Review Authenticity Policy

1. Our standard

Every review shown through Quoli must be an honest account of a real customer's experience with a product they bought from that store. Critical reviews matter as much as positive ones.

These rules are part of section 7.1 of our Terms of Service and apply to every merchant on every plan.

2. How reviews are collected

Quoli asks for reviews after a purchase. Each merchant chooses whether the request goes out after fulfillment or after delivery, and how long to wait, so customers have had a chance to use the product.

• Quoli sends review requests by email to the customer who placed the order. Merchants can also share a review link or QR code, and shoppers can write a review on the store's product pages.
• Customers write their own rating and review, and can add photos or video.
• Merchants may only send review requests, including requests sent by hand, to people who bought from their store and whom they have a lawful basis to contact.
• Merchants may not use blocklists, hand-picked requests or automations to leave out customers because they expect a negative review.
• Every request respects unsubscribe choices. Quoli automatically stops sending to anyone who unsubscribes or whose address bounces.

3. What Verified buyer means

The Verified buyer badge means the review was submitted through a review request Quoli sent for a recorded order from that store. The badge confirms the purchase. It never depends on the rating or on what the review says.

• Reviews written on the store's own pages, through a shared link or QR code, or brought in from a spreadsheet do not carry the badge.
• Reviews moved from another reviews app keep the verified status that app recorded.
• Merchants cannot add the badge to a review or take it away.

Some stores show a Verified by Quoli mark next to their rating. It shows that the store collects and displays its reviews through Quoli under this policy. It does not mean Quoli has checked each review; the Verified buyer badge on a review says that.

4. Merchants cannot change what customers wrote

Once a customer submits a review, its words belong to the customer. The Quoli dashboard gives merchants no way to edit a review's rating, title, text, photos, videos, reviewer name or date.

• Merchants can publish or archive a review, feature or pin it, and reply to it publicly or privately.
• Merchants can send the customer one request to update their review. Only the customer can make the change, through the link in that request.
• Each review keeps a timeline of what happened to it, including when it was published, archived, featured or answered and by which team member.

5. Rewards for honest reviews

Merchants can thank customers for reviewing with a discount on a future order, with different rewards for text, photo and video reviews.

• The reward is offered for any honest review, whatever the rating and whether the review is positive or negative.
• When a merchant offers a reward, the review request and the review form say so before the customer writes anything.
• Reward codes are sent by email after the review is submitted, to the address on the review. Merchants choose whether rewards go to reviews from review requests, from the store's own review form, or both.
• Reviews that earned a reward are flagged as incentivized in the review feed Quoli provides to Google Shopping.

6. Publishing and moderation

Merchants decide which new reviews publish automatically. They can publish reviews right away by star rating and approve the rest by hand, or approve every review by hand.

• Whatever the rule, merchants must look at every pending review on the same standard, and may not leave reviews unpublished because of their rating or because they are critical.
• On Advanced and Unlimited plans, merchants can enable the QI confidence check. It reads the wording of each review before it would publish on its own and holds abusive or offensive language for the merchant to look at. It judges wording only, never the rating or whether the review is positive.
• Quoli accepts one review per product per order.

7. Critical reviews stay part of the record

Merchants may not archive, hide, delete or leave unpublished a review because it is negative or to improve their rating. A merchant may archive a review only when it breaks this policy, contains personal data about someone else, or is not a genuine customer review.

Merchants can reply publicly to any review, so shoppers see both the customer's experience and the store's response.

8. AI and reviews

Quoli's AI never writes customer reviews and never changes them.

• Reply and answer drafts are suggestions. A merchant reads and approves each one before it is published.
• Review summaries describe what published reviews say.
• Nuggets are short excerpts a merchant selects from a published review, in the customer's own words.
• Ads made with UGC Ads use the customer's own words and photos.

9. Reviews moved from another app

When a merchant moves to Quoli from another reviews app, their reviews come with them, keeping the original date, rating, photos and videos, and merchant replies.

• Where the other app's export records whether the reviewer was a verified buyer, Quoli keeps that status.
• Reviews imported from a spreadsheet are never marked as verified.
• Merchants may only import reviews written by customers of their own store.

10. Reviews on other channels

Ratings shared to Google Shopping, Meta catalogs and the Shop app come from the same published reviews shown on the merchant's store, except that reviews imported from marketplaces are not sent to Google or Meta.

Merchants can show reviews of closely related products together, such as one product in several sizes or a bundle and its items. Merchants may only group products that are substantially the same.

11. Enforcement

Quoli may look at a store's reviews and settings when we receive a report or see signs that this policy is being broken. Depending on what we find, we may ask the merchant to fix it, remove or hide specific reviews, pause features such as review requests or rewards, or suspend or close the account. Serious or repeated violations may be reported to the relevant authorities.

12. Report a review

If you believe a review shown through Quoli is fake, was paid for, or breaks this policy, email [email protected] with the subject line "Conduct report". Include a link to the page where the review appears and a short description of the problem. We look into every report.

For copyright complaints, follow our Copyright (DMCA) Policy. For questions about personal data in a review, see our Privacy Policy.

13. Laws this policy follows

This policy is built around the rules that govern customer reviews, including: the US Federal Trade Commission's Trade Regulation Rule on the Use of Consumer Reviews and Testimonials (16 CFR Part 465) and its Endorsement Guides (16 CFR Part 255); EU consumer protection law, which requires businesses that publish reviews to say whether and how they check that reviews come from real customers (Directive (EU) 2019/2161); and the UK Digital Markets, Competition and Consumers Act 2024.

Merchants remain responsible for following the laws that apply to their store and their customers.

14. Changes and contact

We update this policy when our product or the law changes, and the date at the top always shows the latest version. For questions about this policy, email [email protected].