Order notation is an essential step. It is taken into account in our algorithm and in the MQS. Sellers with the best customer satisfaction are those who will be the most visible on the platform.

What’s more, the rating marks the time of receipt of the parcel, and therefore gives you an indication of the delivery time. The faster the buyer rates you, the faster you’ll have delivered, and that’s a plus for you.

Buyers can rate your products between 1 and 5, and can also leave a comment. All this will be visible to consumers and will therefore influence conversion in your store.

You’ll receive payment for your sales as soon as the buyer’s rating has been received. For more information on payments and deadlines, please click here.

If the buyer has not noted your transaction within 10 days, you can send them an initial reminder from your Order Tracking.

To access it, go to your account and click on the number of your sale from the All my sales page.

Once you’ve clicked on the order number you’re interested in, you’ll be taken to the sale details. If the buyer hasn’t yet confirmed receipt of the product, you can send a reminder.

However, before confirming receipt, the buyer must check the conformity of the item he/she has ordered, and it is normal that he/she does not do so as soon as he/she receives the parcel.

In any case, if a buyer forgets to confirm receipt, the sale is automatically paid for 23 days after the order date (the following Monday or Thursday), provided the buyer has not lodged a complaint.

When buyers rate a transaction, they are asked to assess only those facts directly related to their order (quality of communication with the seller, care taken with the packaging, speed of dispatch, match between the product received and the advert, etc.).

Rakuten in no way questions your seriousness and responsiveness as a seller. In order to ensure the transparency and reliability of our rating system, we are only able to intervene on ratings and comments given by buyers when these are contrary to our terms of use and/or current regulations.

If you’d like to make a clarification, you can comment on a buyer’s note by clicking on Latest customer comments in the Sales section of your account.

However, please ensure that your response complies with Rakuten’s Communication Charter and our Terms of Use.

If a buyer has left you a comment containing insulting or defamatory remarks, complaining about delays attributable to La Poste or the carrier, mentioning characteristics specific to the operation of the site or evoking a completely different transaction, you can contact us using this form.