Handling Negative Comments or Trolls

🎯 Objective:

To respond professionally, protect brand reputation, and maintain community standards when facing negative comments, trolls, or abusive behavior on Cashkr’s social media channels.

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👥 Roles & Responsibilities:

Role	Responsibility
Social Media Executive	Monitors and flags comments, replies appropriately, and escalates serious issues
Marketing Manager	Approves sensitive responses and decides on legal or PR escalations

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✅ Platforms Covered:

• Instagram

• Facebook

• Twitter (X)

• Threads

• LinkedIn

• YouTube

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📅 Step-by-Step Process:

✅ Step 1: Identify Type of Comment

Type	Examples	Action
Genuine Complaint	“I didn’t receive payment”	Acknowledge + Move to DM
Negative Review	“Bad experience, slow service”	Acknowledge + Offer help
Troll / Mockery	“This app is a scam lol”	Monitor tone — witty or ignore
Abusive / Hate Speech	“F*** this company”	Hide, block, report

✅ Step 2: Standard Response Templates

😠 Genuine Complaint (Address Promptly)

Public Reply:
“Hey [Name], so sorry to hear this! Please DM us your order ID — we’ll sort it out right away 🙏”
Then follow up on DM.

🗣️ Negative Review

“Thanks for the feedback, [Name]. We’d love to make this right — please DM us the details and we’ll help.”

🙃 Mild Trolling / Sarcasm

Example: “Sure, you’ll definitely come pick up my 2005 Nokia 🙄”
Reply:
“You never know — we’ve actually picked up a Nokia 1100 last week 😉📱”

(Use wit only if tone is safe and non-aggressive. Otherwise, ignore.)

🚫 Abusive, Harassment, Spam

Action Steps:

1. Hide comment (Instagram/Facebook)

2. Report & block user

3. No reply publicly or in DM

4. Log user in “Blocked Trolls Log” if repeated

✅ Step 3: Escalation Protocol

Situation	Escalate To
Legal threat, media tags, fraud accusations	Marketing Manager
Fake screenshots, impersonation, impersonating staff	Marketing Manager + Tech
Patterns of abuse	Create internal “Troll Watch” tracker and monitor

✅ Step 4: Response Guidelines

Rule	Description
1. Reply once, move to DM	Never debate in public thread
2. Stay polite	Even with rude users — protect brand tone
3. Wit is allowed	Only when playful, not passive-aggressive
4. Don’t delete everything	Deleting real feedback damages trust
5. Document major issues	Save screenshots for recurring behavior

✅ Step 5: Weekly Monitoring & Review

• Maintain a Negative Comments Log

  • User handle

  • Date

  • Platform

  • Action Taken

  • Screenshot (if needed)

• Review weekly with Marketing Manager for pattern checks

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✅ Do’s & Don’ts

✅ DO	❌ DON’T
Move issues to DM quickly	Argue or defend in comments
Hide/report abusive comments	Leave hate speech live
Maintain calm tone	Sound defensive or sarcastic
Use wit with caution	Engage with obvious trolls repeatedly