Concepts

Short explanations of these concepts are also available in the panel: clicking the ⓘ button next to headings, table columns, filters and summary tiles opens a short text that explains the concept in plain language.

Brand and region

In Sayproof each customer is set up as a brand. The data of different brands is kept apart. All brands sign in to the panel at the same address; the account that signs in decides which brand opens. A user belongs to exactly one brand and sees all of that brand’s channels (Panel address).

Each brand belongs to a region, and its data is stored on servers in that region (Türkiye or the European Union). A brand that wants to operate in both regions is set up separately in each region, each with its own panel address. For details, see Protecting personal data.

Channel and market

A channel is a point of sale under a brand where reviews are collected and shown, for example your Turkish website, your mobile app, your site in another country, or a site on another domain where you sell under another name. The market determines which country’s rules the channel is subject to.

• Reviews from a brand’s channels in the same market are shown together and counted in a single average. If two of your brand’s sites are in the same market, the same product’s reviews appear on both sites.
• Reviews from different markets are never mixed; each market’s average is calculated separately.
• The identity customers see lives on the channel: the channel’s Name shown to customers, sender email address and support page are entered in the Edit the channel form; that channel’s invitation emails go out with these details (Editing a channel).
• By default a brand can have up to 3 open channels (Channel allowance); for more, another channel is requested from the panel (Channel allowance).
• If your brand has more than one active channel, the panel’s top bar has a Channel selector; its first option is All channels. The choice is kept in the page address: each browser tab stays on its own channel and the choice is kept as you move between screens. The Overview, Statistics, Awaiting approval, All reviews, Questions, Invitations, Message log and Connection log screens are filtered by the selected channel, together with their counters, and the Awaiting approval number in the menu counts the selected channel too, so you see each site’s numbers separately. Store appearance and Integration open with the selected channel; Audit report starts a new report with the selected channel and lists only that channel’s earlier reports; Email templates shows the templates used on that channel and opens a new template with it; Market rules shows that channel’s market, the rules in force and its method statements. Other screens apply to the whole brand; while a channel is selected, they show a note saying why (for example on Risky words: “This screen is not filtered by the selected channel: the risky word lists apply the same way to reviews on all your channels.”).

Market rules

Each market has its own review rules, which are kept as versions:

Rule	Türkiye	European Union
Proof of purchase requirement	Yes	No (reviews with proof are marked)
Time allowed to write a review	90 days from delivery	90 days from delivery
Sort options offered	Date, rating, with seller response	Date, rating, with seller response, most helpful
Default sort order	Date	Date

Market rules start from the rules Sayproof prepares in line with the regulation. Your administrator can open a version that belongs to your brand for a market or a single channel; legal requirements (proof of purchase in Türkiye) cannot be turned off, and sort options are chosen from Sayproof’s list. Each review is stored together with the rules version in force on the date it was written. Even if the rules change later, it is known under which rules the review was published. For details, see Market rules and method statement.

Proof of purchase

The record showing which line of which order a review is based on. A review without proof does not show the “Verified buyer” mark; in the Türkiye market, a review without proof cannot be published. For a review imported from a marketplace, the proof is the marketplace’s buyer marking; it is kept with the source’s review number and link, and the review shows a source label instead of “Verified buyer” (Marketplace reviews).

To write a review, the order must be paid, the line must be delivered and the time allowed to write must not have expired. One review can be written for each order line. If the line was cancelled or returned, the customer can review their experience up to that point through a shopping experience invitation; this review also carries proof tied to the order.

Product code and product group

A product code identifies a single item offered for sale (a variant), for example size 38 of a shoe. A product group brings together the variants of the same product. Reviews can be shown at variant or group level. The product code used on the page must be exactly the same as the code sent in the order transfer.

Invitation

The review invitation sent to the customer for a delivered product. The link in the invitation is only valid for the products of that order. The invitation is a service email: because it carries no promotional content, no separate marketing consent is required from the customer. For cancelled or returned lines, a shopping experience invitation is sent instead of a product invitation.

Publishing method

Determines whether reviews go through moderator approval: Manual, Automatic or Hybrid. It can be chosen separately per market and channel; it cannot be tied to the rating.

Automatic checks

The checks applied to every review: personal information, profanity, health claims, catalogue match, repeated text and bursts, fake review suspicion. The checks do not reject a review; where necessary they suggest a rejection reason or leave the review for approval.

Rejection reason

For every rejected review, a reason is chosen from a fixed list and communicated to the customer. The list contains no reason such as “negative” or “low rating”.

Method statement

The page explaining how the reviews on your site are collected, verified and published, how the average is calculated and how sorting works. Sayproof generates a separate statement for each channel and language automatically from that channel’s rules and publishing method; the review section links to this page.

Rating topics

Additional questions asked alongside the overall rating, for example “Size: small – true to size – large” or “Comfort: 1–5 stars”. A separate topic list can be assigned to each product type.

Seller reply and resolution note

A seller reply is the brand’s reply to a published review; on the site it is headed “Seller response”. A resolution note is a record, shown together with the review, stating that the customer’s problem has been resolved; on the site it is headed “Resolution”. Both appear on the site together with the review.

Roles and the Sayproof team

A panel user’s role can be Moderator, Analyst or Administrator. The Sayproof team is not a user of your brand. Sayproof prepares and updates the predefined word list; brands cannot edit the words on it, but they can switch them off for their own brand and add their own words. You manage your brand’s own versions of the market rules and its rating topic lists; Sayproof provides starting rules in line with the regulation and preset lists. When support is needed, the team can open a time-limited support session with a written reason, which shows in the Activity history. For details, see Users and roles and Sayproof team support access.

Keys

The site key is included in the page’s code and is not secret. The server key is secret and must only be kept on your server; your store’s server uses it to send orders and to prepare reviews together with the page. For teams that want to sign their orders there is also an optional signing password, which is secret too. For details, see Keys and access.