We know that a seller’s reputation on Sellix is an important factor in helping build, manage and grow a successful business.
For this reason, we always want your feedback to properly reflect the service you provide to your buyers. In select situations, we will adjust feedback where we find out that you were not at fault.
This document will go through the protocol in cases revolving feedback removal, adjustments, and more.
Eligible for removal
In cases where this policy has been infringed, the following can be removed:
Buyer didn't pay for a purchase
The delivery was the direct result of a Sellix site issue or program error
We instruct you to hold the delivery or take action to cancel the transaction
Seller already refunded/replaced and/or sent new delivery
At sole discretion of the Sellix security team
Not eligible for removal
The following feedback's aren't eligible for removal:
Containing profanity or links
Late delivery comments
How do I appeal the feedback?
You are able to appeal your feedback directly from your dashboard.
Please allow up to 48-hours for a response, or action, if any to be taken against the feedback.
Feedback appeals are only available for merchants on our Pro and Business plans. Feel free to learn more about our subscriptions if you're interested.
Why does Sellix have this policy?
Sellix implemented this policy to ensure the validity of claims brought up by buyers to keep the Sellix platform safe for sellers. Sellers are a staple to this community, and in order to grow we need to develop ways to protect our sellers in cases where we can operate within our own boundaries.
We adjust seller feedback metrics when we only have objective information available in our system that shows the seller accurately delivered all elements of the transaction, and the feedback was not accurate.