Vendor feedbacks

Instructions for Vendor Feedback

What the add-on does

The add-on adds a vendor review system to a Multi-Vendor store. A customer leaves feedback for an order, rates the vendor by several criteria, and writes a comment. The vendor can reply to reviews and, if needed, report a customer review, while the customer can report an inappropriate vendor response to the administrator.

Reviews are available only for orders that are in the allowed statuses. This keeps feedback tied to real completed purchases instead of unfinished orders.

Where to find the add-on

• Add-ons → Vendor Feedback → Settings — the main add-on settings.
• Website → Vendor feedback — the full list of feedback records, where the administrator views records, edits customer comments and vendor replies, and deletes them.
• Website → Feedback reports — a separate section for vendor reports about customer reviews and customer reports about vendor responses.
• Vendor area — pages for reviews and complaints from the vendor side, if access is granted.
• Order page — the place where the customer leaves a review and, if allowed, edits it later.

Settings:

• Allow customer to leave a feedback for the following order statuses — choose the statuses when the customer will see the review form. Usually these are the statuses that mean the order is already completed and can be rated.
• Allow customer to edit a review — if enabled, the customer can edit an already submitted review. If disabled, the review is submitted once and cannot be changed later.

How feedback works:

1. The customer places an order with a vendor.
2. The order is moved to one of the allowed statuses.
3. After that, the review form becomes available on the order page.
4. The customer fills in overall impression, communication, shipping, and product description.
5. The saved reviews are used when calculating the vendor rating and are shown as part of the seller reputation on the storefront.
6. The vendor can leave a reply to the review.
7. If the vendor reply seems inappropriate, the customer can report it to the administrator.

If customer notifications are enabled for the status change, the customer also receives an email invitation to leave feedback.

How to verify the result

1. Create a test order for a vendor.
2. Move the order to a status that is allowed for feedback in the add-on settings.
3. Open the order page as the customer and check that the feedback form is available.
4. Submit a review and make sure it appears in Website → Vendor feedback.
5. Log in as the vendor and verify that the review is visible and a reply can be added.
6. Test editing the review, if that option is enabled in the settings.
7. Test reporting the vendor reply.
8. Make sure the report appears in Website → Feedback reports.
9. Check that email notifications reach the participants when they are enabled for the status-change flow.

Important notes:

• If the order is not in an allowed status, the review form will not appear.
• If editing is disabled, the customer cannot change an already submitted review.
• Reports help you handle disputed customer reviews and vendor responses separately.
• Vendor rating is based on saved reviews and is used on the storefront.