A retail chain with physical stores now also runs seller storefronts on Trendyol, Hepsiburada, n11 and idefix, Turkey's major online marketplaces, and buyers rate both the seller and the product. Marketplace review tracking brings that feedback, scattered across four seller panels, onto one screen, every day and already classified. This post explains how BranchVoice monitors your marketplace store, how it breaks down product reviews and where coverage stops.
Why marketplace reviews need their own space
A marketplace review tells a different story from a store review. Buyers don't talk about cashiers or queues; they talk about late shipping, careless packaging, sizes that don't fit, returns that drag on, or claims that an item was used or counterfeit. Those issues belong to the e-commerce and operations team, yet the customer experience director wants to see how the brand looks across every channel in one place.
Marketplaces carry two kinds of feedback: seller reviews, where the buyer rates the seller, and product reviews on the product page. BranchVoice keeps them apart, because one describes delivery and service quality while the other describes the product itself.
Adding your store and the daily fetch
On Marketplaces → Stores you add the link to your seller storefront. The profile is read right away: seller score, review count, followers and, where the marketplace shows them, shipping and response times. Seller reviews are then fetched, and from that point the system collects new ones every day. If a buyer edits a review, the text or rating is updated and analysed again; seller replies are attached to the right review. The store rating is saved as a daily snapshot, so you can follow how it moves over time.
Product reviews are optional and off by default. When you turn them on, your catalogue is read in "most reviewed" order and the number of products you choose (20, 50, 200 or all) goes into tracking. The catalogue refreshes weekly; a product that drops off the list leaves tracking but keeps the reviews already collected. The add form shows an estimated credit cost and your remaining credits, and you can pick "fetch only" or "fetch and analyse".
What AI asks about each review
Marketplace reviews go through their own analysis groups. For seller reviews, AI flags the issue type, the praised aspect, whether a reply is needed, whether the buyer would buy again, whether there is a return request and whether the item is claimed to be used or counterfeit. For product reviews it asks about the issue type, size and fit, the praised aspect and whether the buyer recommends the product. Every review also gets a sentiment score.
To add your own questions, define a "Store" or "Product" group under Analysis Groups → Marketplace; a new question can be applied to existing reviews as well. The mechanics are covered in analysis groups and topic taxonomy, and the general approach in AI review classification. Star-only reviews with no text are not sent for analysis.
Overview, Products and price comparison
Marketplaces → Overview opens with six indicators. Each one carries a badge saying whether the value is the marketplace's own figure (Platform) or calculated from the reviews BranchVoice collected (Calculated), so the rating the marketplace displays never gets mixed up with your period rating. Below sit the review stream, star distribution, a store table, issue types, praised aspects, the tags buyers picked, reviews awaiting a reply and recent negative reviews. An AI summary explains the period in a single paragraph.
The Products page matches the same product's listings on different marketplaces by model code and shows them as one card; you can link listings it missed or unlink a wrong match. A product's analysis page shows all marketplaces together or one at a time: monthly trend, star and sentiment distribution, every question from your product analysis groups, a size and variant table and highlighted reviews. The weekly catalogue read also records prices, so you get a price history view and a warning whenever prices differ between the marketplaces where a price could be read.
Coverage limits
Not every marketplace exposes the same data. BranchVoice does not hide the gaps; it shows them as coverage notes on the store card and in Overview:
| Marketplace | Seller reviews | Product reviews |
|---|---|---|
| Trendyol | Yes (seller and shipping score, seller reply) | Yes |
| Hepsiburada | No: buyers don't review sellers separately | Yes |
| n11 | Yes (tags chosen by the buyer) | Yes |
| idefix | Yes (shipping score, "I recommend") | Yes |
On Hepsiburada the review feed on a store profile consists of reviews of the products that store sells, so it is collected as product reviews. Hepsiburada store listings show at most 1,800 products, so "all" means that many there. n11 gives review dates as a day only. Product pages list reviews from every seller, so BranchVoice collects only the reviews for your store, while a product's "Platform" rating covers all sellers.
Alerts and reports
Marketplaces has its own Alerts page, with rules for seller reviews and product reviews. For example, the e-commerce team can get an email when a review claims a counterfeit item, or when the number of 1-star seller reviews in a day passes a threshold you set. For rule design, see critical review alerts. PDF, PowerPoint and Excel reports include a marketplace section with platform and calculated values in separate columns; details in automated PDF and Excel reports.
Next steps
Marketplace review tracking lets you run your seller storefronts in the same panel as your physical stores, measured on their own terms. To see it with your own Trendyol, Hepsiburada, n11 or idefix store, request a demo; to try reviews by hand first, browse the free AI tools.