Ratings and trust records
Ratings on ScentSell can only come from a real, finished trade. Nobody can rate a member they have not bought from or swapped with, and nobody can rate themselves.
Ratings after a sale
- Who: the buyer rates the seller, and the seller rates the buyer. Once each per order.
- When: from the moment the parcel is recorded delivered (or the buyer confirms receipt, for a hand-over in person) until the end of the 30th day after it, Brisbane time.
- How: the buyer gives four scores from 1 to 5 (item as described, packaging, communication, posting speed); the seller gives one score from 1 to 5 for how the buyer was to deal with. Both can add a short review, up to 1,000 characters.
- Hidden until both have rated. Your rating is not shown to the other member, or to anyone else, until they have rated you too, or until the 30 days end. So nobody can see your rating first and rate in return.
- Changing it: you can change your rating until the other member rates too, or until the 30 days end, whichever comes first. After that it is fixed.
- Who sees it once it shows: everyone. Sale ratings show on the member's profile, split into as a seller and as a buyer.
- Both members get a note in the app when both ratings show.
Ratings after a swap
- Who: each member of the swap rates the other.
- When: once the swap is completed (both bottles handed over), until the end of the 30th day after it.
- How: four scores (accuracy, packaging, communication, timeliness) and an optional review. Their average is the overall score.
- Hidden until both have rated, and changeable until then, exactly as for sales.
- Who sees it: the full rating and review are seen only by the two members and our team. The overall score counts in the member's public swap average.
What the numbers on a profile mean
Listings, bottle pages and seller pages show a short trading record, worked out fresh from real trades each time it is shown:
| What you see | What it counts |
|---|---|
| Bottles sold | Every bottle a buyer paid for, each bottle in a bundle included. Refunded sales do not count. |
| Bottles bought | Every bottle the member paid for on ScentSell. |
| Swaps completed | Swaps where both bottles were handed over. |
| As a seller | The average of the buyers' ratings (each the average of its four scores), to one decimal place, with how many reviews it comes from. |
| As a buyer | The average of the sellers' ratings, with how many. |
| In swaps | The average of swap partners' overall scores, with how many. |
| Usually posts within N days | Shown once a seller has posted three or more sales. It is the typical time from payment to posting. |
| Repeat buyers | People who came back and bought again. |
Only ratings that are showing count, so a rating still hidden (waiting for the other member) is not in any average. Only earned facts are shown; a side with no ratings is left out, never shown as zero stars. A member with no trades yet shows New to ScentSell.
A member can hide their counts under Settings, Privacy & data, Show my trading record. Reviews other members left still show.
Asking for a rating to be reviewed
Members cannot delete a rating. If you think a rating about you breaks the rules (for example it is abusive, or it is about a different trade), open the order (or the swap) and press Ask ScentSell to review this rating, then say why in a sentence or two. When you rate a swap you can also ask our team to review that swap at the same time.
Our team reads the trade, the messages and the tracking, and decides one of three things, always writing down why:
- Keep: the rating stays as it is. A low rating for a real poor experience is kept.
- Adjust: our team changes the score it counts at, up or down. The member's own rating is never rewritten; the adjusted score is what counts, and the rating shows a small Reviewed by ScentSell mark.
- Remove: the rating stops showing and stops counting.
The person who asked is told the outcome in the app. Both members see, on their own view of that rating, that ScentSell reviewed it. Our team can also review a rating nobody asked about, with the same three choices. Every decision, the original rating, who decided, when and why are kept on record permanently.
If a member's account is deleted, ratings they gave and ratings they received stop showing.
What members can and cannot see about each other
- Can see: a member's display name, picture, short bio, state, username, when they joined, their trading record and public ratings, and whether they are a Verified seller.
- Cannot see: another member's email, phone number, exact address (except the name and postal address given to a trading partner for posting), card or bank details, or their private cabinet unless they choose to share it.
More: Privacy.