Feedback Policy

Our community expects honest, transparent feedback. We allow buyers to share their experiences with the community but will remove harmful or irrelevant comments and images. Are you looking to leave feedback? Please see our articles:

• Leaving feedback for sellers
• Leaving feedback for buyers

What is the policy?

Our policy ensures feedback is meaningful for both buyers and sellers. We do not allow feedback that is harmful, inappropriate, or irrelevant as this reduces trust between buyers and sellers and undermines the system. Below are the situations where we remove feedback, supported by factual evidence. While committed to protecting sellers, buyers do not expect only 100% positive feedback, and Ventio won’t contradict buyers’ opinions. We encourage sellers to respond thoughtfully to negative or neutral feedback to show care about the buyer’s experience. How do we remove feedback? We use automation to remove clear violations and manual review for other cases. You can request removal via Seller Help and our team will review it. Depending on the outcome, we may remove the comment, ratings, and/ or images. If approved, you’ll receive an email and the feedback will be removed within 24 hours. If not approved, we’ll explain why it doesn’t violate our policy. When do we remove feedback? Harmful, inappropriate, or irrelevant comments and images We remove feedback containing:

• Hatred, violence, or discrimination
• Profanity, obscene, illegal, or explicit content
• Political, religious, or unrelated social commentary
• Threats or intimidation
• Personal data (PII)
• Links directing off Ventio
• Third-party rights infringement
• Irrelevant or meaningless content/images
• Wrong-item feedback
• Mismatched rating/comment
• Unconstructive personal attacks

Any pictures must accurately represent the purchased item and comply with our policies (Images, Offensive materials, Restricted adult content, etc.). Example: Tim received negative feedback on a photo frame that said “Shirt was very poor quality.” Since it was for the wrong item, it’s removable. Extortion and manipulation We remove feedback used to extort or manipulate ratings. Example: “If you don’t include a memory card and case I’ll leave a bad review.” → Removed as extortion. Buyer-related transaction issues We remove neutral or negative feedback when:

• Buyer canceled after ordering
• Order canceled due to buyer’s address/payment issue
• Issue matches an explicit listing disclaimer
• Buyer violated our Abusive Buyer policy
• Feedback references buyer-requested change post-sale

Example: Buyer complains seller wouldn’t cancel after payment—buyer initiated cancellation. Item delivery issues We remove these types of feedback:

• Tracking shows on-time delivery
• Carrier delay due to natural events
• Customs/tax issues outside seller’s control

Example: “Import duties way too high” → Removed if seller isn’t responsible. Returns issues We remove neutral or negative feedback when:

• Item returned used/damaged and refund properly adjusted
• Listing states no returns and seller declined change-of-mind
• Buyer pays return shipping per stated policy
• Seller processed return and refund correctly

Example: Buyer leaves negative feedback when no-returns policy was clearly stated and honored—it’s removable. Ventio site or program issues We remove feedback that’s about:

• Technical issues on Ventio
• Cases closed under Guarantee/payment dispute—seller fulfilled obligations
• Guarantee/authenticated program items—seller met terms

Example: Buyer complains they couldn’t cancel a bid—they can’t, so feedback removable.

Why does Ventio have this policy?

This policy helps maintain the integrity of the Ventio feedback system and builds trust between buyers and sellers.