While positive feedback is always welcome, it’s essential to recognize that negative reviews are also a valuable part of doing business. They provide an opportunity for us to better understand our customers' needs, identify areas for improvement, and demonstrate our commitment to delivering the best possible experience.
There are a couple of ways that you can manage negative reviews:
- First, consider if there’s anything you can do to change the retailer’s experience to a positive one. Retailers can edit their review for up to 180 days after their order has been delivered.
- You also have the ability to reply publicly to the review. Leaving a public reply will provide helpful situational context for other retailers reading the review. We’ve heard from retailers that they put a lot of weight into brand replies that address issues mentioned by other retailers in their reviews. You can do so by clicking on the Respond publicly button on the review in your portal
If you and your retailer are unable to resolve the issue, consider viewing it as an opportunity for improvement and growth.
What are the brand review policies?
Under our policy, reviews of brands posted to Faire may not:
- Contain advertising or spam
- Include offensive, harassing, racist, defamatory, or discriminatory content
- Be obtained or influenced through coercion
- Contain feedback that is wholly unrelated to the products or services offered, not specific to the brand or within their control on Faire
- Reveal private information or confidential commercial or financial information of a brand or retailer
- Undermine the integrity of Faire’s review system, including inappropriate usage of reviews
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Be obtained through means intended to falsely inflate a brand's review score, for example, by:
- Having a friend or a family member leave a biased, inauthentic, or untruthful positive review
- Compensating or otherwise influencing a third party to leave a biased, inauthentic, or untruthful positive review
- Suggesting or influencing the retailer’s review content or star rating
- Contain any other content that Faire deems inappropriate.
Please be aware that the review policies mentioned above are determined solely by Faire, and we reserve the right to remove any review that we consider inappropriate.
Will Faire remove reviews that don’t comply with the review policies?
Our goal is to ensure that our review process is as fair and transparent as possible, and there are certain situations where we are unable to take action. We are unable to remove the following types of reviews:
- Faire will not remove a review that complies with our policies, even if you disagree with the retailer’s opinion of the item and the service they received
- Faire isn’t in a position to judge the accuracy of a retailer’s statement about things like an item’s quality, craftsmanship, materials, description, or brand communication
- Faire can’t determine how reasonable retailer reviews are
- Faire can't judge whether a retailer received an item even if tracking seems to indicate it was delivered to the retailer
- A review may be eligible to be removed if it’s solely about the actions of a third party, but a review that mentions a third party alongside a review of the item or service provided may not qualify for removal
- If the retailer agreed in a conversation with you to edit their review, but the retailer hasn’t done so
What should I do if I believe a review violates Faire’s policies?
If you believe a review violates our policies, you have the ability to report it for removal in your account for up to 60 days after it’s been posted.
To report a review:
- Navigate to your Shop settings tab
- Select ‘Reviews’
- Once on the Reviews page, find the review you would like to flag
- On the right-hand side, click on the ellipsis ‘...’
- From the dropdown, select ‘Flag for removal’
- A pop-up will appear
- Within the pop-up, select a reason for flagging the review from the drop-down and leave a comment with any further details
- Once complete, click ‘submit request’
Once submitted, a member of our team will look into the reported review, and you will be notified via email whether or not it qualifies for permanent removal.
For more information on how to flag a review, please see Following up on your reviews.