Appearance

Seller & Product Flagging ​

CustomerAdmin

Customers can report a problem with a product or a seller, such as a damaged, wrong or overpriced product. The admin chooses the reasons customers pick from and reviews every report.

Report a product ​

Customers who have ordered a product from a seller can report it once.

  1. Sign in to your customer account.
  2. On the product's page, or on the seller's offer in the offers page, click Report Product.
  3. Choose a Reason. To describe something else, choose Other Reason and type it.
  4. Click Submit.
The Report Product form

You'll see Product Reported successfully. The seller and the store admin each receive a Product Report Notification email.

Report a seller ​

Customers who have ordered from a seller can report the seller once.

  1. Sign in to your customer account.
  2. On the seller's shop page, click Report Issue.
  3. Choose a Reason, or Other Reason.
  4. Click Submit.
The Report Issue form on a seller's shop page

You'll see Seller reported successfully. The seller and the store admin each receive a Seller Report Notification email.

MessageWhat it means
You need to login to report …Sign in first.
You have already reported …You can report each product or seller once.
You cannot report … without placing an orderOnly customers who ordered can report.

Flag reasons ​

  1. Go to Marketplace >> Configure >> Flag Reasons.
  2. Click Create Reason.
  3. In Label, enter the Admin name, and the reason customers see in each language.
  4. In General, choose the Type: Product or Seller.
  5. Switch Status on so customers can choose it.
  6. Click Save Reason.
The Flag Reasons list
The Create Reason form

The list shows each reason's Id, Name, Type and Status, with icons to edit or delete it. To switch several reasons on or off, tick them and use Select Action >> Update Status, then Active or Disable. To delete several, use Select Action >> Delete.

The marketplace starts with these reasons:

  • Product: Duplicate product, Damaged product, Poor product quality, Over price product, Missing product parts, Receive wrong product.
  • Seller: Duplicate product sold by seller, Damaged product sold by seller, Poor product quality sold by seller, Over price product sold by seller, Wrong product sold by seller.

Review reports ​

  • Seller reports — go to Marketplace >> Sellers and click Flags on the seller's row. The Seller Flags list shows the customer, their email, the reason and the date.
  • Product reports — go to Marketplace >> Catalog >> Products and click Total Flags under the product. The Product Flags list shows the same details.
The Seller Flags list for a seller

Reports can't be deleted. The flags count on the sellers list covers the last 90 days and is updated once a day, or when you use Refresh Account Health. The Seller Flags list shows every report.

What reports change ​

  • Seller reports count towards the seller's Account Health for 90 days.
  • When Show Red Flag is on and a seller has more reports than the store's limit, a red flag appears next to their name on their shop page. The red flag counts every report the seller has received.
  • Product reports are counted and emailed, but don't change anything else.

Nothing is hidden or suspended automatically. Use Seller Management to act on a seller.

Settings ​

Turning reporting on or off, Show Red Flag and the red flag limit are in Moderation & Health settings.