offer solutions: replacement, partial refund, free shipping on next order. PBridge dispute system is a last resort.
Encouraging reviews
After delivery confirmation, send a polite message: 'Thanks for your purchase! If you're happy, a quick review helps other buyers find me. If anything's wrong, message me directly first so I can fix it.' This redirects unhappy buyers to private resolution instead of 1-star public reviews.
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Create vendor account →FAQ
Should I respond to negative reviews publicly?
Yes — briefly and professionally. 'Sorry to hear this — I tried to reach you but couldn't. Please message me directly to resolve.' Shows future buyers you care, even if this one is upset.
Buyer threatening 1-star review for petty reason?
Stay calm. Offer reasonable solution. If they leave 1-star anyway, PBridge has process to remove unfair reviews (e.g., for items not yet delivered, off-topic complaints, etc.).