How reviews work
Who can write them, how we check the purchase is real, and why the negative ones stay.
Photo by Nina Luong on Unsplash
Only those who bought can write one
On Orterra there is no open form for leaving a review. The invitation arrives by email seven days after delivery of the parcel, and only to whoever received that parcel. The link is to the single order: you do not need to declare you bought, we already know.
From that moment there are sixty days. After that the window closes: a review written a year later describes a product that is no longer the same, and often not even the same harvest.
What can be rated
- Every product bought: one to five stars, and a text if you want to write one.
- The producer: one to five stars on packaging and punctuality — that is, on how the parcel arrived, not on what was inside.
How we moderate them, and what is NOT a reason for rejection
Every review is read by a person from the buying office before it goes out. An automatic check flags insults, personal data and links, but does not decide on its own.
A review is rejected only in these cases:
- offensive or unlawful content;
- personal data — yours or other people’s;
- off-topic texts, which do not talk about the product or the delivery.
A review is never rejected for being negative. An average built by removing the low stars is an invented number, and whoever buys trusting that number is deceived twice: by the rating and by us.
The reason for every rejection stays recorded and we tell it to you. We aim to decide within three working days.
Where they appear
- On the product page: the average, how many there are, and the list from the most recent — with shortened name, date, lot year and the wording verified purchase.
- On the producer’s page: the average on service, that is packaging and punctuality.
The producer’s reply
The producer can reply once to each review. Their reply goes through the same approval, with the same rules: they can explain, they cannot delete.
If a published review should not be there
Anyone can report it — you do not need to have bought, and you do not need to be the producer. The report goes into a queue and gets a reasoned decision: how to report a listing.
What we do not do
- We do not buy reviews and we do not write them.
- We do not ask anyone to write one in exchange for discounts or gifts.
- We do not change the order of the products according to how much a producer pays.