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Review Management Policy

Effective Date: 8 May 2026 · Version 1.0

This policy governs how product reviews are collected, displayed, responded to, and managed on the Vyete platform.

1. Purpose

Reviews are a cornerstone of trust on Vyete. This policy protects the integrity of the review system for consumers, ensures fair treatment of shops, and sets clear rules for how shops may engage with reviews.

2. Review Eligibility

2.1 Who Can Leave a Review

Only verified purchasers — users who have placed and received a confirmed order for the specific product — may submit a review. Reviews are linked to the order reference and cannot be submitted before delivery is confirmed.

2.2 One Review per Purchase

Each user may submit one review per order line item. A subsequent purchase of the same product allows a new review.

3. Review Content Standards

Reviews must comply with the User Content Guidelines. Key requirements for product reviews:

  • Reviews must relate to the product itself, not to delivery speed, packaging, or courier conduct (those are managed separately).
  • Reviews must be based on the reviewer's genuine experience.
  • Reviews must not contain personal information about shop staff or other users.
  • Reviews must be in a language supported by the Platform.

4. How Reviews Are Displayed

  • Reviews are displayed in chronological order by default; users may also sort by rating.
  • Each review shows the star rating, review text, date, and verified purchase badge.
  • Shop responses (see Section 5) are displayed directly below the review.
  • The overall product rating is a weighted average of all verified reviews.

5. Responding to Reviews

5.1 Shop Response Rights

As a Shop Operator you may post one public response to any review. Responses appear below the customer's review and are visible to all users.

5.2 Standards for Responses

Your response must:

  • Be professional, polite, and constructive.
  • Address the specific concern raised.
  • Not disclose the reviewer's personal information.
  • Not contain promotional content unrelated to the review.

Your response must not:

  • Dispute, dismiss, or be aggressive toward the reviewer.
  • Threaten the reviewer with legal action or other consequences.
  • Request that the reviewer change or remove their rating.
  • Offer compensation in exchange for a positive review or review modification.

5.3 One Response Per Review

Once you have posted a response it cannot be edited; you may request its removal via your dashboard, but Vyete does not guarantee removal.

6. Prohibited Review Practices

The following are strictly prohibited and constitute grounds for account action:

6.1 Solicitation of Positive Reviews

You may not incentivise, coerce, or solicit positive reviews. This includes:

  • Offering discounts, gifts, refunds, or other benefits in exchange for a positive review.
  • Emailing customers with requests to "correct" a negative review.
  • Using third-party services that generate fake or incentivised reviews.

6.2 Suppression of Negative Reviews

You may not attempt to suppress or remove genuine negative reviews through:

  • Pressure on the reviewer.
  • Reporting a legitimate review as policy-violating without grounds.
  • Creating a dispute solely to delay publication of a review.

6.3 Competitive Abuse

You may not post or arrange for negative reviews of competitor shops.

6.4 Own-Shop Reviews

You, your staff, family members, or associates may not post reviews of your own shop's products.

7. Reporting a Review

7.1 Grounds for Reporting

You may report a review to Vyete if you believe it:

  • Violates the User Content Guidelines.
  • Contains demonstrably false factual claims.
  • Was submitted by someone who did not purchase the product.
  • Is unrelated to the product experience.

7.2 How to Report

Report a review via Shop Dashboard → Reviews → Report Review with a concise explanation. Vexatious or groundless reports are themselves a policy violation.

7.3 Vyete's Review Decision

Vyete will investigate reported reviews and may:

  • Remove the review if it violates policy.
  • Keep the review if it is legitimate.
  • Apply a content edit if only part of the review violates policy.

Vyete's decision on review removal is final. Reviews are removed only in clear violation cases; Vyete does not remove reviews merely because they are negative.

8. Review Disputes

If you believe a review decision is incorrect, you may escalate within 14 days via Shop Dashboard → Disputes → Review Dispute. Provide supporting evidence (e.g., order records, communications). A senior trust-and-safety officer will review escalated cases.

9. Rating Impact

Shops with a sustained average rating below 3.5 / 5.0 or an unusual pattern of negative reviews may be subject to a performance review, additional moderation, reduced search visibility, or suspension.

10. Updates to This Policy

This policy may be updated as the platform evolves. Changes will be communicated to Shop Operators via the Shop Dashboard and email.

11. Contact

Review-related enquiries: [email protected]