Review Policy
Prohibited practices
The following activities are not allowed on Kapsule:
- Offering discounts, refunds, or free products in return for a positive review.
- Asking customers to remove or alter negative reviews.
- Creating fake reviews for your own products.
- Hiring third parties to post misleading or inauthentic reviews.
Violating the review policy may lead to the removal of reviews, loss of promotional privileges, and possible account suspension.
What you can do instead
While incentives are prohibited, vendors are encouraged to ask customers for honest, unbiased feedback. Acceptable practices include:
- Following up through Kapsule’s messaging system to thank customers and remind them they can leave a review.
- Including a polite note in packaging (e.g., “We’d love your honest feedback on Kapsule”).
- Improving products and service so customers naturally want to leave positive reviews.
Reviews should reflect genuine customer experiences — whether positive, neutral, or negative.
Benefits of authentic reviews
- Build stronger credibility with customers.
- Increase conversion rates as buyers trust verified opinions.
- Provide vendors with valuable insights for product and service improvement.
Focus on delivering excellent customer service and reliable fulfilment — the most effective way to earn positive reviews is by creating a great experience.
Handling negative reviews
- Treat negative feedback as an opportunity to improve.
- Respond professionally and constructively through Kapsule’s platform.
- Resolve issues quickly to show customers you care.
Do not retaliate against customers who leave negative reviews. Harassment or pressuring them to change reviews is a violation of Kapsule’s policies.
FAQs
1. Can I ask customers to leave a review?
Yes, but you must not offer any reward, discount, or incentive in return.
2. Am I allowed to give a free product for testing?
Not on Kapsule. All reviews must come from genuine customer purchases through the platform.
3. What if I receive a fake or abusive review?
Report it to Kapsule. Our team will investigate and remove reviews that clearly violate guidelines.
4. Can I ask customers to update their review if I resolved their issue?
You may let them know the option exists, but you must not pressure or incentivise them to change it.
5. Do reviews affect product visibility?
Yes, authentic reviews help boost visibility and credibility, but manipulation is strictly prohibited.
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