THE RSR SCORE
What's in a score?
We're going to get you familiar with a bunch of terms around our score to help understand how we put it together.
Review Labels
If you see a 'Verified' label, it means the review came in from one our automated or invite review methods. This is how retailer who work with us can launch review collection. This could be
- JavaScript that launches a pop-up on checkout and can opt-in to recieve an email after purchase is fullfilled
- JavaScript that launches a pop-up on checkout that captures a review at the point of sale and follows up after fullfillment for any amendments or additions
- API Invites that invite customers to leave a review
- BCC - which triggers a review invite upon a certain event (like after a customer service experience or a shipping fullfillment)
- Direct Invite Links - But the retailer has worked with our team and we've approved the method of collection to be a post transaction process.
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Invite Label
If you see a 'Verified' label, it means the review came in from one our automated or invite review methods. This is how retailer who work with us can launch review collection. This could be
- Accelerator → Reviews submitted from merchant-initiated uploads (CSV) where invitations are sent by our system.
- Direct Invite Links - Retailers have provided direct invite links on mailer campaigns
Review Flows & Labels
We have four core review flows and retailers can customize a variety of aspects of this review flow like survey delay, survey text to match their brand guidelines, etc.
📧 Post Purchase Email – Invitations sent once an order has been fulfilled, ensuring reviews are based on the complete shopping journey.
🛒 Checkout + Post Purchase Email Follow Up – Reviews captured at purchase and then confirmed or updated after delivery. These type of reviews don't go live until the Post Purchase Email Follow up is sent out giving the reviewer an opportunity at two touch points to enter sentiment about a purchase flow. The review sentiment may be captured at either points in the review capture process.
⚡ Checkout Reviews – Immediate impressions collected at the point of purchase, highlighting the trust, ease, and confidence of the buying experience before fulfillment. This is in the form of a pop-up
✍️ Organic Reviews – Reviews written by customers who voluntarily share their experiences, whether or not they were
prompted, providing authentic and unsolicited perspectives.
WHAT HAPPENS WHEN YOU SUBMIT A REVIEW?
review workflow
Verified Review Sources
The large majority of reviews on our platform (approximately 90%) are provided directly by participating brands. These brands supply authenticated customer experiences, ensuring that the feedback originates from real transactions.
Robust Anti-Fraud Safeguards
Every review passes through automated fraud-detection systems designed to protect accuracy and trust. These checks include:
1. Screening for personal information disclosures (PII), vulgarity, and other prohibited content.
2. Monitoring submission patterns such as unusually high frequency or rapid posting that may indicate manipulation.
3. Applying additional risk signals to flag and prevent inauthentic or “farmed” reviews.
The large majority of reviews on our platform (approximately 90%) are provided directly by participating brands. These brands supply authenticated customer experiences, ensuring that the feedback originates from real transactions.
Robust Anti-Fraud Safeguards
Every review passes through automated fraud-detection systems designed to protect accuracy and trust. These checks include:
1. Screening for personal information disclosures (PII), vulgarity, and other prohibited content.
2. Monitoring submission patterns such as unusually high frequency or rapid posting that may indicate manipulation.
3. Applying additional risk signals to flag and prevent inauthentic or “farmed” reviews.
REVIEW PENDING PERIODS
Reviews are put into a pending period in which they are held. For example reviews can take 48 hour business hours or more to go live as they go through our review and check system. Some review platforms publish reviews immediately - we almost never do. This gives our system and team as well as retailers time to fix issues, remediate it, or double check content against policy guidelines. Retailers who work with us can specify longer pending times to work with customers to fix issues.
When a reviews is past the pending period and it hasn't been flagged for further investigation - it goes live.
When a reviews is past the pending period and it hasn't been flagged for further investigation - it goes live.
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Why isn't my review showing up
Reviews are never taken down due to score nor can anyone pay to have reviews taken down because they are negative.
If your review isn't showing up and you don't know why - there are a few ways to remediate the issue.
🚩 Check it out our guidelines here.
🚩 Our flagging terms and content compliance which tries to ensure content is relevant to brand and not off-topic (for example) or is about the business.
Reviews can also be Reported by shoppers or retailers right on the public review page as well for a variety of content issues (vulgurity, copyright, etc)
This is where our Content Moderation comes in. A team of human moderators that evaluate the flags, may contact reviewers and retailers alike for evidence.
If your review isn't showing up and you don't know why - there are a few ways to remediate the issue. Check it out our guidelines here.
If your review isn't showing up and you don't know why - there are a few ways to remediate the issue.
🚩 Check it out our guidelines here.
🚩 Our flagging terms and content compliance which tries to ensure content is relevant to brand and not off-topic (for example) or is about the business.
Reviews can also be Reported by shoppers or retailers right on the public review page as well for a variety of content issues (vulgurity, copyright, etc)
This is where our Content Moderation comes in. A team of human moderators that evaluate the flags, may contact reviewers and retailers alike for evidence.
If your review isn't showing up and you don't know why - there are a few ways to remediate the issue. Check it out our guidelines here.
REVIEW AUDIT PROCESS
Out platform also periodically deals with review audits, where we will go through both the platform, content and review side and audit past reviews en scale with newly developing AI tools. Here is the run down.
For Reviewers
A QuickGuide to your Reviews
Learn about writing reviews, responsibilities, and more.
Security and your Data
Learn how ResellerRatings protects your data and compliance with regulatory programs.
Understanding Store Algorithm
Demystify the review score on ResellerRatings - find out what goes into a store score, the review types used and more.
Understanding Review Collection & Labels
An overview of verified labels, review collection and more.
Reporting or Flagging Reviews
As a consumer, learn how to report and flag reviews. You can check out our content policy guide on acceptable review content.
Reviewer FAQ
For Brands & Stores
Flagging Reviews
You can't remove reviews on ResellerRatings, however you can flag them under our terms.
Store Banners and Warnings
Warning banners placed for consumers. Heres how they work and how to get them removed.
Advertising on ResellerRatings
Understand how your pages are used for Advertising and how Retailers can advertise.
Delisting your store
Don't want your store on ResellerRatings.com? Here's how to work with us on that.
Retailer FAQ
Other Frequently Asked Questions
Community
Found a store with fake reviews or suspicious content! Flag the review or help us by contacting us to investigate