Q: Some companies don't seem to have an overall score.
A: In order to ensure statistical accuracy, a company's overall
score is not tabulated until that company has received 20 or more evaluations.
Q: My evaluation was removed. What's up with that?
A: All reviews must comply with our published policies. As a general rule, evaluations are rarely removed,
and
we always contact reviewers to bring their reviews into compliance with our policies to reactivate their review whenever possible.
Q: How do I know that the companies haven't submitted evaluations
for themselves?
A: We use a variety of techniques to prevent voting fraud, not
the least of which is good old fashioned manual review of selected evaluations.
We log IP addresses, we require email verification, we ask for the customer's
invoice number, and occasionally we ask that customers fax us a copy
of their order invoice for verification. Some merchants have in fact
attempted to get away with submitting evaluations for their own companies
in the past. Though rare, such an offense will earn the merchant a comment
from us to be placed in their comments file, letting visitors know of
their fraudlent evaluations. And of course, any fraudulent evaluations
are removed.
Q: I think ResellerRatings is a valuable service and I want
to link to the site on my homepage. Can I do so, and do you have any
graphics that I can use?
A: Yes! Take a look at our graphics page. We would certainly appreciate a
link
to help spread the word!
Q: I want to buy a product from a company that isn't listed
at ResellerRatings. Do you have any information about other companies?
A: No. If the company is not listed, we do not have any information
about it.
Q: How long has your site been on the web?
A: Since approximately 1996, when ResellerRatings began as SysOpt.com's
vendor ratings survey. ResellerRatings was Re-Acquired by its founder,
in March 2002. See our press release for details about
the change in ownership.
Q: Do you take kickbacks from retailers to give them better
ratings?
A: No. For one, we do not evaluate any retailers on ResellerRatings.com,
only our registered users can submit evaluations. ResellerRatings.com's
founder created the site to help buyers make educated purchasing decisions,
and we strive to maintain the highest standards. We want ResellerRatings
to be as helpful to you as possible and as fair as possible to both
buyers and retailers.
For Merchants:
Q: My company isn't listed, can you please
add it to the site?
A: As a passive aggregator of consumer opinion, ResellerRatings
provides the technology that powers the site, while our registered users
provide 100% of the evaluations and are responsible for adding new companies
to the site. The best way to get your company listed is to let your
customers know about the site and encourage them to submit evaluations
for your company. Some merchants go about that by putting a logo graphic
link on their final order confirmation screen or home page, or perhaps
a text message in their order email confirmations along the lines of,
"Thanks for your purchase, be sure to evaluate us at ResellerRatings.com".
Q: Can I offer a customer goods, services, or monies, to alter a negative review to a positive review or to remove their review?
A: No, you may not do this. While we would never stand in the way of a merchant working to resolve customer complaints and we
encourage you to correct any errors and to satisfy your customers whenever possible, you may
not request that a customer alter or remove their review in exchange for monetary consideration of any kind. Customers
are always able to
edit their reviews at any time should they choose to do so. If this policy is violated, some possible actions include: posting your solicitations to
your company's reviews page, or revoking any or all features of your complimentary ResellerRatings merchant account.
Q: Can I hold a contest or offer discounts to encourage my customers
to submit reviews to ResellerRatings.com?
A:
Although we encourage all merchants to use our exit-survey program to solicit reviews from your customers at the
point of sale, we do allow merchants to solicit reviews in exchange for contests or other incentives as long as the
merchant does not specifically solicit positive or good reviews, and does not require positive or good reviews in
order for the customer to qualify for the merchant's incentive. The
merchant must also only solicit reviews from
existing customers, not prospective buyers. Merchants must wait
7 days post-transaction before soliciting a review from a
customer, because the customer must have had an opportunity to
receive their merchandise before writing a review. Merchants that violate
these rules will
have a
note posted to their
reviews page explaining the details of the disallowed solicitation and any reviews submitted in connection with a
disallowed solicitation will be promptly removed.
Q: My company only has a few evaluations. How can I encourage
my customers to post evaluations?.
A: The #1 way to increase reviews is to use our exit survey
feature. This feature displays a pop-up survey window to your customers at the
point of sale, asking them to respond to a few questions about their ordering
experience. We then followup with the customer later for their complete review.
Simply sign up for a complimentary merchant account and agree to our Premium Seller
Services Agreement to be eligble for our exit survey feature.
Alternatively, some
merchants go about that by putting a logo graphic link
on their final order confirmation screen or home page, or perhaps a
text message in their order email confirmations along the lines of,
"Thanks for your purchase, be sure to evaluate us at ResellerRatings.com".
Q: I would like to post a rebuttal comment in response to a
customer's complaint or praise. Can I do so?
A: Yes, merchants are welcome to post rebuttal comments. Use
our merchant account request form (found on your company's detailed
page at ResellerRatings) so we can grant you permission to post rebuttal
comments for your company, and then visit your company's comments page
to reply to an existing comment.
Q: I created one or more fake accounts and submitted one or
more fake ratings for my own company or for another company at ResellerRatings,
and now there is an "admin note" on my company's reviews page letting
the public know about my fraudulent actions. What can I do about this?
A: Our open letter, terms of use agreement, registration agreement,
and survey page, all forbid retailers from submitting reviews for their
own company or any company on our site. Upon the discovery that you
are responsible for fraudulent reviews, we will post a note on your
reviews page detailing our findings for a minimum of 30 days. If you continue to
post fraudulent reviews, the note detailing our findings will appear
on your reviews page permanently.
Q: There is an evaluation/comment for my company that I don't
like, or that I think violates your policies. What procedure do I go
through to get it removed?
A: Please sign up for a complimentary merchant account which will
let you flag reviews for evaluation under our published terms
of use.
Q: ResellerRatings rated our company unfairly. Please explain.
A: We do not rate companies. Our site users are 100% responsible
for evaluating 100% of the companies listed at ResellerRatings.com.
The people who own and operate ResellerRatings.com do not submit ANY
evaluations for ANY merchants. We only maintain the technology and software
that powers the site. Further, users who post evaluations are 100% legally
liable for the content of their comments.
Q: My company received a new "Very Dissatisfied" survey response and it lowered my rating much more than a "Very Satisfied" response. What's wrong
with your system.
A: Nothing is wrong with our system. This phemonenon is best illustrated using a test scores analogy:
In school, you could be going along earning test grades of 95, 95, 95, 95, then bam, you earn a 0 on a test and your 95 average suddenly blows out to 76. Then, you
earn a 100 on a test but your average only goes up from a 76 to an 80. The 0 that you earned had a much greater impact on your average then the "100" that you
earned. This is a simple fact of the arithmetic mean.
Q: I want my company removed from the site.
A: We did not add your company to the site (one of our registered
users did) and therefore we do not remove companies from the
site.
Q: We made a product pricing error that was corrected within
3 working days but when we cancelled the orders for the erroneously
priced product, the customers flocked to ResellerRatings to bash us.
Is there anything we can do about this?
A: It is against our policies to accept ratings from customers
whose orders were cancelled due to a pricing error that was corrected
within 3 working days. In our view, it is an abuse of this entire ratings
and reviews process to penalize a retailer for an honest mistake, simply
because customers tried to get away with a "too good to be true" price
and became angry when their orders were cancelled. We will accept and display written reviews regarding price errors, but the ratings
portion of each customer's survey will be disabled and will not affect a merchant's rating averages. If possible, however,
it's our recommendation that you should offer those customers a discount
on a future order as an apology for the error.
Q: I would like to have more than one account to modify my reseller
information and post replies to comments.
A: Please make an additional request for a reseller admin account
here.
Company Mailing Address:
All Enthusiast, Inc.
PO Box 10157
American Canyon, CA 94503
