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This article explains what the platform's positive rating rate means, how it is calculated, and the rules for modifying feedback. It applies to all Marketplace Sellers.

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What Is the Positive Rating Rate?

The positive rating rate is a key measure of a store's service quality, calculated from Buyer feedback on Completed Orders. It is an important reference for Buyers when choosing a Seller. Stores with a higher positive rating rate receive greater visibility and more Order opportunities.

How Is the Positive Rating Rate Calculated?

The positive rating rate combines feedback actively submitted by Buyers with system-default satisfactory feedback. Different star ratings and feedback types have different levels of impact on the positive rating rate. The calculation follows these principles:

• High-star ratings (4–5 stars) actively submitted by Buyers count as positive feedback. The higher the star rating, the greater its positive contribution to the positive rating rate.
• Low-star ratings (1–2 stars) actively submitted by Buyers count as negative feedback and lower the positive rating rate.
• Neutral ratings (3 stars) do not count as positive feedback and do not directly lower the positive rating rate.
• If an Order is successfully Completed and the Buyer does not actively submit feedback, it is treated as system-default satisfactory feedback and included in the positive rating rate. However, its positive impact is significantly lower than that of positive feedback actively submitted by a Buyer.
• The more feedback samples there are, the more stable the positive rating rate becomes. When the number of Orders is low, a single item of negative feedback has a more noticeable impact on the positive rating rate.

How to Improve Your Positive Rating Rate

1. Provide truthful and accurate descriptions: Clearly state regional restrictions, device requirements, estimated crediting time, and other relevant Offer information to avoid discrepancies.
2. Deliver on time: Maintain sufficient inventory and complete delivery within the promised timeframe.
3. Resolve Issues promptly: Respond immediately and resolve the Issue when a Buyer encounters a problem to prevent it from escalating into a refund or negative feedback.
4. Invite Buyers to leave feedback: After delivery is complete, you may politely remind the Buyer to leave feedback, but you must not offer any benefit in exchange for positive feedback.

Feedback Modification Rules (Must Be Followed)

• After a Buyer submits feedback, it cannot be modified or deleted at will.
• Sellers must not ask Buyers to modify or delete feedback in exchange for cashback, additional payment, gifts, or any other benefit. Sellers must also not pressure Buyers to change feedback through harassment or persistent contact.
• To request review of disputed feedback, email [email protected] using the Review Appeal template in [Seller] Email Requests and Appeals. The platform verifies the records and applies the feedback-removal conditions in [Seller] After-Sales Support and Platform Dispute Resolution Rules; submitting an appeal does not guarantee removal.
• Confirmed violations involving feedback manipulation or fake feedback will result in platform penalties. Serious violations may lead to removal from the platform.