Retailer Right of Reply
(Last updated – February 2011)
We have developed this Retailer Right of Reply Tool for any retailer that wishes to have a means to post replies on our site to any comments (or any series of comments) on that retailer’s page.
A retailer can use this Right of Reply Tool to respond to specific comments made, thank their customers, help their customers or resolve any issues or complaints.
This is about delivering better service for customers, while at the same time allowing retailers a reasonable opportunity to show how good their service is or, if appropriate, tell consumers where they are making improvements.
Our aim is to empower both the retailer and the consumer.
If you are a retailer and would like to take up the opportunity to have access to this Tool, please read the following:
Process for Retailers using the Retailer Right of Reply Tool:
1. To gain access to the Right of Reply Tool please send an email ‘secretshopper@maryportas.com’ with your name, contact details (including address and telephone number) and position within the business.
Please note, to ensure legitimacy and efficiency, only one brand authorised representative may engage with MaryPortas.com using this Tool. We also reserve the right to ask for evidence to verify that such a request is genuinely submitted by a representative of that retailer with authorisation to comment on its behalf.
2. Subject to the above, we will send you details for entering a password-protected area of MaryPortas.com which will give you access to this Tool. Such passwords as we issue must be kept secure and only be used by the authorised representative (or a named replacement) and use of the Tool is subject to our site Terms & Conditions.
3. From here, you’ll be able to identify particular comments and submit your published response to them using the Right of Reply Tool.
4. We will use all reasonable efforts to publish responses that are properly submitted using this Tool within 72 business hours. These will be published on the relevant retailer page on the site.
Other important information for retailers:
Whilst we have published Secret Shopper Guidelines to regulate the conduct of reviewers on our site (see: http://www.maryportas.com/secret-shopper-guidelines/) it is your responsibility to monitor your own feedback and we are not undertaking to actively monitor reviews nor can we alert retailers to any particular feedback or any comments which are made in breach of our Secret Shopper Guidelines.
If you see anything which you sincerely believe to be illegal, infringes your rights or that breaches our Guidelines please use our Notice & Takedown Procedure. We will do all we can to review and remove any unsuitable comments as quickly as possible in accordance with that Procedure.
Please note that all users to our site including any retailer wishing to use this Right of Reply Tool must agree to our site Terms & Conditions and the Secret Shopper Guidelines, in order to make their comment or post a response.
This means that any retailer comments, including those submitted using the Right of Reply Tool, must also meet the same standards of legality and conduct as we apply to other users of the site. We reserve the right not to allow and may remove any retailer comment or response which we view, in our reasonable discretion, as inappropriate or that fails to comply with the Secret Shopper Guidelines.
We will not disclose the personal information of any reviewers in response to a retailer request nor do we act as a forwarding service to pass on retailer comments or responses directly to the author(s) of the comment (or comments) at issue.
Please remember that all comments, views or opinions on the site are solely those of the author and do not necessarily represent those of Mary Portas LLP, Mary Portas, any company associated with her or its personnel, representatives or agents. We reserve all defences, rights and remedies that may be available to us under applicable law.
We may also amend the above information from time to time.