Contributor Guide - 
How to make sure you get good ratings 
for your products?

Tip no.1: Check that your product sheet is complete

Your product sheet is essential because it will encourage merchants to buy your product!
The more complete and detailed it is, the more you will limit frustrations or disappointments related to the installation or operation of the module, and therefore, bad reviews!
Do not hesitate to consult our documentations to help you complete them!

Seller Checklist - How to successfully complete the product sheet of your module?
Seller CheckList - 9 best practices to increase sales of your theme!

Tip no.2 : Respond quickly to all your clients !

As a seller on PrestaShop Addons and according our Terms, you agree to answer the questions asked as soon as possible (under 1 working days maximum).

Remember that the response time and rate are taken into account when calculating the “customer service quality” criterion which is used to evaluate your status each week.

Each customer can also rate the quality of the response as well as your response time. Your customer service evaluation is taken into account when calculating this criterion.

To save time when replying, create preset messages in your seller account in “Settings” > “Support” for recurring issues.

If you are going on vacation, remember to activate the “Vacation” mode in your seller account to inform your customers that response times will be longer!

Tip no.3 - Keep a professional tone in all circumstances!

When merchants contact you, they are often panicking: their store is their main business and a few hours can feel like an eternity.
You received a message that irritates you? Wait a few minutes to calm down before responding.
Keep calm and professionalism so that he can keep a good image of you.

Stay polite and do not hesitate to ask to your client all the necessary information (specific accesses, screenshots …) in order to help him as efficiently possible.

If the questions are related to the PrestaShop e-commerce solution itself and you can not answer them, do not hesitate to send him the link to the PrestaShop documentation site or to our Support Plan on PrestaShop Addons !

Tip no.4 - Use a simple and clear vocabulary only in languages you speak fluently!

Don't forget that when selling your products on PrestaShop Addons, you're talking to agencies, freelancers, and developers, but also to many online e-merchants who often have very little technical knowledge. So remember to use a clear speech to guide them easily!

In you Seller account to the section Settings” > “ Information “, please select only select the languages that you perfectly speak and in which you can provide technical support. These will appear directly from the product sheet of each product.
Prefer english if you do not speak the same language as your client and ban the automatic translator!

Are you delegating part of your customer service to your team? Create employee profiles in your seller account in the “Settings” > “ Support ” space.

Tip no. 5 - Transform unsatisfied customers!

If you received an unsatisfactory review, do not panic, you always have the opportunity to answer it!

If the problem encountered is related to the product in question, be honest and recognize it, then encourage your customer to detail all the critical issues so you can correct them. Then, remember to issue corrections to your ZIP and inform them once they are online!

In accordance with French legislation, PrestaShop cannot delete or edit a comment without its author’s consent. Did you solve your customer’s problem? Encourage them to change the rating they left!

Remember that you can just use your message interface available in your seller account. In case of dispute, it will be easier for us to help you since we can see the discussions you had with your customer.

Here’s a reminder of refund conditions

According to our Terms , PrestaShop Addons can accept a refund request when :

• the Addon has not been downloaded

• the Addon is technically defective (provided that the Costumer has previously contacted the Seller for After Sales Service)

PrestaShop Addons Team