Reviews: Getting, Responding & Reporting Abuse
How reviews work on Kapsule
- Customers can leave reviews only after completing a purchase.
- Reviews typically cover product quality, accuracy of description, and service experience.
- Ratings are displayed publicly on your product listing and vendor profile.
Reviews cannot be removed simply because they are negative — they reflect real customer experiences.
Encouraging genuine reviews
You are encouraged to seek reviews, but only through appropriate methods:
- Provide excellent service and accurate product descriptions.
- Remind customers (through Kapsule’s automated prompts) that reviews are welcome.
- Keep packaging professional to leave a positive impression.
You must not offer discounts, gifts, or incentives in exchange for reviews — this breaches Kapsule’s policies and may result in penalties.
Responding to reviews
How you respond matters just as much as the review itself:
- Positive reviews: Thank the customer and highlight your commitment to quality.
- Constructive criticism: Acknowledge the issue, explain what you’re doing to improve, and keep the tone professional.
- Unfair reviews: Respond calmly, provide facts, and allow Kapsule to review if appropriate.
“A thoughtful reply to a negative review can turn a one-off mistake into proof of excellent customer care.”
Reporting abusive reviews
While honest criticism is allowed, abusive content is not. You should report a review if it includes:
- Offensive or discriminatory language.
- Irrelevant or misleading claims (e.g., reviewing a product never purchased).
- Attempts to promote other products or vendors.
- Personal attacks or contact details.
How to report:
- Go to the review in your vendor portal.
- Click “Report” and select the reason.
- Provide supporting evidence if required.
- Kapsule will review and take appropriate action.
Do not respond publicly to abusive reviews — let Kapsule handle the investigation to avoid escalating the issue.
Best practices for managing reviews
- Monitor reviews regularly through your vendor dashboard.
- Stay calm and professional, even under criticism.
- Treat feedback as an opportunity to improve your service.
- Share positive reviews on your product updates or store profile.
Use recurring negative feedback as a signal to adjust your product description, packaging, or fulfilment process.
FAQs
1. Can I ask customers directly to leave reviews?
Yes, but only through the tools provided by Kapsule. You may not contact customers outside the platform.
Automated review reminders are built into the system — you don’t need to send your own.
2. Can I remove a review I don’t like?
No. Reviews can only be removed if they breach policy (e.g., offensive language, false information, or spam).
3. How quickly should I respond to a negative review?
Within a few days. Prompt responses show professionalism and reduce the risk of reputational damage.
A slow or defensive reply can appear dismissive and harm your credibility.
4. What if a customer threatens to leave a bad review unless I give a discount?
This is considered extortion and should be reported to Kapsule immediately.
Never agree to provide incentives in exchange for review manipulation.
5. Can I edit my response to a review later?
Yes. If your response needs updating (for example, after resolving an issue), you can amend it in your vendor portal.
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