Buyer feedback helps you understand how your service is performing. Buyers can rate an order and leave a written comment that appears publicly on your seller profile.
How ratings work
Each review includes three criteria, scored from 1 to 5 stars:
Fulfilment: was the product or service delivered as described?
Start time: did work on the order begin promptly?
Communication: was the seller responsive and clear?
Feedback can be available for finished or canceled orders, including orders where a refund was issued. Buyers should use the review option shown on their order and contact support if it is unavailable. A refund is an outcome, not a separate order status.
Where to find your reviews
Open your profile and select Reviews. You can see your overall rating, review count, the three rating criteria and individual buyer comments. Use the sorting menu to change how reviews are displayed.
How to maintain positive feedback
Keep stock accurate: list only products and services you can deliver within the stated terms.
Meet your deadlines: follow the delivery timeframe in your offer or agreed with the buyer in the order chat.
Communicate proactively: tell the buyer about a delay before they have to ask.
Stay professional: be polite and respectful. Avoid insults, sarcasm and mocking customers.
Resolve problems: understand what went wrong and agree on a suitable solution through the order chat.
Resolve complaints without conditions on reviews
Where appropriate, you may offer an extra service or product at no additional charge, or a discount on a future order, to resolve an order problem.
Never make compensation conditional on a positive review, a higher rating or removal of a review. Do not pressure, threaten or reward a buyer to change their feedback.
If you agree on a discounted future purchase, see Use a custom offer for an agreed purchase for the private-link workflow and payment deadline.
Can a buyer edit a review?
A buyer can edit their review once within 10 days of posting it. After resolving their issue, you may politely ask them to update the review to reflect their experience. The decision and rating remain theirs.
If the editing option is unavailable or the period has passed, the buyer can contact Playhub support for help. Contacting support does not guarantee that a review will be removed.
When can support remove a review?
A negative rating alone is not a reason for removal. Support may remove a review only when it meets the applicable criteria and the report is supported by evidence.
Competitor attacks: evidence shows that the review is an attack from a competing seller.
Wrong offer or seller: the feedback concerns a different product or seller.
Blackmail or extortion: a buyer demands extra services or discounts by threatening a bad review.
Unrelated feedback: the review concerns issues unrelated to your offer or service.
Contact Playhub support with the order reference, the review you are reporting, a short explanation and relevant order-chat messages or screenshots. Support will review the evidence before deciding whether removal is appropriate.