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How ratings and reviews work
Sales rating summary
You can check how your customers rate shopping from you. You will see which areas of your sales are at a high level and which need improvement.
You can find the sales rating summary in the Ratings Received tab. There, you can check the average sales rating, recommendation percentage, and all ratings from the last 12 months.
(1) Recommendation percentage
We calculate it with the following formula:
Recommendation percentage = (the number of Recommended ratings from the last 12 months / (the number of Recommended ratings from the last 12 months + the number of Not recommended ratings from the last 12 months )) x 100
We round the result to the nearest tenth — for example:
- 0.99950 * 100 = 99.950 ≈ 100%, but
- 0.99949 * 100 = 99.949 ≈ 99.9%.
(2) Average sales rating
We calculate it from the last 12 months and update after each rating you receive. We round it to the nearest tenth — for example, 4.44 ≈ 4.4, but 4.45 ≈ 4.5
(3) Rating list
There, we display all your ratings from the last 12 months. Next to each rating, you can see how many stars you were awarded for compliance with the description and customer service. You can use filters to browse ratings more easily.
When you select the filter:
- All — you will see all ratings buyers have given within the last 12 months (also the ones we do not include in your statistics)
- Recommended — you will see all Recommended ratings that buyers have given within the last 12 months (also the ones we do not include in your statistics)
- Not recommended — you will see all Not recommended ratings that buyers have given within the last 12 months (also the ones we do not include in your statistics)
Lowering the score — you will see the Recommended and Not recommended ratings:
- that buyers have given within the last 12 months
- in which buyers have awarded less than 5 stars
- that can be edited by the buyer at your request.
Ratings received and your sales quality
You can check statistics regarding recommendations from buyers (thumbs up and down) in the My Sales Quality tab. There, we account for ratings you got in the last 30 days. That means results you can see in the My Sales Quality dashboard may differ from the ones in the Ratings Received tab — there, you can check ratings from the last 12 months.
Which ratings we account for in your statistics
You can check the list of all ratings the buyers have left you in the last 12 months in the Ratings Received tab. However, we do not take some of them into account while calculating your statistics. Next to those ratings, you will see the information: We will show the rating to buyers, but it will not affect your average and a question mark icon. When you hover over it, you will learn why we do not consider a given rating in the statistics.
There may be 4 reasons for that.
- The buyer has already rated another purchase from you that has been made recently — we can include in your statistics several ratings from the same buyer, on condition that they rated the purchases made at least 3 days apart. We do this to prevent abusing that option.
- The rating refers to the delivery time estimated by Allegro that the buyer saw in the offer — we may exclude such a rating from the statistics if the buyer left a comment clearly suggesting that it refers to the delivery time we estimated (you dispatched the parcel at the time you declared). If you want us to exclude such a rating, let us know.
- The rating is a result of technical problems or actions of Allegro the seller had no control over — we may exclude such a rating from the statistics if the buyer left a comment clearly suggesting that it is a result of technical problems or our actions. If you want us to exclude such a rating, let us know.
- The rating results only from a delay on the carrier's part — we may exclude such a rating from the statistics if:
- the customer gives you the Not recommended rating and indicates delayed delivery as the reason, and
- the customer adds a comment of less than 5 characters or does not add a comment at all, and
- we confirm that you dispatched the parcel on time ― as you declared in the offer.
We exclude the ratings relating to the carrier’s delay within 3 days from the moment the parcel with the relevant order is scanned.
When we exclude such a rating, we will not consider it in the statistics you can see:
- in the Ratings Received tab — in the average rating and the recommendation percentage
- in the My Sales Quality dashboard, in the Recommendations from buyers metric.
We also do not account for ratings that were removed — by us or the buyers — in the average rating or recommendation percentage.
We automatically exclude also the first negative rating from the last 30 days from your sales quality. Learn more.
Additional information
- We display the average sales rating and the recommendation percentage in your offers.
- Only registered buyers that made a purchase from a given seller can give their ratings. Unregistered buyers that buy from you cannot give a rating.
- Buyers cannot rate canceled purchases.
- You cannot remove a rating left by the buyer on your own. However, you can ask the buyer to change or remove it. This applies to both the Not recommended and Recommended ratings. You have 90 days from the date of purchase to do it.
- You can ask the buyer to remove or change a given rating just once. However, if the buyer changes their rating or removes it and gives you a new one — we will consider it a new rating. That is why you can ask the buyer to change or remove it.
- If the buyer removes the rating, they can give you a new one again within 90 days of the purchase.
- If 90 days pass from the purchase, the buyer can contact us and ask us to remove the rating.
- If the buyer changes their rating or removes it and gives you a new one — we will consider it a new rating. That is why we account for every new unique rating (given for a purchase made with the same seller at least 3 days after the previous purchase) in your statistics — from the day it was given (if the buyer removed a rating and gave a new one) or edited (if the buyer changed the rating).
What you can do in the Ratings Received tab
What a sales rating is
Learn what the sales ratings are and where you can find information about them. Check when we can exclude ratings from your statistics.
When buyers give you a rating:
- they declare whether they recommend shopping at your store — by clicking thumbs up (they recommend it) or thumbs down (they do not recommend it)
- they rate two areas: compliance with the description and customer service — depending on whether they are satisfied, they can award you from one to five stars in each of those areas One star is the lowest rating, and five stars is the highest one.
- they can add a comment — however, that is not mandatory
- they can justify their decision — it is not mandatory for positive ratings. However, if the buyer selects that they do not recommend buying from you, they need to provide a reason.
Reasons for positive ratings:
- Good customer service
- Seller replies quickly
- Eco parcel
- Product secured well
- Delivery on time
- Delivery before estimated time.
Reasons for negative ratings:
- Unpleasant customer service
- No reaction to messages
- Late refunds
- Environmentally unfriendly packaging
- Product secured poorly
- Delayed delivery
- Different product delivered
- Product was dispatched damaged
- Incomplete order
- The order has not been delivered
- Missing VAT invoice
- I suspect that the product is not genuine.
We display most of the reasons in the Ratings Received tab and the Rating list. It means they are visible to you and customers. The only exception is the reason I suspect that the product is not genuine. We only display it in the Ratings Received tab — where only you can see it.
Where we display information about sales ratings
- In the Ratings Received tab — there, you can find all buyers’ ratings from the last 12 months.
- On the Rating list — buyers can access it by clicking all ratings and reviews in the About the seller section. Based on this information, buyers can check whether you are a trustworthy and recommended seller.
- In the Sales Quality dashboard — in the Recommendations from buyers metric, we award you points based on the ratings your buyers have left in the last 30 days.
How we calculate the recommendation percentage
We calculate it with the following formula:
Recommendation percentage = (the number of unique Recommended ratings from the last 12 months ÷ (the number of unique Recommended ratings from the last 12 months + the number of unique Not recommended ratings from the last 12 months )) x 100
We round the result to the nearest tenth — for example:
- 0.99950 x 100 =99.950 ≈ 100%
- 0.99949 x 100 =99.949 ≈ 99,9%.
Which ratings we do not account for in your statistics
Removed ratings
In the recommendation percentage and the Recommendations from buyers metric, we do not account for ratings that have been removed — by customers or by us. We also do not display removed ratings on the Rating list or in the Ratings Received tab. We will only display information about the number of removed ratings.
Excluded ratings
We may exclude some ratings from your recommendation percentage and the Recommendations from buyers metric. Next to such ratings, you will see the information: Rating does not count towards average and a question mark icon. When you hover over it, you will learn why we do not consider a given rating in the statistics.
There may be 4 reasons for that.
- The buyer has already rated another purchase from this seller that has been made recently — we can include in the seller's statistics several ratings from the same buyer, on the condition that they rated the purchases made at least 3 days apart. We do this to prevent abusing that option.
- The rating refers only to the time of delivery estimated by Allegro that the buyer saw in the offer — and that is clearly stated in the comment the buyer added to the rating (you dispatched the parcel as declared). If you want us to If you want us to exclude such a rating, let us know.
- The rating is a result of technical problems or actions of Allegro the seller had no control over — we may exclude such a rating from the statistics if the buyer left a comment suggesting that it is a result of technical problems or our actions. If you want us to exclude such a rating, let us know.
The rating results only from a delay on the carrier's part — we may exclude such a rating from the statistics automatically if:
the customer leaves the Not recommended rating and selects the delayed delivery as the reason and
- the customer does not add a comment to the rating, or the comment is no longer than 4 characters and
- our system shows that you managed to dispatch the parcel according to the dispatch time provided in the offer.
We exclude ratings that result from a delay on the carrier’s part within 3 days from when the parcel gets scanned by the carrier.
The first negative rating
We also automatically exclude the first negative rating from the last 30 days from your sales quality. Learn more.
Additional information
- We display the recommendation percentage in your offers.
- Only registered buyers that made a purchase from a given seller can give their ratings. Unregistered buyers that buy from you cannot give a rating.
- Buyers cannot rate canceled purchases.
- You cannot remove a Not recommended rating left by the buyer on your own. However, you can ask the buyer to change or remove it. You have 90 days from the date of purchase to do it.
- You can ask the buyer to remove or change a given rating only once. However, if the buyer changes their rating or removes it and gives you a new one — we will consider it a new rating. That is why you can ask the buyer to change or remove it.
- If the buyer removes the rating, they can give you a new one again within 90 days of the purchase.
- If 90 days pass from the purchase, the buyer can contact us and ask us to remove the rating.
- If the buyer changes their rating or removes it and gives you a new one — we will consider it a new rating. That is why we account for every rating (given no earlier than 7 days from giving a previous rating to the same seller) in your statistics — from the day it was given (if the buyer removed a rating and gave a new one) or edited (if the buyer changed the rating).
How to ask the buyer to remove or edit their rating
You cannot edit a rating given by buyer. However, you can ask the buyer to change it.
You cannot remove the Not recommended rating on your own, but you can ask the buyer to change it. You have 90 days from the date of purchase to do it.
Additionally, you can respond to a rating — a positive or a negative one
How to ask the buyer to change their rating
- Go to the Ratings Received tab.
- For the rating you want to request changing, click [request to edit a rating].
- Provide the reason for your request and click [send request to buyer]. The buyer will get the message along with your request to change the rating.
What happens when the buyer receives my request to change the rating
We send the buyer an email with:
- the rating in question
- your request rationale
- day and time by which they can edit or remove the rating.
If they click [I agree] in the email — they will be redirected to the page where they can edit or remove the rating. We will also let you know by email if the buyer removes or edit their rating.
Additional information
- You can ask the buyer to remove their rating just once. However, if the buyer changes their rating or removes it and gives you a new one — we will consider it a new rating. That is why you can ask the buyer to change it again if you want.
- If they remove the rating, they can give you a new one again within 90 days of the purchase. You can ask the buyer to change it within 90 days of the purchase, too. However, the later you do it, the less time the buyer has to change or remove the rating.
- If the buyer removes their rating, it will not affect your recommendation percentage.
- If the buyer removes the rating and indicates seller granted compensation as the reason, we will display information about the removed rating on your Rating list.
How to respond to a rating
- Go to the Ratings Received tab.
- For a rating you want to reply to, click [respond to the buyer].
- Type in your message and click [respond].
Your response will be visible to all buyers.
How you should respond to the Not recommended rating
- The response to the buyer's rating is not a good place to communicate with the buyer. Before you reply, try to solve the problem with the buyer. If that happens, you can write in your response that you have managed to reach an agreement.
- There is no time limit for you to reply.
- Address negative ratings respectfully and professionally. How you reply shows your engagement and involvement in solving the problem.
- Keep your distance, tame your emotions, and try to understand the buyer's perspective.
What if the buyer makes a purchase just to give me a "Not recommended" rating
Let us know about it — click [contact us] under this article.
When we can change the buyer’s rating
In some cases, we may remove ratings and comments left by your customers.
In some cases, we can remove ratings and comments left by buyers. We can do it:
- at the buyer's request — in any situation, for example, if they have already edited the comment, but they want to do it again. In this case, they can contact us and ask us for help.
- at your request — for example, if the buyer does not edit their rating despite your request, and the comment clearly indicates that the rating has been given by mistake.
- if the comment violates our rules or Terms & Conditions
- when a violation is reported — buyers and sellers can use the report violation option that we display next to comments and replies in the seller's Product reviews section. You can use that option if a given comment violates:
- personal property or contact details
- patent rights, copyrights, company secrets
- other provisions of the law.
We assess each request individually. We may choose not to act if we decide we do not have enough grounds to do so.
Check what we can do in specific cases in the table below.
| Case | What we can do |
|---|---|
| The comment violates our rules or the Allegro Terms & Conditions. | What we can do Remove both the rating and the comment. |
| The rating is posted for the wrong transaction. | What we can do Remove the rating and the comment ― if its content clearly indicates that a mistake has been made. If there is no comment, we cannot remove the rating. |
| The buyer rates the transaction too early. | What we can do If the rating type and comment content does not clearly indicate that a mistake has been made, we cannot act on it. |
If any of the situations above apply to you and you want us to remove the rating — let us know about it. Click [contact us] under this article.
We can exclude some ratings from your sales quality
Even if we do not remove a given rating, we can exclude it from your statistics. That way, it will not affect your sales quality level. Check when we do that.
We do not remove ratings and comments given:
- as a result of misunderstanding between you and the buyer — as long as they comply with our rules
- because the item does not match the description or its quality is unsatisfactory
- for the customer service and contact with the seller
- for the delivery cost
- if there were problems with package delivery on the carrier's part.
We can remove ratings and comments on the basis of the relevant court ruling.
Ratings given in exchange for a benefit
Under our Terms & Conditions:
- you must not persuade the buyer to give a rating or edit an existing one in exchange for benefits (like discounts, free products, vouchers, or money)
- buyers must not buy a product only to leave a rating — that is to manipulate the ratings or for financial or other benefits.
That means we consider it a violation of the Terms & Conditions when, among others:
- you add to your parcel an extra product with a note asking for a review
- you ask the buyer to change the review and offer a discount for the next purchases in exchange
- you ask the buyer to remove the review and offer them a refund for purchases in exchange
- the buyer expects a discount for the next purchases in exchange for giving or changing the review.
When violations described above are reported to us, we may remove such a rating or take other measures.
We do not consider as a violation the situations when, among others:
- you add a note to the parcel to thank for the purchase and ask for a review
- you add an extra product or sweets and a note in which you thank for the purchase
- you add samples of other products
- you offer the customer compensation for a failed transaction but do not urge them to change or remove the rating.
What a buyer can include in a transaction review
Customers on Allegro can post subjective comments on the transaction. However, they should not post offensive content or sensitive data.
The sales rating system is a platform for subjective and independent buyers’ transaction reviews. Apart from rating the sales, the buyers can also leave comments.
- A comment should contain:
- an item description (state, compliance with to offer description)
- a transaction description (dispatch time, customer service).
- A comment cannot contain:
- curse words, obscene or pornographic content, hate speech, especially if it promotes racism, xenophobia, or international conflicts
- offensive content – terms considered offensive, contemptuous, or insulting – only if they refer to a seller, not to products they offer
- words such as: thief, fraud, cheated, sponged me on – towards people who did not receive a final and binding judgement because it may be considered violation of personal rights
- contact details of buyers and sellers (including the first name, last name, home address, contact number, email address)
- solely marketing information
- commercial information
- website addresses.
Leaving a descriptive rating is not obligatory. The buyer can rate a transaction within 90 days. When the deadline is closing, we remind them about the possibility to rate the transaction.
