How a clothing store on Avito raised its rating from 3.8 to 4.8 and won back its customers

The store was facing a sharp drop in sales. An analysis of its profile revealed the following critical problems:

Competitor attack: The profile was the target of a deliberate smear campaign. A series of near-identical negative reviews appeared with no detailed photos or receipts ("terrible quality", "rude staff", "the item never arrived").
Domino effect: Against the backdrop of a low rating (3.8), real buyers became more hesitant and left bad ratings at the slightest delay in a reply or delivery.
No work with negative feedback: The store's managers either ignored reviews or replied emotionally ("You're lying about everything"), which drove potential customers away even more.

What we did

Audited the listing against 6 safety markers and found 11 negative reviews left hanging with no reply from the owner.
Systematic replies to negative reviews using a 4-part structure (name → specifics → action → resolution). 4 customers edited their reviews to neutral.
An external flow of reviews from trusted accounts at a rate of 4-6 reviews per week with a realistic distribution (80% five stars, 15% four stars, 5% three stars).