Seller 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 feedback for order circumstances outside of a sellers’ control.
Are you a buyer interested in leaving feedback for an order? Please see our article: Leaving feedback for sellers.
What is the policy?
Our policy is to ensure that 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 feedback system. You’ll find more detail below on situations in which we remove feedback. In each case, we consider the available evidence, buyer/seller account history, and trends to support removal.
While we’re committed to protecting sellers’ businesses, it’s worth remembering that buyers do not expect to see 100% positive feedback and that TCGplayer is not in a position to contradict buyers’ opinions or judgment of items.
We recommend that sellers reach out to customers who leave negative or neutral feedback via the order message center with a thoughtful, well-written response that demonstrates how much you care about your buyer’s experience.
How do we remove feedback?
We remove feedback that goes against our feedback policy and terms of service, but in cases that are not clear-cut, we reserve the right to make adjustments based on the available evidence, buyer/seller account history, and trends.
You can request removal of feedback by escalating a message thread for the specified order. After escalation, a team member will review your request. Depending on the situation, we may remove the comments and/or ratings.
If your feedback qualifies for removal, you will be notified via email and the feedback will be removed from your account within a reasonable timeframe. If we’re unable to remove the feedback, we’ll outline how it aligns with our policy. This determination may reflect account history and other review factors, though we may not be able to share specific details.
When do we remove feedback?
Harmful, inappropriate, or irrelevant comments
We remove all feedback that contains any:
- Content promoting hatred, violence or discrimination
- Profane, obscene, adult, illegal, or explicit content
- Opinions on any political, religious, or social issues
- Any implied or explicit threats, intimidation, or harassment
- Personally identifiable information
- Links, URLs, or other content encouraging sales outside of TCGplayer
- Infringement of third-party rights
- Meaningless content that doesn’t reflect the item purchased
- Comments intended for a different item or seller
- Negative comments with positive ratings, or positive comments with negative ratings
- Personal attacks that could harm the reputation of the seller or their business and could not reasonably be viewed as constructive criticism
Extortion and manipulation
We remove all feedback that:
- Is used as a means to extort another member
- Is used to manipulate feedback ratings
Buyer-related transaction issues
We may remove neutral/negative feedback when the buyer is referencing:
- The buyer asked to cancel after placing their order
- The order was canceled due to an issue with the buyer’s address
- The buyer is raising an issue that was correctly disclosed in the listing (only applicable to Listings with Photos)
- The buyer has been removed from our site due to abuse
- The buyer requested a change to an order after the order has shipped (and their feedback relates to this)
Item delivery issues
We may remove neutral/negative feedback when the buyer is referencing:
- A delivery issue where tracking shows us that the delivery or handling time expectations were met
- A delivery issue where a natural disaster or unexpected event caused a carrier delay
- A customs or tax issue outside the seller’s control that we could identify
Return issues
We remove neutral/negative feedback when any of the following occurred and this is what the buyer is referencing:
- The seller declined a cancellation or return due to buyer’s remorse
- The seller opted to allow a buyer’s remorse return and the buyer was responsible for return shipping costs
- The seller handled the return and issued a refund per our refund and returns policy, for example:
- A seller provided a partial refund for a condition difference or provided a refund after the impacted card was returned
- A seller provided a refund or replacement for a missing or wrong card in the order
TCGplayer site or program issues
We remove neutral/negative feedback when:
- The problem was caused by a technical issue on the TCGplayer site that we could identify
- An order or payment dispute was closed with the seller having met their obligations to the buyer
If you think feedback goes against our policy, you can request removal of feedback by escalating a message thread for the specified order. To do this select the Escalate This Thread button at the top of a message thread.
After escalation, a team member will review your request. Depending on the situation, we may remove the comments and/or ratings.
We regularly review our policy to make sure we’re keeping up with industry standards and being fair to everyone in the TCGplayer community. The enforcement of our Seller Feedback Policy, which protects buyers and sellers, is dependent on both parties adhering to all other relevant TCGplayer policies.
Activity on TCGplayer is required to follow this policy, the TCGplayer Terms of Service and all applicable laws, as well as respect the rights of third parties. If it doesn’t, TCGplayer may take action consistent with applicable laws and the TCGplayer Terms of Service, and may even be legally required to do so. Such actions may include, as an example only: Removing the listing or other content, issuing a warning, restricting activity or account suspension.