How reviews work

Both customers and providers can leave free text and 1 to 5 star ratings after paid transactions

Yifan Dong avatar
Written by Yifan Dong
Updated over a week ago

Sharetribe marketplaces use reviews to create social proof, trust and transparency in the marketplace. Listing reviews encourage customers to purchase from providers with high-rated listings, and customer reviews encourage providers to accept business from high-rated customers.

Reviews can have a rating between 1 and 5, as well as text content, and are given at the end of a transaction. Both the customer and provider involved in the transaction can leave a review.

The customer reviews the transaction's listing so that reviews address the product or service received, as providers can have several different listings. Listing reviews give important information about the quality of the experience and the end result that the customer received during the transaction.

The provider reviews the customer directly. Customer reviews are crucial in booking-related marketplaces, especially ones where customers interact with the provider directly or use a valuable resource such as an apartment or a car.

By default, listing reviews are published on the listing page and the provider profile page. Customer reviews will appear on the customer profile page.

Reviews and transaction settings

The timing and process for leaving reviews depend on the transaction settings of the listing involved in the transaction.

For transactions using the "Calendar booking" setting, customers and providers can leave a review starting 2 days after the end of the booking period.

For transactions using the "Purchases" setting, customers and providers can leave a review after the customer marks the order received.

There is no review process in transactions using the "Free messaging" setting.

The default Sharetribe transaction processes use a double-blind review process. In other words, reviews are only published after both parties have given their review or after the review period has ended. This increases the odds that the reviews are honest.

The review period expires 7 days after users receive an email notification prompting them to leave a review, after which reviews can no longer be added through the transaction process. Even if one of the parties does not submit a review, the other review does get published

Can reviews be edited or removed?

Reviews can be modified or deleted by the operator in Sharetribe Console > Manage > Reviews.

Can I add a review after the review period has expired?

Sometimes, transaction participants want to add missing reviews after the review period has expired. If the marketplace operators decide that the review is relevant and honest, you can reach out to us at Sharetribe Support with the issue, and we can look into it.

Can I add an average rating to listings?

Listing average ratings is not available in Sharetribe out of the box, but it can be implemented by customizing with code.

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