Review guidelines

• Write about your own order, from your own experience.
• Be honest and specific: what went well, what went wrong, how the webshop handled it.
• Negative reviews are welcome. Abuse, personal details and advertising are not.
• Nobody may pay or reward you for a review, or for changing one.
• Webshops cannot remove reviews. A person at Verifio decides on every report.

Only customers who actually ordered from the webshop. After your order you receive an invitation through Verifio, and every invitation belongs to one order the webshop reported to us. That is how we know a review comes from a real customer.

• One review per order. If you order again later, that order gets its own invitation.
• You can write about any part of the order: the products, the price, the delivery time, the packaging, returns and customer service.
• The delivery is part of your experience with the webshop. If your parcel arrived late or damaged, you can say so.
• Write the review yourself. Nobody else, including the webshop, may write it for you or submit it in your name.

These are tips, not rules. They make your review more useful to other customers and to the webshop.

• Be specific. "Arrived after 9 days while 2 were promised" helps more than "slow".
• Describe what happened rather than drawing conclusions. "I paid on 3 May and have had no parcel and no reply since" is clearer than a label like "scam".
• Let your star rating match your story. The stars count toward the Trustscore, so rate the experience as a whole.
• Write when you have the full picture, for example after using the product or once a return has been handled. You can update your review later.
• Write in any language you like.

Honest criticism is part of a fair picture, and it helps webshops improve. We do not remove a review because it is negative, because the webshop disagrees with it, or because the problem was solved afterwards.

You can be direct and still stay civil. Criticise what happened, not the people involved. Swearing at or insulting staff is the kind of content that gets a review removed, while the complaint itself would have been fine.

• You can update or delete your review yourself at any time. Sign in on verifio.eu with the email address you used and open your reviews under your account.
• When the webshop has resolved your issue, it can ask you once whether you want to update your review. You do not have to change anything, and the webshop may not reward you if you do.
• Can't sign in or can't find your review? Email hello@verifio.eu from the address you used, with a link to the review, and we update or remove it for you.
• A changed rating counts toward the Trustscore straight away. A removed review no longer counts.

• Invite all customers of eligible orders, or use the automatic invitations. Inviting only customers you expect to be happy (review gating) is not allowed.
• Never offer anything in exchange for a review or for changing one: no discounts, gift cards, free products or refunds that depend on what the customer writes. Solving a problem is good service, as long as it does not depend on the review.
• Do not write reviews yourself, and do not ask staff, friends or family to write them, or buy them.
• Do not pressure reviewers. No repeated requests, no demands to change or remove a review, and no threats of legal action to silence an honest review. Use the one-time "has your issue been resolved?" request in the dashboard instead.
• Use Verifio widgets, badges and the Trustscore as provided, without changing them or selecting quotes in a misleading way.

Webshops can post one public reply per review and edit it later. The customer gets an email when you first reply. A good reply thanks the customer, addresses the specific issue and explains what you did or will do.

• Stay professional, also when a review feels unfair.
• Do not share details the customer did not mention, such as order numbers, addresses or what they bought.
• No advertising, discount codes or links in replies.
• Replies follow the same rules as reviews and can be removed if they break them.

• Webshops flag a review in the dashboard and choose the reason: harmful or illegal, personal information, advertising, or about a different business.
• Anyone else can report a review by emailing hello@verifio.eu with a link to the review and the reason.
• Only report reviews that break these guidelines. A review is not wrong because it is negative or because you remember the order differently; reply to it instead.
• A report is not a decision. A person at Verifio assesses every report. If we remove a review, we tell the author why and how to object, and the reporter hears the outcome as well.
• Do you disagree with our decision? Reply to our message. Someone who was not involved in the first decision looks at it again.

• Reviews and replies that break these guidelines are removed and no longer count toward the Trustscore.
• Customers who repeatedly break the rules can be blocked from writing reviews.
• For webshops that break the rules, for example by rewarding or faking reviews, Verifio can take down the Trustscore, badge or account and can show on the public profile that the webshop broke the rules.

The Trustscore is calculated automatically from verified reviews and the outcome of invitations, and cannot be bought. How that works is explained on verifio.eu/how-it-works.