Customer Rating System
After every completed order, customers are invited to rate their experience on a 1–5 star scale across the following dimensions:
- Food quality and taste
- Order accuracy (correct items, correct quantity)
- Packaging quality
- Overall experience
Rating Calculation
A merchant's displayed rating is a rolling 30-day weighted average of all verified customer ratings. Ratings from cancelled or refunded orders may be excluded at Sooper Buddy's discretion.
Minimum Rating Threshold
Merchants with an average rating below 3.0 stars over any rolling 30-day period will be placed on a Performance Improvement Plan (PIP). Failure to improve within the PIP period may result in temporary suspension or permanent removal from the platform.
Review Integrity
- Merchants may not solicit fake positive reviews from friends, family, or other parties
- Merchants may not post fake negative reviews targeting competitors
- Offering incentives (discounts, free items) in exchange for positive reviews is prohibited
- Violations will result in immediate removal and potential legal action
Disputing a Review
Merchants may flag reviews they believe are fraudulent or violate community guidelines through the Merchant App. Sooper Buddy will investigate and remove confirmed fake reviews within 7 working days.