Can I delete a customer review under my TikTok ad?
Direct answerTikTok says you cannot edit or delete a customer review under an ad, including a negative one. The customer review guidelines, reviewed October 15, 2026, show reviews from verified conversions beneath the ad. A random sample is surveyed 3 to 14 days later. Disagreeing with the opinion is not an appeal reason. Product quality and refunds are a different page.
Who is asked, and where it shows
These guidelines apply after someone completes a purchase or another action from the ad, such as an app download, a lead form, or a purchase on a third-party website. Purchases made in TikTok Shop use the Shop review policy instead.
TikTok collects reviews in surveys after a verified transaction. It may also use in-app comments, customer reports, and complaints sent through support. The survey path is: a conversion happens, a random sample is invited, and the survey is sent 3 to 14 days later so the person has time to receive or try the product. They give a 1-to-5 star rating, optional labels such as “High Quality,” “Fast Shipping,” or “Order Not Received,” and an optional comment or image. Surveys can arrive in the inbox, in a follow-up notification, in Order Center, or as an in-feed prompt.
TikTok’s rating labels are 5 Perfect, 4 Good, 3 Average, 2 Bad, and 1 Poor. Reviews appear directly beneath the ad, in the comment area.
What stays, and how it is ordered
TikTok says it displays all reviews, positive or negative, that give feedback on the product or service. Automated tools remove spam, irrelevant reviews, inappropriate reviews, and reviews that violate the Community Guidelines. Only a verified purchase or interaction through the ad can leave a review.
| Where the viewer is | Default order |
|---|---|
| United States and European Union | Most recent first. The viewer can switch to relevance. |
| Other regions | Most relevant first. The viewer can switch to most recent. |
Relevance uses sentiment, whether the reviewer is in the same market, how recent the review is, and whether it is about the advertised product. A review of an unrelated product is not shown.
Replies and appeals, as the article still describes them
The page says you cannot respond to reviews at the moment, and that public replies were planned by the end of 2025. It says the same timing for appeals. Reviewed on October 15, 2026, those sentences are still written in the future tense. Do not tell a client the feature is live, or that it never shipped, until you open the current article.
What the page does state about the feature, once it exists: you still will not be able to edit or delete a review because it is negative. An appeal cannot be “I disagree.” TikTok says it does not referee factual disputes. The appeal reasons it names are a review that is not about your product or service, abusive or unrelated content such as insults or comments that do not make sense, and any other Community Guidelines problem.
A missing refund, a product that does not match the ad, or a survey that promises a gift to everyone who finishes it is the after-conversion policy, not a review you can take down.
Sources
Reviewed October 15, 2026. The replies section on TikTok’s page still refers to the end of 2025. Policies change. This is not legal advice.
Frequently asked questions
Can I appeal because the review is wrong?
TikTok says it does not get involved in disputes about whether a review is factually accurate, and you cannot appeal only because you disagree with the opinion. The appeal reasons it does name are a review that is not about your product or service, abusive or unrelated content such as insults or text that does not make sense, and other Community Guidelines violations.
Do TikTok Shop orders use this page?
No. These guidelines cover a purchase or action off a TikTok ad, such as an app download, a lead form, or a purchase on a third-party site. TikTok points Shop purchases at the TikTok Shop Customer Review Policy.
Are replies available now?
The article reviewed on October 15, 2026 still says you cannot respond, and that replies and appeals were being worked on for the end of 2025. That date has passed and the sentences are still written as future features. Check the live article before you tell a client that replies or appeals are open.
Fix the offer the review is describing
LaunchGuarding can scan the ad and the landing page for a promise the post-purchase experience does not keep.