Customer Reviews

Customer feedback is an important part of your reputation on MitchCactus.

Strong feedback helps buyers feel confident purchasing from you and can also contribute to your seller standing, offer visibility, and overall marketplace performance.

As a general benchmark, sellers should aim to maintain an aggregated feedback score of 95% or higher.

How Seller Ratings Work ⭐

MitchCactus uses several feedback metrics to give buyers a clear picture of a seller's performance.

Star Rating

Buyers will primarily see your public rating as a score out of 5 stars, for example:

• ⭐⭐⭐⭐⭐ 5.0 / 5
• ⭐⭐⭐⭐⭐ 4.9 / 5
• ⭐⭐⭐⭐½ 4.5 / 5

This provides buyers with a simple way to compare seller reputation.

Positive & Negative Feedback

Buyers can also see your history of:

• ✅ Positive reviews
• ❌ Negative reviews
• Total feedback received

Aggregated Feedback Score

Inside your seller dashboard, you'll also be able to see your overall feedback performance as a percentage from 0–100%.

For example:

Feedback Score: 97%

This aggregated score, together with other seller-performance factors, contributes to your overall marketplace reputation and public star rating.

💡 Your star rating is not necessarily a direct conversion of the percentage alone. Other relevant marketplace and seller-performance signals may also be considered.

How Feedback Is Collected

After an order is completed, buyers can leave feedback about their experience.

This generally includes:

• A rating
• Positive or negative feedback
• An optional written review

Successfully completed orders may also contribute automated feedback where applicable, helping active sellers gradually build a representative feedback profile.

The more successful orders you complete, the more established your seller reputation can become.

Buyers Can Update Their Reviews

Buyers have a period of time after leaving feedback where they can edit or update their review.

This gives sellers a reasonable opportunity to resolve genuine issues.

For example, if a buyer leaves negative feedback because an order was delayed or something was initially missing, you can:

1. Communicate with the buyer
2. Resolve the issue
3. Confirm that they're satisfied
4. Politely let them know they can update their feedback if they wish

⚠️ You may ask a buyer to reconsider their review after resolving an issue, but you must never pressure, threaten, or bribe them to change it.

How to Maintain Strong Feedback 📈

Keep Your Stock Accurate

Only keep offers active when you're actually able to fulfil them.

Unexpected cancellations and unavailable stock are common causes of poor feedback.

Deliver on Time

Meet the delivery timeframe shown on your listing.

If something changes, tell the buyer as early as possible rather than leaving them waiting.

Respond Quickly

Fast, helpful communication reassures buyers that their order is being handled.

Even a short update is better than leaving a customer without information.

Keep Listings Accurate

Make sure the buyer receives exactly what your listing describes.

Misleading titles, incorrect account details, missing items, or undisclosed restrictions can quickly lead to negative feedback.

Resolve Problems Quickly

Mistakes can happen.

When they do, focus on fixing the problem rather than arguing about who is responsible.

Where appropriate, this might involve:

• Completing missing delivery
• Correcting account information
• Providing a replacement
• Refunding part or all of the order
• Providing another reasonable resolution

Pause Listings When Necessary

If you're unavailable or unable to fulfil orders normally, pause your listings or adjust your delivery times.

Setting the right expectations is much better than repeatedly missing them.

Review Manipulation Is Prohibited 🚫

Sellers must not attempt to artificially improve or manipulate their feedback.

This includes:

• Offering free products specifically in exchange for positive feedback
• Offering discounts specifically for changing a negative review
• Threatening to withhold delivery or a refund unless feedback is changed
• Harassing buyers over negative feedback
• Creating fake orders or accounts to generate reviews
• Coordinating false reviews
• Pressuring buyers to remove legitimate criticism

Violating the feedback policy may result in review removal, listing restrictions, seller penalties, or suspension.

When Can Feedback Be Removed?

MitchCactus values genuine customer feedback, including legitimate negative feedback.

A review will not normally be removed simply because:

• The seller disagrees with it
• The seller later resolved the issue
• A refund or replacement was provided
• The feedback negatively affects the seller's rating

However, feedback may be reviewed or removed where it clearly violates our policies.

Feedback May Be Removed For:

• 🚫 Extortion or blackmail

For example, a buyer demanding additional free goods in exchange for changing a review.

• 🤖 Fraudulent or coordinated feedback

Including review bombing, fake transactions, or deliberately coordinated attacks against a seller.

• 🔁 Duplicate or abusive feedback

Multiple reviews being used to repeatedly target the same issue where inappropriate.

• ❌ Abusive content

Serious harassment, threats, personal attacks, or inappropriate content unrelated to the transaction.

• 📋 Clearly irrelevant feedback

Feedback that does not relate to the order or seller experience.

When Will Negative Feedback Remain?

Negative feedback can remain when it genuinely reflects the buyer's experience, including complaints relating to:

• Delivery delays
• Product quality
• Incorrect listings
• Poor communication
• Customer service
• Missing or incomplete delivery
• Other legitimate problems with the transaction

This can still apply even if the issue was later resolved.

The purpose of feedback is to represent the buyer's experience, not simply the final outcome.

Can I Ask a Buyer to Change Their Review?

Yes, politely.

If you've genuinely resolved the buyer's issue, it's reasonable to let them know that they can update their feedback during the available editing period.

For example:

"Glad we were able to get that sorted for you. If you're happy with the resolution, you're welcome to update your review whenever convenient."

You should never make a refund, replacement, delivery, or other resolution conditional on the buyer changing their feedback.

Why Your Feedback Score Matters

Your feedback history can influence:

• Buyer trust
• Your public star rating
• Offer ranking and visibility
• Seller reputation
• Marketplace performance
• Access to certain seller benefits or opportunities

Maintaining 95%+ positive feedback is a strong target for sellers who want to build a reliable long-term profile.

The best way to improve your rating isn't to focus on reviews themselves.

It's to consistently deliver accurately, communicate well, resolve problems quickly, and give buyers a reason to leave positive feedback. 🌵

Updated on: 20/10/2026