Rating system reset FAQ
Galaxus and Digitec are doing some spring cleaning. We’re deleting 380,000 product reviews – and from now on, only verified buyers can leave a rating. Here’s why we’re making the change and what it means for you.
What’s changed about product reviews on Galaxus and Digitec?
From now on, reviews can only be left by customers who’ve actually ordered and received the given product from us.
How did the old system work, and what was wrong with it?
Previously, anyone with a customer account could leave a review – regardless of whether they’d bought the product from us. Although reviews left by customers who hadn’t bought the product from us were labelled as such, this was easy to miss. On top of that, all reviews were given equal weight in the star-rating average. This made it easy for brands and manufacturers to game the system and give their own products positive reviews – and even left the door open to sabotage competing products with negative reviews. The fact our Community Guidelines prohibited it wasn’t enough.
What triggered this change?
The straw that broke the camel’s back was a situation that happened with the «Kevin» burglary protection system. Employees and people in the manufacturer’s inner circle showered the product with five-star ratings and rave reviews – naturally, without having bought it from Galaxus or Digitec. And this wasn’t the only case of abusive reviews by any means.
Why are new or niche products particularly affected?
Niche products naturally have fewer reviews to begin with. If some of those are manipulated, the impact on the average – which translates into purchasing decisions – is disproportionately large.
Can I still leave a review for a product I received as a gift?
No, you can no longer do so, neither on Digitec nor Galaxus. This is a deliberate trade-off; we’re prioritising protection against manipulation over maximum freedom.
I’ve reviewed products I didn’t buy from Galaxus or Digitec. What will happen to those reviews?
First off, it’s great that you’re so involved in our Community. Unfortunately, even if you’re not the boss of a security systems company trying to hype up your own product, your reviews will still be deleted. You can, however, still answer questions about products – even those purchased elsewhere.
How will this affect my standing in the Community?
All points, levels and other gamification achievements will remain intact.
Will my other reviews remain intact?
Yes. We won’t touch any reviews for products you bought from Galaxus or Digitec. Only reviews without a verified purchase will be deleted.
Why are 380,000 reviews being deleted?
As part of the system change, all existing reviews from people who didn’t buy the product in question from Galaxus or Digitec are being removed. This amounts to just under four per cent of all reviews. All points, levels and gamification achievements remain unaffected.
Have the reviews already been deleted?
Not yet, but they will be soon. We’ll be deleting the reviews within the next three weeks.
What do you mean by «backlashing» and how does the new system prevent it?
Backlashing is when customers vent their frustration about delivery issues or other service-related problems in a product review – even though none of that has anything to do with the product itself. Now that only verified buyers can leave reviews, the risk of these distorting ratings is lower.
How do other online retailers handle product reviews?
With this new system, we’re going a step further than many competitors. On Amazon, for instance, unverified reviews are still visible and feed into the overall rating. There’s even a whole market for fake reviews. Amazon regularly comes under fire for this. Brack.ch also only flags whether a review is linked to a verified purchase. Otto.de, on the other hand, only allows reviews from buyers.
What about Chinese shopping platforms?
In principle, AliExpress only allows reviews from buyers. But in practice, sellers actively incentivise positive ratings, for example with discounts or gifts. Competitors also sabotage each other with fake negative reviews, and bots churn out ratings by the thousand. Temu and Shein are also facing criticism for insufficient quality control and manipulated reviews.
If I spot a suspicious review, what can I do about it?
Tap the three vertical dots on any review (next to the up- and downvote arrows) to open the menu and report the review. Your report will go straight to our Community Team, who usually look into cases within 24 hours.
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