You may sometimes feel that certain reviews have been submitted as duplicates by a consumer, which may lead you to think you can report the review. However, be careful - not all similar reviews are necessarily duplicates.
Learn more about how to distinguish between similar reviews and duplicate reviews, and in which cases a review may be rejected or published.
What is a duplicate review?
We consider duplicate reviews to be identical reviews of the same type submitted multiple times for the same order.
For example:
- Two product reviews for the same order
- Two brand reviews for the same order (submitted twice to Verified Reviews)
In these situations, only one review of the same type can be published, in accordance with our rules.
Similar reviews: are they allowed?
Yes. Reviews may seem similar without necessarily being considered duplicates.
This can especially be the case when the same customer leaves: one brand review + one product review
Even if they express dissatisfaction or address similar issues, these reviews are not duplicates because they evaluate different aspects of the experience.
Example:
- Brand review: "This site really doesn't sell quality products"
- Product review: "The vacuum cleaner I bought is really not good quality..."
A review cannot be refused simply because it focuses on only one aspect of the experience (for example, quality or customer service) or does not mention all the actions taken by the company.
Reviews reflect the experience as perceived by the customer, including any communication difficulties or response delays from customer service. These elements are an integral part of the shopping experience.
- The same comment posted on several different products does not automatically constitute a duplicate.
For example, a consumer may leave the comment "not practical" on several different products (a mattress, a box spring, a chair, etc.). This is still acceptable if the experience truly concerns each of the products.
- However, it may be a duplicate if a consumer posts exactly the same remark on several products when it can only relate to one product.
For example: "the mattress is not comfortable" posted on both the mattress and the box spring.
Difference between brand review and product review
As a reminder, it is very important to distinguish between the two types of reviews.
The brand review reflects the overall shopping experience on your site/at your establishment. It may cover:
- The quality of customer service
- Delivery times and conditions
- Product conformity
- Adherence to announced deadlines
- Politeness and responsiveness of customer service
- Simplicity and speed of the purchasing process
- Product selection
The brand review is published on your certificate.
The product review focuses solely on the product itself, including:
- Its strengths
- Its weaknesses
- Its quality
- Its usage
It is published on the corresponding product page using the product widget.
Example of a similar review
A consumer places an order and submits:
- A brand review with a rating of 2 stars, expressing dissatisfaction with the quality of the shoulder strap as well as customer service response times: "Poor quality product. The shoulder strap broke after being worn only once and on top of that customer service didn't want to do anything"
- A product review rated 1/5, stating: "Poor quality product. The shoulder strap broke after being worn only once"
In this case:
- There is no duplicate
- Both reviews can be published
Even if the tone or level of satisfaction expressed is similar, the reviews address distinct elements of the experience.
Example of a duplicate review
The same review was submitted for the same product as part of the same order:
This review can then be reported with the reason "The review is unrelated to the subject being rated". After investigation by our moderation team, its publication will then be refused.