Frequently Asked Questions

If you have a question regarding anything related to ResellerRatings.com, please check here before emailing us. If your question has already been answered here, we're going to put our figurative ear muffs on. Otherwise feel free to say hello and we'll do our best to answer your concerns.

Do merchants have control over which reviews they want to appear on ResellerRatings?

Absolutely not! 100% of reviews submitted to ResellerRatings.com, from users with verified email addresses, will appear on our site within 48 hours unless the review violates one of our published policies. In those rare cases, we always contact the reviewer to bring their review into compliance with our policies. If you see a message board post or other online discussion claiming that merchants can manipulate reviews in any way, please let us know about it so we can set the record straight since merchants have never been able to control which reviews appear at ResellerRatings.

I want to evaluate a company. How do I go about it?

Go to ResellerRatings.com's home page. Find the company that you wish to evaluate either by searching for its name in the search box, or by browsing our list of companies. Click on the "Rate this Store" button on the company's reviews page. If you have an account, enter your user name and password. A form will come up, follow the instructions. If you don't have an account, click on the "register" button and follow the instructions to get a free account. After you register, you will receive an email to confirm your account. After your account is confirmed (you only need to confirm your account once), you will be presented with the evaluation form.

I recently posted a review but it isn't showing up.

Reviews are posted within 48 hours of submission. If you don't see your review after 48 hours, make sure that you have activated your account by clicking on the link in the email that we sent you. In the unlikely event that your review violated one or more of our policies, it may have been deactivated until you can bring it into compliance with our policies, but we'll always contact you in that case. Please feel free to contact us if you still have any questions about why your review isn't appearing and we'll resolve the problem.

I evaluated a company in the past but my opinion has since changed. How do I update my previous evaluation?

If you submitted an evaluation for a company on or after 3/11/2002, you can change your answers to the survey questions as well as your comments, by simply going to that company's "Rate This Store" button. The system will display your evaluation for you to edit.

I registered for an account but I can't login. Any tips?

Our system requries cookies. Make sure your browser has them enabled. If you're concerned about privacy, please see our Privacy Policy. You must also confirm your new account after registration. We automatically generate an email and send it to the email address that you used to register. That email contains a link that you must click on to confirm your account.

ResellerRatings rated a company unfairly. Please explain.

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 companies. We only maintain the technology and software that powers the site. Further, users who post evaluations are 100% liable for the content of their comments.

Some companies don't seem to have an overall score.

In order to ensure statistical accuracy, a company's overall score is not tabulated until that company has received 20 or more evaluations.

My evaluation was removed. What's up with that?

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.

How do I know that the companies haven't submitted evaluations for themselves?

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 fraudulent evaluations. And of course, any fraudulent evaluations are removed.

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?

Yes! Feel free to link to ResellerRatings.

I want to buy a product from a company that isn't listed at ResellerRatings. Do you have any information about other companies?

No. If the company is not listed, we do not have any information about it. If you want to add a store, there's definitely a way.

Do you take kickbacks from retailers to give them better ratings?

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.

Frequently Asked Questions by Merchants

There are so many things about ResellerRatings we're excited to tell you about. First of all check out these facts. After that head on over to the Merchants Lounge and Chill out, talk customer relations and have a good time.

My company isn't listed, can you please add it to the site?

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".

Can I offer a customer goods, services, or monies, to alter a negative review to a positive review or to remove their review?

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.

Can I hold a contest or offer discounts to encourage my customers to submit reviews to ResellerRatings.com?

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.

My company only has a few evaluations. How can I encourage my customers to post evaluations?.

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.

I would like to post a rebuttal comment in response to a customer's complaint or praise. Can I do so?

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.

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?

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.

There is an evaluation/comment for my company that I think violates your policies. What procedure do I go through to get it removed?

Please sign up for a Merchant Member account which will let you flag reviews for evaluation under our published terms of use.

ResellerRatings rated our company unfairly. Please explain.

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.

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.

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.

I want my company removed from the site.

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.

I would like to have more than one account to modify my reseller information and post replies to comments.

Please make an additional request for a reseller admin account here.