How is my account being impacted by product ratings?

Ratings from our shoppers are an important factor in determining the health of products. A high rate of poor feedback for a product may result in all sales related to that product being held, or in some cases, refunded completely. This is because these products impact many buyers beyond those that submit negative feedback or request a refund.
This policy is intended to protect our buyers and sellers in the marketplace from poor-quality, misleading items, and deceptive listings.

Payouts may be delayed for any invoices that have not been paid out yet in the following instances:

  • the product has a high rate of poor feedback, or
  • the product doesn't have enough feedback, while ratings are being collected.
Tophatter may refund invoices for products with a high rate of poor feedback.
A few notes:
  • If you see a payout hold, it is only for invoices for that specific product. Your entire payout is not being held, just the payouts for these orders. You can view impacted products on the Home Page.
  • If a payout is held for an invoice, we recommend reviewing the poor feedback received for the product and making changes to the listing to address the concerns shared.
  • Multiple sellers may have the same or a similar item in their inventory but have different ratings. This is generally due to the way the listings are created. For example, listings with photos of all the available color options and an accurate size chart generally lead to better ratings than listings that don’t include this information.

For general information on how to improve listings, please review our article: How to Optimize your Product Listings.

Consistently higher than average account-level one-star rating percentage will result in permanent suspension from selling on the platform.

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