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Brand Reviews [Overview]

Description

This card gives an overview of what brand reviews are and how it impacts a brand’s analytics and performance on the Faire Marketplace

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.

Brand reviews are not published in the portal for 48 hours after submission. Giving the brand time to dispute the review.

Retailers can leave a review that may include:

  • 1 to 5 star rating of their overall order experience
  • Review summary
  • Additional comments
  • Private note
  • Private feedback tags (Beta)
  • Images

Brand Review Policies

Under our policies, reviews of brands posted to Faire may not:

  1. Contain advertising or spam
  2. Include explicit, harassing, or discriminatory content
  3. Be obtained or influenced through coercion
  4. 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)
  5. Reveal private information of a brand or retailer
  6. Undermine the integrity of Faire’s review system, including inappropriate usage of reviews
  7. 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

Brands following up on their reviews

  • Brands can access their reviews from the Analytics > Reviews section of their account
    • See All Reviews: To view the details of their reviews history
  • This section on the Analytics Page will show them:
    • Their average star rating
    • Their total number of retailer reviews
    • The percentage of their reviews that are 5 stars, for all time since the date their shop was activated on Faire
  • Reviews can be submitted and edited by retailers for up to 120 days after an order has been delivered.
    • Retailers may add/edit one review per order with any brand within 120 days of order delivery.
    • if the retailer does not leave a review within 120 days there are no options to extend or grant this option.
  • Brands can sort their list of reviews using the drop-down menu

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

Additional Internal Resources

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