1. Purpose

• The purpose of this Vendor Rating & Review Policy is to ensure transparency, trust, and fair competition among vendors, while protecting consumer rights as per the Consumer Rights Protection Act, 2009 (Bangladesh) and applicable Digital Commerce Guidelines.

2. Eligibility to Submit Reviews

• Only verified customers who have completed a purchase on the platform may submit ratings and reviews.

• Reviews can be submitted after:

• Successful order delivery, or
• Order completion after the return window expires.
• Each order is eligible for one rating and one review only.

3. Rating System

• Ratings are provided on a 1 to 5 star scale:

• ⭐⭐⭐⭐⭐ – Excellent
• ⭐⭐⭐⭐ – Good
• ⭐⭐⭐ – Average
• ⭐⭐ – Poor
• ⭐ – Very Poor
• Vendor overall ratings are calculated based on:
• Product quality
• Delivery performance
• Order accuracy
• Customer communication

4. Review Content Guidelines

• Customers may include:

• Product quality feedback
• Delivery experience
• Packaging condition
• Seller behavior and service quality
• Reviews must not contain:
• Offensive, abusive, or defamatory language
• False, misleading, or fake information
• Personal contact details (phone, address, social media)
• Religious, political, or discriminatory content
• The platform reserves the right to edit, hide, or remove such content.

5. Vendor Responsibilities

• Vendors must not:

• Request or force customers to give positive reviews
• Offer discounts, gifts, or refunds in exchange for reviews
• Post fake reviews or manipulate ratings
• Vendors must respond to customer reviews professionally and respectfully.
• Any attempt to influence ratings unfairly is a serious policy violation.

6. Vendor Response to Reviews

• Vendors may respond to reviews to:

• Clarify misunderstandings
• Apologize for service issues
• Provide solutions or explanations
• Responses must be:
• Polite
• Non-defensive
• Non-promotional
• Vendors must not contact customers directly outside the platform regarding reviews.

7. Impact on Vendor Performance

• Vendor ratings and reviews affect:

• Search ranking and product visibility
• Eligibility for promotions and campaigns
• Trust badge or “Top Seller” status
• Account health and continuation
• Minimum performance expectations:
• Maintain an average rating of 3.5 stars or above
• Consistent negative feedback may trigger review

8. Handling Negative Reviews

• Vendors are encouraged to resolve issues through the platform’s dispute resolution system.

• If a review is based on:
• Proven false information
• Courier delays beyond vendor control
• Platform technical issues vendors may request a review investigation.
• The platform’s decision will be final.

9. Removal or Modification of Reviews

• The platform may remove reviews that:

• Violate this policy
• Are proven fake or malicious
• Are unrelated to the actual transaction
• Breach Bangladeshi laws or regulations
• Removal of reviews does not automatically change the vendor rating unless justified.

10. Fraudulent Review Activity

• Any vendor involved in:

• Fake reviews
• Review manipulation
• Third-party review services may face:
• Rating reset
• Financial penalties
• Product delisting
• Account suspension or permanent termination

11. Legal Compliance (Bangladesh)

• This policy complies with:

• Consumer Rights Protection Act, 2009
• Digital Commerce Guidelines (Bangladesh)
• Applicable ICT and cyber laws
• Vendors are solely responsible for any legal consequences arising from misconduct.

12. Policy Updates

• The marketplace reserves the right to update this policy at any time.
• Vendors will be notified via dashboard or email.
• Continued use of the platform signifies acceptance of updated terms.

13. Acceptance

• By selling on the marketplace, vendors acknowledge that:

• Ratings and reviews are customer opinions
• Fair feedback is essential for platform trust
• Violations of this policy may lead to penalties