Brand Order Reviews [Overview]
Description
This card gives an overview of what order reviews are and how they impact a brand’s analytics and performance on the Faire Marketplace. It also gives insight into how brands can flag a review they disagree with.
Issue Topic
Brand::Manage Shop::Customer reviews
Feature Overview
Reviews are a great way for brands to continue building their credibility on Faire and attract new retailers to their shop. Retailers who have placed an order with a brand will have the opportunity to leave a review of their order experience up to 180 days after their order has been delivered.
Before being published publicly to the brand’s profile, reviews stay private for 48 hours post-submission to allow for brands to view, respond, or flag to our team for removal.
Retailers can leave a review that may include:
- 1 to 5 star rating of their overall order experience
- 1 to 5 star rating of their experience with the brand’s:
- Product quality
- Fulfillment
- Communication
- 1 to 5 star rating of the products ordered
- Review comment
- Product images (limit of 5)
- Review summary
Brand Review Policies
Under our general policy, reviews posted to Faire may not:
- Contain advertising or spam
- Include offensive, harassing, racist, defamatory, or discriminatory content
- Be obtained or influenced through coercion
- Contain feedback that is not specific to the brand or within their control on Faire (for example, a review of the Faire platform, or the shipping carrier)
- Reveal private information, trade secrets or privileged or confidential commercial or financial information of a brand or retailer
- Undermine the integrity of Faire’s review system, including inappropriate usage of reviews
- Falsely inflate a brand's review score:
- Having a friend or a family member leave a biased, inauthentic, or untruthful positive review
- Compensating a third party to leave a biased, inauthentic, or untruthful positive review
Please review our full order review policy under Flagged Brand Reviews.
If you are dealing with a flagged order review ticket, our policy contains multiple edge cases that need to be taken into consideration when making a decision for or against keeping a flagged order review.
Brands following up on their reviews
Brands can access their reviews from the My Shop > Reviews section of their account
By default, the Reviews page will show the brand’s overall star ratings and reviews, which are included in the Top Shop review rating average.
Order and product reviews are available under their unique review link:
Brands will be able to toggle between their order and product reviews.
- Brands can flag a product review for removal and leave public replies in this phase
- Product reviews are not included in the Top Shop review rating average
From the review details, brands can:
- See the date that a new review will be published as public on their shop page
- Click Chat Retailer to send the retailer a message through Faire Messenger
- Flag the review for removal
- If brands believe a review violates our review policies, they will have the ability to report it for removal through their account.
- All reported reviews will be temporarily removed from their Faire shop. A member of the CX team will look into the reported review. The brand will be notified via email whether it qualifies for permanent removal. For more information, visit Flagged Brand Reviews
- Respond publicly to the review
- The brand’s response will be viewable to retailers through their reviews listed on their shop page.
Process Guides
Customer Resources
- Building a positive reputation through reviews
- Brand review policies
- Reviews - Viewing my shop’s performance analytics