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How Revi handles incidents about stores

This page explains how we handle incidents that a consumer reports to Revi about a store (for example, an order that was paid for but not received). It is not a reviews channel: it describes a private process with safeguards for both the consumer and the store.

Notice: the channel to open new incidents is not available at this time. This page describes how the process works when active, and we will update it once it is operational again. In the meantime, you can complain directly to the store or contact public consumer services, and use the review reporting or platform misuse channels if your case fits them.

What an incident is

An incident is a private communication from a consumer to Revi about a problem with a purchase at a store. It is not an opinion or a review: it is not published on the store listing and does not change its score or its stars.

What Revi does

When we receive an incident:

  • We verify the sender's identity through their email address.
  • We require minimum documentation that links the case to the store (for example, an order number and proof of purchase).
  • We forward a minimal summary of the case to the store and ask it to respond.
  • We give the store a response window of 14 calendar days, with an intermediate reminder.
  • If the store does not respond, the public listing may reflect objective facts recorded by Revi; the notice is automatically removed as soon as the store responds.

What Revi does NOT do

Revi records the information and reflects facts, but it is neither an arbitrator nor a consumer protection office. Specifically, Revi:

  • Does not arbitrate or resolve the dispute between the consumer and the store.
  • Does not mediate on a binding basis or compel the store to take any action.
  • Does not determine legal liability or issue assessments about the store.
  • Does not refund money or handle reimbursements.
  • Does not replace consumer protection offices, authorities or the courts, which you can always turn to.

Which notices may appear on a listing

When certain objective facts occur, a store's public listing may show one of the following notices, worded using predefined formulations. None of them changes the score or the stars, and all of them are automatically updated or removed if the situation changes.

Time context

This store has not collected verified reviews with Revi since [month of year]. The reviews shown correspond to verified experiences prior to that date.

This is an automatic, purely informational notice: it is shown when a store has gone some time without collecting verified reviews, regardless of whether an incident exists.

No response

This store has not collected verified reviews with Revi since [month of year]. Revi has recently received at least one documented incident related to this store and has requested information from it. The store has not responded to the request within the expected timeframe. This notice reflects only facts recorded by Revi and does not imply a judgement about the store. It will be automatically removed if the store responds.

It is shown when there is at least one documented incident and the store has not responded to the request for information within the timeframe. It is automatically removed as soon as the store responds.

Non-operational contact

This store has not collected verified reviews with Revi since [month of year]. Revi has recently received at least one documented incident related to this store and has tried to contact it without success: its registered contact details are not operational. This notice reflects only facts recorded by Revi and does not imply a judgement about the store.

A variant of the previous notice for the case where the store's registered contact details are not operational and the request could not be delivered.

Unverifiable activity

Revi has been unable to verify the current activity of this store. Several documented incidents have been received and the store has not responded to Revi's requests for information. Historical verified reviews remain published and correspond to experiences prior to [month of year]. We recommend taking extra care with your usual checks before buying. This notice is based on facts recorded by Revi, does not attribute unlawful conduct to the store, and will be updated if the store responds.

This is the most far-reaching notice and is applied only after an individual human review, when several documented incidents without response occur. It is updated if the store responds.

Safeguards for stores

The process is designed so that no store can be harmed arbitrarily:

  • Notices reflect only verifiable facts recorded by Revi.
  • The texts are predefined, public formulations; Revi does not write bespoke wording for each case.
  • Notices are automatically removed as soon as the store responds to the incident.
  • The store has a route to submit representations against any measure.
  • Wider-reaching measures require an individual human review before being applied.

Safeguards for consumers

The information you provide is handled with the following safeguards:

  • The content of the case is private: it is not published on the store listing.
  • Only a minimal summary of the case (order number, date and description) is passed on to the store; your email address is shared only if you expressly authorise it.
  • Data is retained for the periods set out in our Privacy Policy and is deleted once the case is closed and those periods have elapsed.

For any communication, you will find the points of contact under Regulation (EU) 2022/2065 in our Legal notice.