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Learn more about rating system on empik.com, where to see these ratings, and how to respond to them.
Customer reviews are extremely important. They build trust in your store on empik.com. Each positive rating increases your credibility and encourages more customers to shop with you.
How can customers rate your service?
Within 90 days of receiving an order, a customer can give a rating (from 1 to 5) and optionally add a comment. The rating consists of five criteria:
- Speed of order fulfillment
- Quality of packaging
- Satisfaction with the received product
- Quality of customer service
- Attractiveness of the offer
Each of these elements contributes to the overall rating of your store. A Seller’s average rating is the arithmetic mean of all received ratings (deleted ratings excluded).
Where can you check your ratings?
- Log in to Sellers Panel.
- Go to Orders > Ratings.
- You can check:
- Average rating for each order.
- Partial ratings for each criteria.
How to respond to a rating
You can respond to every rating, even if the customer did not leave a comment.
Rules:
- Only one response per rating allowed. You can respond even if customer didn’t leave a comment.
- You can edit or delete your response.
- The response will immediately appear on your store page.
A well-thought response shows that you care about customer service and it might positively impact customer’s impression of your store.
Why do good ratings matter?
Ratings are one of the main elements of a Seller’s quality on empik.com and have a real impact on your account.
- High average rating boosts the possibility of earning the Super Seller title, which increases visibility and customer trust.
- Low average rating puts you at a risk of warnings and, in extreme cases, account suspension.
Every review can bring tangible benefits or consequences.
Can you delete ratings?
Yes - but only in justified cases. According to our terms and conditions, a rating can be removed if it:
- contains profanity, personal data, or otherwise violates the regulations,
- was submitted by mistake, for the wrong transaction, or is inaccurate (e.g., intentionally lowering or inflating a Seller’s rating),
- the customer requests its removal, eg. after the issue has been resolved
The customer will receive an email notifying them that their review has been removed.
How to report a rating?
If you believe a rating violates the rules or does not apply to the correct order:
- Contact our Support Team.
- Attach justification or the customer’s consent (if removal is requested by the customer).
- Wait for the Empik team’s decision
We hope this article was helpful. Your next step: Learn all the Customer Service Quality.