Rating orders is a crucial step. Indeed, it is taken into account in our algorithm and in the MQS. Thus, sellers with the highest customer satisfaction are those who will be the most visible on the platform.
Furthermore, the rating marks the moment the package is received, and will therefore give you an indication of the delivery time. The faster the buyer rates you, the faster you were in delivering, which is an asset for you.
The buyer will give a rating between 1 and 5 and can also leave a comment. All of this will be visible to consumers and will therefore influence conversion within your shop.
You receive payment for your sales as soon as the rating is submitted by the buyer. For more information on payments and deadlines, do not hesitate to click here.
As a reminder, the higher your rating, the more your Merchant Quality Score (MQS) increases. Make sure to take great care of your order and the delivery!
If the buyer has not rated your transaction after a period of 10 days, you can send them a first reminder from your Order Tracking.
To access it, go to your account and then click on your sale number from the ‘All orders‘ page.
After clicking on the order number you are interested in, you will arrive at the sale details. If the buyer has not yet confirmed receipt of their product, you will then be able to send them a reminder.
However, before confirming receipt, the buyer must ensure the conformity of the item they ordered, and it is normal that they do not do so immediately upon receiving the package.
In any case, if a buyer forgets to confirm receipt, the sale is automatically paid 23 days after the order date (on the following Monday or Thursday), provided that the buyer has not opened a claim.
Note: Rakuten cannot under any circumstances confirm receipt on behalf of the buyer, nor can it send them another reminder to validate the transaction.
When the buyer rates a transaction, they are asked to assess only the facts directly related to their order (quality of communication with the seller, care taken in packaging, speed of shipping, consistency of the product received with the listing…).
Rakuten in no way calls into question your professionalism and responsiveness as a seller. In the interest of transparency and the reliability of our rating system, we are only able to intervene regarding ratings and comments left by buyers when they are contrary to our terms of use and/or current regulations.
If you wish to provide clarifications, you can comment on a buyer’s rating by clicking on ‘Feedback on my sales‘ in the Analytics section of your account.
However, please ensure that your response complies with the Rakuten
If a buyer has left you a comment containing insulting or defamatory remarks, complaining about delays attributable to La Poste or the carrier, mentioning features specific to the site’s operation, or referring to an entirely different transaction, you can contact us via this form.
