Reviews and labels

Reviewing a rental

Once a rental has wrapped the renter can leave a review: one to five stars, a few words if she wants, and (the one thing only she can answer) whether the piece ran small, true to size or large.

• One review per rental, and it is optional.
• A rental that ended in a fit refund is not reviewed, either way: it did not go ahead. A fit refund still waiting on the lender's answer waits with it.
• Reviews are public. They sit on the piece and they make up the lender's rating.
• Fit votes are shown as a tally on the listing, never attributed to anyone.

The other direction

The lender rates the renter: one to five stars and a note, once per order.

The rating shows; the note does not. Your rating as a renter is its own figure on your profile, next to your rating as a lender, and the two are separate: one closet's bad night does not touch what people see when they rent from you. The words a lender writes are hers and Jelly's: they are never shown to you, never shown to anyone else, and never attached to your name anywhere.

Getting a review taken down

Reviews are final, with one narrow exception. If you are the lender, you can ask for a renter's review of your piece to be removed where that renter:

• returned the piece late and was charged a late fee;
• returned it damaged; or
• did not return it at all.

Those are the only three. Each one is already on the order, which is why they can be checked rather than argued. Ask from the order or write to info@onjelly.com.

It is removal or nothing: a review is never edited, and there is no reply posted underneath it. A review you simply disagree with stays up.

Labels

Five labels are worked out from what has actually happened, fresh every time someone looks. Nobody applies for one and nobody at Jelly hands one out. Two are for closets, two are for renters, and Verified is for everyone.

• Verified. A pink seal beside her name. Her ID has been checked, with a photo ID and a selfie through Stripe, or by Jelly Support by hand where a genuine document would not scan. See Your account.
• Star closet. One of the most dependable closets on Jelly: at least 5 completed rentals, and over the last 30 days a rental, 80% of offers accepted, under 5% of bookings cancelled by the closet and a typical answer inside 2 hours. See Star closet.
• Fast responder. This closet usually answers offers within 2 hours, measured over its last 10 offers. An offer left to expire counts against it. See Offers on your listings.
• Clean record. She returns on time, in the condition she got it: at least 1 completed rental, and in the last 365 days no late return, no piece marked stolen, no damage or loss she was charged for, and no rating of 2 stars or lower from a lender.
• Star renter. One of the most dependable renters on Jelly: at least 5 completed rentals, an average rating from her lenders of 4.5 or better across at least 3 ratings, and a Clean record. It is the renter's side of Star closet.

What counts against a clean record is what Jelly found, and the rating a lender gave: a late fee still in force (a fee Jelly cancelled does not count), a piece marked stolen, a damage or loss claim Jelly charged her for, or a rating of 2 stars or lower. A lender's report on its own is not one. Each clears a year after it happened.

Lenders see a renter's label where they decide: on an offer, on the order and on her profile. Her profile shows both renter labels; everywhere else shows the higher one: Star renter, or else Clean record.

The rows behind a label are not published, because claims and disputes are one member's account of another and stay private. Only the word crosses, along with neutral totals: rentals as a lender, rentals as a renter, reviews and rating, and the month someone joined.

Your own labels are yours to see in full. Account → Your labels shows each one, where you stand against it and the one thing to do next.

No label changes a price, a fee, a refund or a window. They are description, not privilege.

Writing a useful one

Say how it ran, how it arrived, and whether it was what the listing said. That is what the next person is reading for.