Ratings and Customer Feedback
Use ratings as a directional product and service signal. Currently, OKNowShop publishes a product rating and its count only when the score is based solely on verified OKNowShop customer ratings. Customer review text and seller replies are not published on product pages.
The current contract
| Capability | Current behaviour |
|---|---|
| Product rating | Shoppers see a rating and count only when eligible verified-purchase customer ratings exist. Editorial or mixed scores are not shown. |
| Customer rating capture | Eligible verified-purchase customers can submit a star rating. Optional written feedback may be retained for moderation and operations, but is not currently public. |
| Public review text | Not currently displayed. There is no public reviews tab. |
| Seller replies | Not currently a shopper-visible communication channel. |
| Templates, AI replies, campaigns, and review analytics | Not part of the currently supported seller workflow. Do not plan an operating process around these routes. |
| External review imports | Not supported. Ratings from another marketplace are not treated as OKNowShop verified-purchase ratings. |
The Reviews area may show rating or private-feedback data available to your account. Treat it as an operational signal. A legacy Respond control does not mean a reply will be published to shoppers.
What to do with a rating signal
- Check whether the product description, images, attributes, price, stock, and shipping promise are still accurate.
- Look for an order-linked message, return, dispute, or support case that gives enough context to act safely.
- Correct the listing or fulfilment problem you can substantiate.
- Use Messages or the relevant order/return workflow for customer-specific resolution. Do not disclose order or customer details in general product copy.
- Escalate suspected abuse through seller support; do not attempt to identify or confront a rater.
Low ratings without written context are a prompt to investigate, not proof of a specific defect. Avoid changing a product or policy on one unexplained event; look for repeat evidence across orders, returns, messages, and ratings.
Ratings and search
Typed search uses the qualifying customer-rating count as one small merchant-quality input after the product has matched the query. When a customer-only product rating is shown, its count is shown too; review text remains private. See Search Visibility for the published ranking contract.
Do not solicit, incentivise, gate, or selectively request positive ratings. Self-service review-request campaigns are not currently available. If the marketplace activates an approved post-purchase request programme, its eligibility and wording are controlled by OKNowShop rather than configured from this guide.
Related guides
- Product Quality — improve listing readiness and claim support
- Order Management — accept, reject, and dispatch order lines
- Returns and Disputes — resolve order-specific problems
- Feature Availability — current rollout boundaries