Feedback Policy – Effective 31 May 2025
At CoffeeRoo, we value honest and transparent feedback to maintain trust in our community. While buyers are welcome to share their experiences, any harmful or irrelevant comments or images will be removed.
Policy Overview
Our aim is to ensure that feedback remains valuable and respectful for both buyers and sellers. Any content that is damaging, off-topic, or inappropriate may be removed to maintain the credibility of the feedback system. Decisions to remove feedback are backed by evidence.
Although we support sellers, it’s important to remember that some negative feedback is expected. CoffeeRoo does not intervene in buyers’ personal opinions. We encourage sellers to respond to negative or neutral feedback thoughtfully and professionally.
Feedback Removal Process
We use automated systems to detect and remove feedback that violates our policy. If a case isn’t clear, a manual review will be conducted. Sellers can request a review through Seller Help. If removal is approved, the feedback will be taken down within 24 hours and a notification sent via email. If not, an explanation will be provided.
Types of Feedback We Remove
Inappropriate or Harmful Content
We remove feedback containing:
- Hate speech, threats, or discriminatory remarks
- Obscene, explicit, or illegal content
- Political, religious, or social commentary
- Personally identifiable information
- External links or sales outside CoffeeRoo
- Third-party rights violations
- Irrelevant or incorrect comments/images
- Mismatched ratings and comments
- Personal attacks not intended as constructive feedback
Images in feedback must reflect the actual item and comply with our image and content policies.
Extortion and Manipulation
Feedback used to pressure another user or manipulate ratings will be removed, in line with our Feedback Manipulation Policy.
Transaction-Related Issues
We remove neutral/negative feedback when:
- The buyer requested a cancellation post-purchase
- The order failed due to address or payment issues
- Feedback concerns details already disclosed in the listing
- The buyer violated our Abusive Buyer Policy
- Feedback relates to changes requested after payment
Delivery Issues
Feedback will be removed if it refers to:
- Shipments delivered on time per tracking
- Delays from natural disasters or unforeseen events
- Customs/tax issues beyond the seller’s control
Return-Related Issues
We remove feedback if:
- The buyer returned a used/damaged item and refund was adjusted
- A return was declined due to the listing’s no-return policy
- The buyer covered return shipping for a change-of-mind return
- A return was completed properly by the seller
Platform and Program Issues
We remove feedback that results from:
- Inability to retract a bid
- Identified site glitches
- Resolved disputes where the seller fulfilled obligations
- Delivery problems with CoffeeRoo shipping programs
- Sales under our Authenticity Guarantee with all requirements met
- Correctly listed auto parts where the buyer reported a compatibility issue
Why This Policy Exists
This policy safeguards the integrity of the CoffeeRoo feedback system and fosters trust within the community. All activity on CoffeeRoo must comply with this policy, our User Agreement, applicable laws, and respect third-party rights. Violations may result in content removal, warnings, account restrictions, or suspensions.
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