Feedback policy

Our community expects honest, transparent feedback. We allow buyers to share their experiences with the community but will remove harmful or irrelevant comments and images.

 

Eyby Feedback Policy

Our policy is to ensure that feedback is meaningful for both buyers and sellers. We do not allow feedback that is harmful, inappropriate, or irrelevant, as it reduces trust between buyers and sellers and undermines the feedback system. Below, you'll find details about situations in which feedback may be removed. In each case, we ensure there is factual evidence to support removal.

While we are committed to protecting sellers' businesses, it's important to recognize that buyers may express their opinions about their experience. Sellers should respond to negative or neutral feedback with a thoughtful, well-written response that shows their commitment to customer satisfaction.

 

How Does Eyby Remove Feedback?

We use automated systems to proactively remove feedback that goes against our policy. In more complex cases, we perform a manual review. Sellers can request feedback removal through Eyby Support, where a team member will review it. Depending on the situation, we may remove the comment, ratings, and/or images.

If your feedback qualifies for removal, you will be notified by email, and the feedback will be removed from your account within 24 hours. If it cannot be removed, we will clarify why it does not violate our policy.

 

When Does Eyby Remove Feedback?

Harmful, Inappropriate, or Irrelevant Comments and Images We remove feedback that contains any of the following:

• Content promoting hate, violence, or discrimination.

• Profane, obscene, or illegal material.

• Opinions on political, religious, or social issues.

• Threats or intimidation.

• Personally identifiable information.

• Links, URLs, or content encouraging sales outside of Eyby.

• Infringement of third-party rights.

• Meaningless comments or images unrelated to the purchased item.

• Comments intended for a different seller or item.

• Mismatched ratings and comments (e.g., negative comments with positive ratings).

• Personal attacks that could damage the reputation of the seller without constructive criticism.

Images included in feedback must accurately represent the purchased item and comply with Eyby’s policies. If images violate our guidelines, the feedback may be removed.

 

Extortion and Manipulation

We remove feedback if it is used to:

• Extort additional services or items from a seller.

• Manipulate feedback ratings. (see our Feedback manipulation policy)

Example: If a buyer demands a free upgrade or additional items, threatening to leave negative feedback if their demand isn’t met, this would qualify as feedback extortion.

 

Buyer-Related Transaction Issues

We remove neutral or negative feedback when:

• The buyer asked to cancel after placing the order.

• The order was canceled due to a buyer-related issue (e.g., incorrect address).

• The buyer didn't pay for the order.

• The issue being raised was disclosed in the listing.

• The buyer has violated our Abusive buyer policy

• The buyer requested changes to the order post-payment, and their feedback relates to this.

Example: If a buyer leaves negative feedback after the seller refuses to ship to an alternate address not provided in the order, this feedback will be removed.

 

Delivery Issues

 Feedback referencing delivery issues will be removed when:

• Tracking shows that delivery expectations were met.

• The delay was due to a natural disaster or other unforeseen event.

• The feedback concerns customs or tax issues beyond the seller's control.

 

Return Issues

We remove feedback regarding returns when:

• The item was returned in a used or damaged state, and the seller deducted the appropriate amount from the refund.

• The seller declined a return request in compliance with a "no returns" policy stated in the listing.

• The buyer changed their mind and was liable for return shipping costs.

• The seller offers free returns, processed the return, and issued a refund.

Example: If a seller clearly states they do not accept returns and the buyer leaves negative feedback after requesting a return, that feedback will be removed.

 

Platform or Program Issues

Feedback will be removed if:

• It references an issue with Eyby’s platform that can be verified (e.g., inability to retract an order).

• The item was shipped on time under Eyby’s logistics programs, and the issue is related to shipping.