Customer reviews have significantly contributed to the seller's success. In today's market, positive reviews can make a big difference because there are many sellers competing for business. However, inappropriate or abusive reviews can quickly damage a seller's reputation, even if they offer excellent service.
Luckily, sellers have access to tools that can help them deal with irrelevant reviews and ratings, such as our dispute button. This button enables sellers to dispute reviews and ratings that they consider invalid or unrelated to their services.
All seller reviews must follow our noon’s Community Guidelines and Seller Review Guidelines. Any seller reviews from customers that violate these guidelines are subject to removal and can be disputed.
Note: Valid customer review disputes may result in the removal of the entire review
and rating.
How to raise a dispute?
By raising a dispute, you flag and alert noon that the seller review is either irrelevant or the review is breached noon's community guidelines.
Let's check out the steps how to raise the dispute.
Click on Account health and performance. Now click on Reputation Management from the drop down.
Click on the Seller Reviews option and this will redirect you to the reviews page for your account.
Click on View More button.
Click on Dispute button that will allow you to select the reason for your dispute and click on Submit.
Once the dispute is successfully submitted, you will get a confirmation message showing the dispute was filed successfully for the given review.
Note: Sellers can raise a dispute on a review only once. In the event the disputed
review is flagged as invalid, the seller will have to contact the seller support
team to request further investigation.
How to track a dispute ?
Once you have raised a dispute, you can track its progress by simply viewing the dispute details under the Seller Reviews section.
Click on the View More button available beside the review that you have disputed.
This will open a pop-up that will indicate the dispute Status and provide you with a Reference Number for the dispute.
Dispute Statuses:
During the evaluation process, the status of the dispute will change depending on the progress. You can find these statuses in the Seller Review Details section:
| Dispute Statuses |
Explanation |
| Dispute submitted | This status means that the dispute has been successfully submitted and is in our queue for evaluation. |
| Dispute In-progress | This status means that the dispute has been assigned to one of our agents and is being evaluated. |
| Dispute Accepted | This status means that the dispute has been found to be valid and the rating and comment will no longer be counted towards the seller's performance. |
| Dispute Rejected | This status means that the dispute is not valid and the ratings and comments will still continue to count towards the seller's performance. |
Valid reason for removing reviews:
Seller disputes can be categorized into 2 flows. They are:
- Simple disputes
- Complex disputes
Let's discuss what these dispute mean and get an overview on what issues fall under each of these flow.
1. Simple Disputes: Reviews which are not relevant to the product will be subject to be removed completely if highlighted by the seller.
Please refer to the examples below to understand such disputes.
| Type of feedbacks | Explanation or examples |
| Product feedback |
If the review is regarding some issue with a product quality or concern which is not controllable by the seller, in such case both the review and rating will be removed. Example: The product did not meet expectation. |
| Platform issues |
If the review is regarding some issue the customer faced on the platform, it is also eligible to be removed. Examples:
|
| Fulfilled by noon (FBN) feedback |
If the entire feedback is regarding the order fulfillment process by noon, then the seller can raise a dispute for such reviews. Examples:
|
2. Complex disputes: Any reviews posted by the customer apart from the ones mentioned in the table for simple dispute will be considered as complex issues.
For example: Fake item delivered.
If the customer posted a review mentioning the item is fake or not original such issues will be considered as a complex issue which will be requiring a thorough investigation such as invoice verification, CCTV review and many other verifications to authenticate the customer's claim. So any such claim will be considered as a complex dispute.
Exceptions where disputes will not be considered:
There are some scenarios where the seller's dispute on a customer review will not be considered by noon. Below are some examples of such scenarios.
- Unspecified complaint: If the customer review is generic and does not specify any particular issue, for example, "bad experience" without indicating which part of the experience was bad, disputes for such reviews will not be considered by noon.
- Empty comment: If the customer has left an empty comment with some rating or no rating at all in a review, such review will not be considered by noon if disputed by the seller. Hence the dispute button will be disabled for such reviews.
- Time period: Any seller review aging for more than 180 days is not eligible to be disputed, and for such reviews, the dispute button will be disabled.
That’s it!
Got questions?
Reach out to seller@noon.com