Reviews and reputation
Keep seller reputation meaningful by tying reviews to completed purchases, won auctions, support outcomes, response quality, and item proof.
Review gate
Only completed commerce can create a review
Saved items, watched items, active bids, lost bids, and open reports never expose review actions. Completed purchases and fulfilled auction wins can.
Eligible
Pickup completed, no open report, item matched condition trail.
Review allowed
Eligible after delivery
Shipment needs delivered status before seller feedback opens.
Wait for handoff
Not eligible
Lost bid can show similar items and pricing memory, not a seller review.
No purchase
Not eligible
Saved and watched items are interest signals only.
No review
Paused
Open missing, damaged, or wrong item report pauses feedback until outcome.
Support review
Moderated
Private data, threats, off-topic claims, or review manipulation move to review.
Policy check
Verified Purchases
- Reviews should open only from completed buy-now orders, won auctions, or supported pickup releases tied to the reviewer account.
- Review cards need item title, order number, seller, handoff method, purchase date, review window, and report status.
- Sold listings can show review summaries without letting visitors review items they did not buy.
Seller Rating
- Seller profiles should show rating, completed sales, response time, cancellation rate, report outcomes, and recent fulfillment quality.
- Rating changes should connect to the item category, seller program, hub handoff, support outcome, and review date.
- Category-specific reputation helps buyers judge trading cards, electronics, sneakers, and local pickup differently.
Buyer Feedback
- Feedback should capture item accuracy, packing, communication, handoff, delivery timing, and whether the condition trail matched the listing.
- Buyers should see plain prompts tied to what happened, not a generic blank text box.
- Photos, support case links, and order evidence should be optional and permissioned.
Review Eligibility
- Eligibility should close when the review window ends, the order is refunded, the case is still open, or support has paused feedback.
- Buyers and sellers should see why a review is available, paused, hidden, or adjusted.
- Review controls should be visible from purchase history, won auctions, order status, and seller profile pages.
Dispute Adjustments
- Open reports should pause or annotate reviews until support resolves missing item, damage, not-as-described, pickup, or authenticity issues.
- Final outcomes should show whether seller fault, buyer misunderstanding, carrier damage, hub issue, or no-fault resolution affected the rating.
- Appeals should preserve the original review, new evidence, decision owner, and customer-visible change.
Response Quality
- Seller replies should stay attached to the review, item, order, support case, and message history when relevant.
- Helpful replies can improve buyer confidence; harassment, off-platform pressure, or private data exposure should trigger review.
- Response metrics should feed seller standards and visibility review.
Review Moderation
- Moderation should cover spam, threats, private data, unrelated complaints, review manipulation, seller retaliation, and proof conflicts.
- Hidden reviews need reason, owner, affected route, appeal state, and whether the rating still counts.
- Staff notes should stay private while buyers and sellers receive clear public-facing status.
Owner Approval
- Owners should approve review gates, rating math, moderation rules, appeal timing, seller visibility effects, and export retention.
- Launch review should confirm reviews connect to account activity, seller profiles, standards, reports, and support operations.
- Rollback controls should pause new review enforcement without hiding existing customer-visible reputation history.
Purchases Center
Completed purchases, auction wins, review eligibility, report holds, and seller follow-up.
Account Activity
Purchases, won auctions, reviews, reports, saved searches, and alerts.
Seller Profile
Reputation, response time, completed sales, active auctions, and reviews.
Seller Reputation History
Verified review breakdown, sales history, response quality, issue history, and buyer actions.
Seller Standards
Listing accuracy, fulfillment, communication quality, disputes, visibility, and appeals.
Order Status
Completed purchase timeline, review eligibility, report entry, and item snapshot.
Returns & Refunds
Eligibility, evidence, seller response, refund holds, and review impact.
Support Operations
Queue staffing, evidence handoff, appeals, quality review, and outcome ownership.
Trust Center
Reports, restricted items, seller standards, moderation, and appeals.
Fraud Prevention
Review manipulation, account signals, message safety, and support evidence.
Current demo state
Reviews are represented as purchase-linked reputation evidence.
The static demo shows review eligibility, seller rating, buyer feedback, dispute adjustments, response quality, moderation, and owner approval using seeded account, seller, order, and support routes.
Future platform state
Launch reviews need account-linked enforcement.
Launch-ready service needs verified accounts, order-linked review creation, moderation queues, rating rules, appeals, seller visibility impact, retention rules, and customer notices.