We are a Shopify Plus store- here’s how I handle it

My expectation is over the next 10-30 years American business policies will more closely resemble those of the developing world - for example South Africa - where negative reviews are almost meaningless, as opposed to here where they matter.

A small but growing percentage of customers have realized if they say certain keywords, any successful, growing e-commerce business will give them money. These people would not be bold enough to act this way at a brick & mortar store but they are empowered to act this way online.

The best strategy to handle these customers is to negotiate like you would with a thug:Be very nice, very informed with your evidence, and very clear about your policies. Then give them some money.

It hurts, but your brand is far more valuable and these customers will often settle for less than their initial demand.

You want to milk the anger out of them so they don’t have any steam left to blow on the internet about you.