Buyer reports
With Buyer reports (formerly Customer Reports), customers can report a problem to you straight from the storefront: a seller's inappropriate behaviour, a provider who did not turn up, suspected fraud, or anything else that made them feel unsafe. Reports land in a queue in the Dashboard, and you decide what happens next. In many markets a marketplace is also expected to offer a reporting channel like this.
This is off by default and available on every plan.
Turning it on
In Shop settings, under Other settings, the Customer terms card, turn on Buyer reports. Owners and Admins can change it. The Open Buyer reports link in the same card opens the queue.
What can be reported depends on the shop type:
| Shop | What can be reported |
|---|---|
| Multivendor | a seller, from the public seller page |
| Booking | the customer's own booking, from the booking detail |
| multivendor and Booking | both |
In other shops the switch shows nothing to customers.
What customers do
While the feature is on, customers see a Report button on the seller page and in their booking detail. The form has:
- What is it about?: Safety, Conduct, Did not show up, Fraud, or Other
- What happened?: required, at most 2000 characters
then Send report.
The rules:
- the customer must be logged in. Guests see "Log in first to send a report."
- a customer can only report their own bookings, and only sellers that are active or suspended
- at most 5 reports per 24 hours per customer in your shop. Beyond that the customer sees "You have sent many reports today. Please try again later."
- once sent, the customer sees "Thank you, the shop will review your report." Customers cannot see the status or your follow-up notes
Notifications for you
Every new report goes to the Dashboard notification bell as New customer report and is pushed to the shop's devices. The message names the category and the target (the seller's name or the order number), never the reporter. Tap the notification to open the report.
The report queue
Open the Buyer reports menu, which shows while Buyer reports is on. Only Owners and Admins can open it; Cashier and Kitchen cannot.
The list, newest first, can be filtered by status (All statuses), target (Sellers and bookings), category (All categories), and seller (All sellers). The report detail shows:
- the customer's message
- Reported by: the reporter's contact details (name, email, phone), so you can reach them, marked "Never shown to the seller."
- Reported seller with an Open seller link, or Reported booking with an Open order ... link
- a Resolution note for yourself, at most 1000 characters, kept with Save note
Dashboard categories: Safety, Conduct, No-show, Fraud, and Other.
Report status
| Status | Meaning |
|---|---|
| Open | a new report, not handled yet |
| Reviewing | you are looking into it |
| Resolved | followed up |
| Dismissed | no action needed |
The buttons in the report detail follow this flow:
| From | Buttons |
|---|---|
| Open | Start review, Resolve, Dismiss report |
| Reviewing | Resolve, Dismiss report, Back to open |
| Resolved or Dismissed | Reopen (back to Reviewing) |
Dismiss report asks for confirmation ("Dismiss this report?"). In the Dashboard app the button is called Dismiss.
When a report is Resolved or Dismissed, the Dashboard records when and by whom. Reopening clears that. Every change is recorded in the Activity Log.
Turning Buyer reports off only hides the Report button. Reports already received stay in the queue and can still be handled; open it with Open Buyer reports in Shop settings.
Suspending a seller from a report
When a report is about an active seller, the Owner sees a Suspend seller button in the report detail. It uses the same Suspend action as the Sellers page, including its notice to the seller.
"This reason is sent to the seller. Do not include who reported them or what the customer wrote." The field is empty by default and is never filled from the report.
Suspending does not change the report's status. Set the status yourself after you act.
Recording a provider no-show from a report
For a booking report in the No-show category that is still Open or Reviewing, the report detail shows a Provider did not attend button. It runs the same Provider did not attend action as the booking detail, for Owners and Admins:
- the confirm sheet is the same: what happens to the money, How the refund is paid when a refund is recorded, and Reason (optional), plus an optional Resolution note
- when it is too early (before start + grace period) or the order does not qualify, the button is disabled with the reason
- in one step the provider no-show is recorded and the report becomes Resolved. Without a note, Etalasse writes one, for example "Provider no-show recorded for booking #..." with any refund recorded
- if the action is refused, nothing changes, including the report. A Resolved or Dismissed report must be reopened first
- the report detail then shows the outcome on that booking ("Provider no-show recorded" or "Canceled by the provider"), and the seller's Provider no-shows counter moves as usual
The seller still never sees who reported.
Privacy
- sellers never see reports, reporters, or report contents. All they see is what you do, for example a suspension with the reason you wrote
- the reporter's identity is only visible to Owners and Admins
- reports never show on public pages
- the Etalasse team can see a summary of reports across shops, especially Safety reports, to keep the platform safe. The Etalasse team only sees the reporter's customer number, not their contact details, and does not change your reports or sellers