Feedback Manager provides buyer insights to your business. You can view short and long-term seller rating metrics, including detailed feedback entries.
The importance of feedback
Buyers can submit only one feedback comment per order. The link to leave seller feedback is on the main Mav Farm website, on the Your Order page in Your Account, and is available to buyers 3 days after the order has been confirmed.
We encourage you to resolve any situations by researching the root cause behind each negative rating, addressing the buyer's concerns, and making improvements to your processes and policies. For tips on managing feedback, see Improve your feedback rating.
What ratings mean
To leave feedback, a buyer must rate you using a 5-star system:
- Positive feedback: 5 or 4 stars
- Neutral feedback: 3 stars
- Negative feedback: 2 or 1 stars
Feedback percentages are rounded off to the nearest whole number and therefore your totals can sometimes add up to 99% rather than 100%. For example, if a seller has 1,001 positive, 15 neutral, and 4 negative ratings, for a total of 1,020 ratings, the percentages will show as 98% (rounded off from .981), 1% (rounded off from .014), and 0% (rounded off from .003), for a total of 99%.
We calculate your feedback score using the following method:
SUM (positive feedback) / SUM (all feedback) for feedback left in the last 30 days, 90 days, 365 days, and lifetime
For example, suppose you have the following feedback scores:
Ratings per feedback: 55, 35, 5, 3, 2
- Total of all positive feedback=90
- Total of all feedback (1 through 5)=100
- Divide positive feedback by all feedback
- Feedback score=90.0%
We aggregate your feedback into 30 days, 90 days, 365 days, and lifetime time-range buckets. In time, your aggregated star rating and positive feedback percentage will change accordingly as your feedback rolls through each time-range bucket.
How ratings are displayed to customers
If you have more than 10 buyer feedbacks over the previous 12 months, customers will see your 12 month feedback rating and lifetime feedback total ratings in the following format on the Offer Listings page:
XX% positive over the past 12 months. (YYYY total ratings).
If you have less than 10 buyer feedbacks in the previous 12 months, or all of your feedbacks are in the past year, customers will see your lifetime feedback rating and lifetime feedback total ratings in the following format on the Offer Listings page:
XX% positive. (YYYY total ratings).
Understanding Feedback Manager
The Feedback Manager consists of two tables:
The Feedback Rating table displays your feedback rating for the past 12 months, as well as your percentages and corresponding actual feedback counts for 30 days, 90 days, 365 days, and lifetime.
The Recent Feedback table is ordered by the date when feedback was received and displays actual feedback with associated Order ID and rating.
In Recent Feedback, you can take the following actions:
- View feedback comments.
- Post a public reply.
- Contact customers.
- Request removal of incorrect feedback (depending on certain cases).
If you would like to contact a buyer in regards to an order or a question, you can contact them directly using the Buyer-Seller Messaging Service templates. For more information, see templates for Buyer-Seller Messaging.
Important: Buyers have 90 days to leave feedback and 60 days to remove it. Mav Farm will remove feedback only when it meets the criteria specified in our policy. For more information, see Can Mav Farm remove buyer feedback?
If a buyer makes a mistake when evaluating and submitting feedback, you cannot edit it, but the buyer can delete it.
If you would like to request feedback removal, you can make a request using the following action in the Feedback Manager:
- Go to the Feedback Manager.
- In the Recent Feedback table, next to the Order ID you want to request feedback removal, select Request removal under the Actions column.
For more information on our guidelines and policies on feedback removal, see When buyers want to remove feedback.