# Overview, statistics and reports

> The Overview, Statistics, Activity history and Audit report screens.

Source: /en/features/reports/

## Overview

This screen opens when you sign in to the panel and gives a current summary of your review processes. While a channel is selected in the top bar, the alerts, the numbers and the publishing method cover only that channel. Because products do not belong to a channel, the product source alert and **Latest activity** show all channels; both say "(all channels)".

| Section | Content |
|---|---|
| **Needs your attention** | Items requiring action; each has a button that names where it goes (for example **Go to reviews awaiting approval**, **Go to the method statement**): requests from your site turned away in the last 7 days, a regularly loading review section that hasn't loaded on your site for 48 hours, reviews waiting too long for approval, seller replies awaiting approval, questions awaiting approval, questions with an answer awaiting approval, published reviews caught by a re-check, records that could not be read from a product source, marketplace reviews whose removal was held back or marketplace connections that could not be read several times in a row, reviews whose reports are waiting to be closed, a method statement that needs updating, the average decision time and the average time to send rejection notices passing their warning limits in the last 7 days, a rejection gap warning. Seller replies awaiting approval open the **Awaiting approval** screen; questions awaiting approval open the **Questions** screen filtered to those awaiting approval, and questions with an answer awaiting approval open it with the **Questions with an answer awaiting approval** filter; reviews caught by a re-check open **All reviews** with the "Published" status and the "Only those flagged by a check after publishing" filter; a review marked with **Keep it live** in its details drops out of this number. The product source warning opens the **Products › Product sources** tab, the marketplace warnings open the **Integration › Marketplace reviews** tab, the method statement warning opens the **Market rules › Method statement** tab, and the time and rejection gap warnings open the **Statistics › Compliance** tab. The turned-away requests warning opens the **Connection log** with the turned-away requests; the loading warning opens the **Integration** screen and appears if the review section loaded at least 20 times in the 7 days before the last 48 hours, saying how many hours the review section hasn't loaded ([Seen on your site?](/en/features/setup-screens.md#seen-on-your-site)). |
| Number cards | **Awaiting approval** (with the waiting time of the longest-waiting review below it), **Published reviews**, **New reviews in the last 7 days** (with how many of them were published and rejected below it) and **Invitations sent in the last 7 days** (with the invitations stopped in the last 7 days below it). Clicking a card opens the relevant list; the cards about the last 7 days open it filtered to this period. |
| **Reviews and approval** | **Reported reviews**, **Average decision time (last 7 days)**, **Share of reviews replied to (all time)**, **Publishing method** and **Lowest-rated products**: the three products with the lowest average among those with at least 3 published reviews in the last 30 days (a product's colours and sizes are counted together). Clicking a product opens **All reviews** with that product's published reviews written in the same 30 days, lowest rating first. A single average across all products is not shown; product ratings are on the **Statistics › Product ratings** tab, and the **Go to product ratings** button under the card leads there. |
| **Invitations** | The **Invitations sent** and **Invitations stopped** numbers of the last 7 days; below them **All invitations, by status** and **All stopped invitations, by reason**. These two parts are not limited to the last 7 days. The reasons count stopped invitations only; clicking a reason opens the **Invitations** list with the invitations stopped for that reason. |
| **Your site** | If you have one channel, or a channel is selected in the top bar, the card is headed **Your site · <channel name>**: the channel's **Seen on your site?** verdict and the **Requests from your site** and **Refused requests** numbers of the last 7 days; clicking a number opens the **Connection log** filtered to this period. While **All channels** is selected and you have more than one channel, the card is called **Your sites** and shows each channel on its own row: the number of requests in the last 7 days, the number of refused requests, the day it was last seen and the **Seen on your site?** verdict; the **Go to Integrations** button on the row opens that channel's **Integration** screen. |
| **Latest activity** | The latest entries from the activity history (panel sign-ins excluded) |

What the numbers mean:

- **Awaiting approval** and **Waiting longest** use the same measure as the **Awaiting approval** screen: waiting counts from the moment the review last entered the list. A review "waiting too long" is one that has been awaiting approval for longer than the decision time limit set on the **Settings › Warning limits** tab (6 hours by default).
- **Reported reviews** counts reviews with open reports; a review reported by several visitors counts once, and the number matches the number of reviews in the list it opens.
- **Share of reviews replied to** shows, regardless of date, what share of all reviews that are published right now have a published seller reply.
- **Publishing method** shows the general method. If a different method was chosen for some markets or channels, it adds "different in N markets or channels".
- Published reviews caught by a re-check are published reviews whose latest automatic check flagged them; for example, when a return or refund made after the review ran the checks again.
- **Invitations sent** counts invitations created in the last 7 days that have been sent; the card opens the **Invitations** list with the same start date and the "Only sent ones" filter.

The slow rejection notices warning is shown when the average time to send rejection notices exceeds the rejection notice limit (24 hours by default).

A card, button or row that leads to a screen your role cannot open is not clickable; the number stays as plain text and the button is not shown. For example, the **Go to reviews awaiting approval** button is not shown to the Analyst role.

## Statistics

This screen presents your reviews and your approval process in figures. While a channel is selected in the top bar, the numbers on every tab cover only that channel, so you see each site's statistics separately. The **Period** choice at the top of the screen (7, 30 or 90 days) applies to every tab. The screen has seven tabs: **Summary**, **Compliance**, **Reviews**, **Topics**, **Product ratings**, **Invitations** and **Approval process**. If there is nothing to show for the chosen period, the **Topics** and **Product ratings** tabs are not shown.

### Summary

The screen opens on this tab, which shows the key numbers for the chosen period as tiles. Clicking a tile opens the tab with its details:

| Tile | Tab opened |
|---|---|
| Written, Published | Reviews |
| Rejection gap between ratings | Compliance |
| Average decision time | Approval process |
| Invitation to review rate | Invitations |

A value over its warning limit is shown in red. Any warnings are listed above the tiles; the **Open compliance details** button opens the **Compliance** tab. Below the tiles, the **Day by day** chart shows the reviews written, published and rejected in three side-by-side columns for each day of the period; the legend gives the period totals. A review counts on the day it was written; publishing and rejection count on the day they happened. Hovering over or tapping a day shows that day's three numbers; while the chart is selected, the arrow keys move between days. When the days do not fit the card's width (for example on a narrow screen or in the 90-day period), the chart groups them into weeks and is titled **Week by week**.

### Compliance

Indicators that monitor whether positive and negative reviews go through the same process and the same time limits. A warning is shown for an indicator that exceeds its limit:

| Indicator | Value monitored | Default limit |
|---|---|---|
| Rejection gap between ratings | The rejection rate at each star level and the gap between the highest and the lowest rate; the gap has no direction. If reviews at one star level are rejected noticeably more often, this can create the impression that those ratings are being suppressed. | 10% |
| Average decision time | The average time reviews left for approval wait for a decision | 6 hours |
| Time to send rejection notices | The average time between the rejection decision and the notice being sent to the customer | 24 hours |
| Out-of-date method statements | The number of channel and language statements linked to your own page that no longer match the current text | 0 |

An indicator with no value yet shows only its limit; no "Within the limit" or "Over the limit" badge is shown. The **Time to handle reports** tile shows how long a review that a customer reported waits on average from the report until it is resolved; there is no warning limit for this time.

This tab also contains a table of rejection rates by star level. The limits are changed on the **Warning limits** tab of the **Settings** screen; the **Go to Settings › Warning limits** button next to the tab heading opens that tab directly. This button, and the **Go to market rules** button on the "Out-of-date method statements" indicator, are only shown to roles that can open the screen they lead to.

### Reviews

Ratings of different products are not mixed into one average; ratings are shown as a distribution and per product.

| Part | Content |
|---|---|
| Figures | Reviews written, published, rejected, not published yet (drafts, waiting for proof of purchase, awaiting approval, and approved but waiting to be published), and hidden or removed; the share of reviews with verified purchase, with photos or videos, and with text. Below them are the written, published and rejected counts of the previous period of the same length. |
| **Rating distribution** | The number and share of reviews published in the period for each number of stars |
| **Product ratings** | Each product is placed in a band by the average of its own published reviews (4.5 and above, 4.0–4.4, 3.0–3.9, below 3) and the number of products in each band is shown. The counting choice and minimum number of reviews on the **Product ratings** tab apply here too. |
| **Where reviews were written** | The number of reviews written from an invitation email, on the site, from an in-store receipt or entered manually |
| **Replies and engagement** | The share of published reviews with a seller reply, the number of reviews with a resolution note, the number of helpful votes and the number of shopping experience reviews |
| Proof and market | How proof of purchase was obtained; the number of reviews by market and channel |

Cards placed side by side are the same height.

### Topics

| Section | Contents |
|---|---|
| **Rating topics** | One card with a row per topic: its name, the number of answers and a single bar showing how the answers are spread. Option topics (such as size) show the share of each option; star topics show the share of each star that was given, with 1 and 2 stars in red. No average is shown for topics. |
| **Trending topics** | The words used most often in reviews and how they changed against the previous period of the same length. |

### Product ratings

Product page views and reviews per 1,000 views; the most viewed, most reviewed, highest rated and lowest rated products (among products with at least the selected number of reviews). In the most viewed and most reviewed lists the **Reviews written** column counts every review written; in the rating lists the **Published reviews** column counts published reviews only. The rating is always calculated from published reviews.

The **Fit and returns** card shows, for products with a fit-type rating topic (such as size or width), the number of answers to that topic in reviews published in the period, the share of the lowest and highest answers, and the product's return rate for orders placed in the period; the card's description gives the store's return rate. The return rate is calculated from delivered and returned order lines; if order data does not carry returns, it reads "unknown". A product is listed once the number of answers to the topic reaches the **Rating lists need at least** choice.

How products are counted is chosen only on this tab, next to the period: **Count products as** (**Product group (colours and sizes together)** or **Each variant separately**) and **Rating lists need at least** (1, 3, 5, 10 or 20 reviews). By default, products are counted as product groups with at least 3 reviews.

### Invitations

The funnel from invitation to review: invitations created, sent, delivered, opened and turned into reviews; invitations stopped and bounced; the distribution by channel. Delivery and open information is received from the email service; if it does not arrive, the value is shown as "unknown" rather than counted as zero. For details, see [Email delivery events](/en/integrate/email-events.md).

### Approval process

The distribution of rejection reasons; the **Who made the decision** card with the number of reviews published automatically, approved by a person and rejected by a person (a person's approvals and rejections together use the same definition as the total in the decision time distribution); the distribution of decision times, decision times by star level, and removed and hidden reviews. Clicking the row of a removed or hidden review opens the review's detail panel.

## Activity history

The screen has two tabs: **Panel actions** shows the changes made, **Personal data access** shows who saw customers' personal data.

The **Panel actions** tab is an unchangeable record of every action taken in the panel: the person who took it, their role, the time and the change made (old and new value). Sign-ins and sign-outs, user and role changes, channel and key actions, settings, the publishing method, review decisions, bulk actions, exports, risky words, product sources, method statement confirmations and personal data requests are recorded here.

The change is written out in full in its row, wrapped over several lines if needed; when a field was emptied, its old value is followed by "(removed)". Panel sign-ins and sign-outs are not listed by default; the **Also show panel sign-ins** box lists them too. Entries cannot be changed or deleted. Viewing this screen requires the "Can download reports and files" permission (Analyst and Administrator).

Users who can see the screen can download the list as **CSV**, **Excel** or **JSON** from the **Download** menu. The file contains the rows that match the current filters and search; if there are more than 10,000 rows, no file is created and you are asked to narrow the list with the filters; its columns are **Date**, **Action**, **Done by**, **Role**, **About**, **Record number**, **What changed** and **Action code**. The records are read in Sayproof and written to the file; rows sent from the screen do not go into the file. Every download is recorded in the **Activity history** as "Activity history downloaded", with the format, the number of rows and the file's verification code.

### Personal data access

The **Personal data access** tab records the reads that show customers' personal data such as email addresses, phone numbers or order numbers: who saw them, when, through which route and how many records. Reads by panel users, server keys, a Sayproof support session and the Sayproof team are all recorded; the **Done by** column shows next to the name the person's role and **Panel session**, **Server key**, **Sayproof support session** or **Sayproof team**. These reads are recorded:

| What was viewed | When it is written |
|---|---|
| Review details viewed | When review details that show the customer's email address or order number are opened |
| Reviews searched by email address | When a search containing `@` on the **All reviews** or **Awaiting approval** list finds at least one review |
| Review history viewed | When the review's history is read with `GET /admin/v1/reviews/<id>/trace` without asking for a file format (downloading it as a file is written to the **Panel actions** tab) |
| Invitation list viewed | When the **Invitations** list shows a row with a recipient address |
| Message log viewed | When the **Message log** list shows a row with a recipient address |
| Question list viewed, Question details viewed | When the asker's name or email address, or an answerer's name or order number, is shown |
| Personal data request list viewed, Personal data request viewed | When the **Personal data requests** list is opened or a single request is read |
| Records looked up for a personal data request | At the **Records found** step while recording a new request |
| User list viewed | When the **Users** screen is opened, and when the Sayproof team opens your brand's details |
| Addresses checked against the list of people who do not want emails | When `POST /admin/v1/opt-outs/check` is called with a server key |
| Marketplace review list viewed | When imported reviews are listed with **Remove a marketplace review** on the **Personal data requests** screen; rows that show an author name are counted |

**Records** is the number of records carrying personal data that the action showed: the rows on a list page with an email address or order number, or the one record opened. A read that shows no personal data (for example an empty list) leaves no entry. The search text and the email address are not written to the entry; the person in a personal data request appears under a pseudonym. Entries cannot be changed and are deleted automatically after 365 days. Viewing the tab also requires the "Can download reports and files" permission (Analyst and Administrator).

## Audit report

The period report to be presented to auditors or your legal team. Creating a report requires the "Can download reports and files" permission. On this screen you create a new report and download earlier ones again. The history of a single review is not on this screen but in the review's own detail panel ([History of one review](#history-of-one-review)); the **Go to All reviews →** link in the screen description opens the review list.

The **Create a report** wizard has three steps: **Period and scope** (last month, this quarter, this year or specific dates) → **Preview** → **Download**. In the **Scope** field you choose **All channels**, a single channel or all channels of a market; if a channel is selected in the top bar, the wizard opens with that channel. To give separate legal teams separate reports, generate each channel's report on its own. While a channel is selected, the list of earlier reports shows only that channel's reports. In the preview's **Removed reviews** and **Reviews hidden for now** lists, clicking a review ID opens the review's detail panel.

The report contains the following information:

- Totals: all reviews and those published, rejected, rejected for lack of proof, removed, hidden and awaiting approval.
- The rejection rate by star level and your brand's warning limit.
- The distribution of rejection reasons.
- The methods by which proof of purchase was obtained.
- Removed and hidden reviews: the person who acted, the time and the reason.
- Publishing method changes.
- The market rules versions applied during the period.
- The average decision time.
- The number of rejection notices sent.
- The status of the method statements: for each active channel and language in the report's scope, the market, channel, language, the page that opens, the status and when it was confirmed.
- AI review summaries: every summary version shown on product pages in the period (arrives with v2; currently this section stays empty).

### Formats and verification code

| Format | Use |
|---|---|
| **JSON** | The original file to give an auditor who asks for it; it can be checked for changes. The report's **verification code** is the SHA-256 digest of this file. |
| **CSV** | To move the data into other tools; the sections follow one another and the verification code is in the **Summary** section |
| **Excel** | To read and share; each section is on its own sheet and the verification code is on the **Summary** sheet and in the file properties |

The CSV and Excel files use readable labels. The file's title is "Sayproof audit report"; the sections are named "Summary", "Rejection rate by star", "Rejection reasons", "How purchases were verified", "Removed reviews", "Hidden reviews", "Publishing method changes", "Market rules versions", "Method statements" and "AI review summaries". The summary totals use names such as "Total reviews" and "Removed"; rejection reasons are shown by name instead of code, with the reason code kept in the last column; verification methods, publishing methods and method statement states are written by name as well. Times are shown in local time; market rules versions read like "TR rules, version 3". The verification code belongs to the JSON file only.

An auditor can confirm that the document has not been altered by calculating the SHA-256 digest of the JSON file and comparing it with the verification code in the report. The **Check a file** button on the **Earlier reports** card does the same check for you: when you choose a downloaded original JSON file, the panel calculates its verification code in the browser and compares it with your stored reports; the file itself is not sent from your computer. If the file matches a report, the report's creation date and period are shown ("The file is unchanged: identical to the … report created on …."); if not, you are told that the file was changed afterwards or is a different file. Only the JSON file can be checked; Excel and CSV are for reading.

In the CSV and Excel files, every row of the removed and hidden reviews has an **Open in the panel** column: the link opens the panel with that review's detail open, and it can be clicked in Excel. The JSON file does not carry this column; the verification code belongs to the report content alone.

Every report created is stored in a form that cannot be changed or deleted. The **Earlier reports** list shows each report's **Period**, **Scope** (market and channel), **Created by** and **Created**; a report can be downloaded again in the required format from the **Download** menu on its row. Because a report reflects the status of the reviews at the time it was created, a report produced later for the same period may contain different figures; the document to present to an auditor is the stored copy.

### History of one review

Everything that happened to a single review is shown in time order in the **Review history** card of the review's detail panel. When a complaint or an audit question comes in, find the review on the **All reviews** screen with what you have: the search box looks in the review text, the product name or code, the order number, and the customer's name or email address. Clicking the row opens the detail panel. When you come from outside the panel (the audit report file, a review history file or a link a colleague sent), the **Open in the panel** link opens the review directly; there is no need to copy the review ID.

The **CSV**, **Excel** and **JSON** options in the **Download** menu at the top of the card download the history as a file; the button is shown to roles with the "Can download reports and files" permission. The first part of the file holds the review's details (including the **Open in the panel** link in CSV and Excel) and the second the history. Every download is recorded in the **Activity history** as "Review file downloaded".

Each line of the history gives the date, the time and what happened, in the past tense (for example "Approved", "Published"). Where there is one, the line also shows the reason, who did it (with the user name for moderators and the seller) and the rules in force at the time; the rules version is only written on the line where it changes. The history also shows:

| Record | Shown |
|---|---|
| Seller response | The response being submitted, approved, rejected, hidden, shown again or withdrawn; marked **Seller response**, with the response text on its first line. A response hidden or withdrawn automatically because its review was hidden or removed is recorded too. |
| Customer report | The reason and the customer's note; reports being closed |
| Resolution note | The note being added and its text |
| Automatic check | The check result and the suggested rejection reason |
| Rejection notice | Whether the notice was sent, is queued or could not be sent; its reason, delivery route and result. The email sent through **Ask for a correction** also appears as this record. |
| Author's name and personal details in the text erased | The author's name, and the name and contact details in the review text, erased through a personal data request |

The **Copy link** button under the review text in the detail panel copies a link that opens the panel with this review open. The link opens the panel address; only your brand's users can open it by signing in with their own accounts. A review ID from the audit report file pasted into the **All reviews** search box also finds that review.