Ratings

Ratings

The main method of building credibility of a store are ratings and opinions. Ensure that each of your order will receive the highest rating! Every customer can rate a store and add a comment after receiveing an order.

There are 5 criteria based on five-point scale:
  1. time to ship,
  2. quality of packaging,
  3. satisfaction with the product,
  4. quality of the customer service,
  5. attractiveness of an offer.



How to check store's rating on EmpikPlace:
  2. Go to the "Customer care" > Ratings in the menu on the left side. Orders in this tab will have average and partial (acc. to each createrion) ratings.



Providing answers

Merchants on EmpikPlace have the ability to answer customers’ ratings and comments.
  1. Both merchant and Empik can answer customers’ questions if it is necessary.
  2. Merchants can give an answer to every rating, even if the customer did not leave a comment.
  3. Merchant can give only one answer to each rating; they can also delete their answer.
  4. Merchant’s answer will be visible as soon as they post it.


Remember!
Rating is one of the customer service quality statistics, which is verified by EmpikPlace.
If your statistics are:
  1. high – you can get a Super Seller status,
  2. below the requirements – your store mayn be suspended.
You can find more information here. 

Customers’ comments and merchants answers are available on empik.com.


When can a customer's review be removed?

According to the rules of rating Sellers on the Empik platform, the rating can be removed in the following cases:
  1. If the review is inconsistent with the aforementioned rules and regulations (e.g. contains vulgarisms, violates copyright law, contains personal information),
  2. It is clear that the review was written on the wrong transaction or is untrue (for example, it is intended to artificially lower/increase the Seller's rating),
  3. The customer has requested Empik to remove the previously created review (or the Seller has requested Empik to remove the review on behalf of the customer after providing the proof af such permission from the customer). Such a situation may occur, if the customer wishes to remove theirreview after receiving a missing part of the order or the item has been replaced with the correct one.
Each time a review is removed, the customer is informed about it through email.

How do I report an opinion that may violate the rules or that the customer has agreed to remove?

Requests for removal of customer rating should be submitted to the Support Department through email at support-marketplace@empik.com. 
  1. If the review violates the rules or involves an imcorrect order, report it to us. We will analyze the situation and if we think that the review actually violates our regulations – we will remove it.
  2. If the rating is supposed to be removed after reaching an agreement with the customer – send us proof that the customer has agreed to remove the rating, or ask the customer to contact our Customer Service Department and tell us that they want the rating to be removed.
Each time a review is removed, the customer is informed about it through email.

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