Feedback lets buyers share their experience, good or bad, and shows you how well you’re meeting their expectations. A feedback score of 95% or higher tells buyers they can count on you.
How feedback works
Guideline | Details |
When buyers can leave feedback | Once the order is received or completed |
Changing feedback (for the buyer) | Not possible for Currency, Gift cards, and custom items orders once submitted |
Unrated orders | Get positive feedback automatically 7 days after delivery |
Build a strong reputation
Most negative feedback comes from delays, slow replies, and unresolved disagreements, so fast, clear communication prevents most of it.
What to do | Why it helps |
Check your stock regularly | Avoids late delivery and last-minute cancellations |
Reply to buyers quickly | Shows buyers their questions are taken seriously |
Stay calm and respectful | Resolves most issues before they turn into feedback |
Make up for delays | A small bonus, discount, or refund can rebuild trust |
Meet buyers halfway | A fair solution usually ends better for both sides |
Set clear expectations | Turn on Offline mode or update your guaranteed delivery time if you’ll be unavailable |
Feedback manipulation
The habits above are the only way to build your feedback score. Buyers trust your score because it comes from real orders, so manipulating, faking, or coordinating feedback, positive or negative, is against our rules. Depending on how serious the violation is, we may temporarily or permanently suspend all accounts involved.
Strictly prohibited | What it looks like |
Fake positive feedback | Using your own accounts, organized groups of buyers, or small fake orders to raise your feedback score or ranking |
Coordinated negative feedback | Fake negative feedback from a competitor or from several accounts working together to damage another account's reputation |
When we remove negative feedback
Feedback exists to reflect the buyer’s honest experience, so we remove negative feedback only when it breaks our rules, and the order is in completed status.
Situation | What it looks like |
Extortion or blackmail | The buyer uses negative feedback, or the threat of it, to get free items, extra services, or refunds outside our Refund and return policy |
Abusive content | The feedback contains profanity, insults, hate speech, harassment, or someone’s personal information |
Fake or coordinated feedback | Fake reviews or several accounts leaving negative feedback together |
Duplicate feedback | The same buyer leaves negative feedback on several orders for a single issue |
Broken agreement | You and the buyer agreed on a solution in the order chat, you delivered it, and the buyer still left negative feedback |
When negative feedback stays
Feedback stays if it reflects the buyer’s genuine experience, even if you refunded, replaced, or compensated them. This includes feedback about:
Product quality
Delivery time
Your replies, tone, or attitude
A rating you feel is unfair or harsh, when no rule was broken
How removal works
Message the buyer and try to resolve the issue together.
Check that the feedback matches one of the situations in the table above.
Open live chat and select Send us a message.
Select I am selling, and I want to report abusive feedback.
Fill out the ticket provided, one order ID per ticket. Note: limit is 3 tickets per day.
We review your request within 8 hours. If the feedback breaks our rules, we remove it. If it doesn’t, it stays on your shop.
If we decline your request
The feedback stays on your shop. Repeated requests for the same feedback can lead to restrictions on your account.
One review doesn’t define your shop. Keep talking to your buyers, since quick, friendly replies and fair solutions are the best way to earn positive feedback on your next orders.