Chinese seller wants a review change for a refund
Save the seller’s demand before changing anything. Ask for the refund to be handled separately, keep your review factual and report the pressure to the marketplace and review host. Use UK reporting channels where consumer reviews are affected, while pursuing your business claim separately. Share the evidence with Cambridge China Bridge.
Preserve the demand before replying
Save the complete conversation, including the messages before and after the demand, sender profile, order reference and visible dates. Export messages where possible and keep screenshots as supporting copies. Preserve the original language alongside a clearly labelled translation. Save your existing review, rating and page address before editing anything.
Record exactly what the seller wants: deletion, a higher rating, positive wording or a screenshot proving the change. If the request came by telephone, send a written recap and ask the seller to confirm it. Distinguish an unconditional refund followed by an optional feedback request from a refund withheld until you change your review.
Keep the refund claim separate
Reply calmly: “Please assess my refund request against the order and the fault evidence. I do not agree to make payment conditional on deleting my review or posting a positive one. Please confirm the proposed refund and payment date without a review condition.” Use the faulty goods claim guide for the underlying product complaint. For missing opening videos, see our guide to faulty-item claims without opening videos.
Keep the refund dispute open while asking platform support to clarify any proposed closure. Check the deadlines shown in your order and dispute account rather than waiting for the seller’s promise. See a seller asking you to close a dispute before refunding. Ask your payment provider what dispute options apply to your transaction.
Keep any review accurate and independent
Do not post praise you cannot support or offer to remove criticism in exchange for payment. Describe your own experience, distinguish promises from completed actions and avoid publishing personal details or unsupported accusations. If the refund later arrives, you can choose to add a factual update without erasing what happened.
The Competition and Markets Authority’s guidance says businesses must not write or commission fake reviews. Its unfair commercial practices guidance concerns dealings with consumers. Do not assume that this establishes a refund entitlement for a business purchase from a Chinese factory; ask a commercial solicitor to assess your contract and any proposed settlement containing review restrictions.
Report the pressure to the platform
Use the marketplace’s own help or support area to report the seller’s demand separately from your refund claim. If the review is hosted elsewhere, report it to that review service too. Choose a review manipulation or seller conduct category if available; otherwise explain the issue in the support request. Include the order reference, seller profile, review address and preserved messages.
Ask support to assess the review condition and explain how to continue the refund dispute without changing your review. Keep the report acknowledgement and case reference. A report is not confirmation that a refund has been paid. Once money arrives, use supplier refund reconciliation to close the financial record.
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Choose the appropriate UK reporting route
Where the pressure may distort reviews used by UK consumers, use the official government page titled “Report a problem to the CMA”. Anyone can use the authority’s consumer protection reporting service. Explain the UK connection, what the seller demanded and how the reviews could mislead buyers. The authority cannot step in or advise on individual complaints, so continue your refund claim separately.
For a business purchase, you can ask your local Trading Standards Service for advice. If you bought as a consumer, the government lists Citizens Advice for England and Wales, Advice Direct Scotland for Scotland and Consumerline for Northern Ireland. Tell the adviser that the seller is in China and ask which reporting or assistance route fits your circumstances.
Frequently asked questions
Should I delete my review to get a refund?
Preserve the demand and your review first. Ask the seller to remove the review condition and involve platform support. Do not rely on a promise that payment will follow deletion.
What evidence should I save?
Keep the full message thread, sender profile, order reference, dates, existing review and exact condition. Retain original messages and label any translation separately.
Can the CMA recover my business refund?
The authority cannot step in or advise on individual complaints. Report concerns affecting consumer reviews separately and continue your contractual or platform refund claim.
Can I update my review after the refund arrives?
You can choose to add an accurate update recording payment and how the complaint was handled. Preserve the earlier version and avoid wording dictated by the seller.