Understanding Trust Score

Your Trust Score is a measure of your reliability and reputation as a seller on Menon Mobility. A higher score builds buyer confidence, improves your search ranking, and can significantly increase your sales success.

What is Trust Score?

Trust Score is a numerical rating from 0 to 100 that represents your overall credibility and performance as a seller. It's calculated based on multiple factors including your responsiveness, review ratings, profile completeness, and platform activity.

Why Trust Score Exists

Trust Score helps:

• Buyers identify reliable sellers they can trust
• Sellers demonstrate their credibility and professionalism
• The Platform maintain quality standards and buyer protection

Where Trust Score Appears

Your score is visible:

• On your seller profile
• On all your listings
• In search results (as a badge)
• In message threads
• In buyer request responses

Why Trust Score Matters

Business Impact

Benefit	Description
Search Ranking	Higher scores rank better in search results
Buyer Confidence	Buyers prefer sellers with proven track records
Conversion Rate	Higher trust leads to more inquiries becoming sales
Featured Access	Some premium features require minimum scores
Badge Display	Earn visible badges that build instant credibility
Reduced Scrutiny	Established sellers face fewer buyer objections

Trust Score and Sales

Data shows that sellers with high Trust Scores:

• Receive 40% more inquiries
• Have 25% higher conversion rates
• Sell vehicles 30% faster
• Command slightly higher prices

Trust Score Levels

Score Ranges

Level	Score Range	Badge	Typical Seller
New	0-20	None	Just started, limited history
Basic	21-40	Bronze	Some activity, building reputation
Established	41-60	Silver	Consistent performance, good history
Trusted	61-80	Gold	Strong track record, highly reliable
Elite	81-100	Platinum	Top performers, exceptional reputation

Level Benefits

New (0-20):

• Basic platform access
• Standard search placement
• Learning phase

Basic (21-40):

• Bronze badge displayed
• Improved search visibility
• Access to more features

Established (41-60):

• Silver badge displayed
• Better search ranking
• Priority in buyer requests

Trusted (61-80):

• Gold badge displayed
• Premium search placement
• Featured listing discounts
• Higher buyer response rates

Elite (81-100):

• Platinum badge displayed
• Top search positions
• Maximum credibility
• Invited to exclusive programs
• Potential partnership opportunities

How Trust Score is Calculated

Your Trust Score is calculated from five main components, each weighted according to its importance:

Score Components Overview

Component	Weight	What It Measures
Response Quality	25%	How well you handle inquiries
Review Score	25%	Ratings from buyers
Listing Quality	20%	Quality of your listings
Profile Completeness	15%	How complete your profile is
Activity Level	15%	Your engagement with the platform

Component 1: Response Quality (25%)

How you handle buyer inquiries significantly impacts your score.

Factors Measured:

Factor	Impact	Target
Response Rate	High	>90% of messages answered
Response Time	High	<4 hours average
Response Quality	Medium	Helpful, complete answers
Resolution Rate	Medium	>80% inquiries resolved

Scoring:

Response Rate:
- 95-100%: Maximum points
- 90-94%: Good points
- 80-89%: Fair points
- <80%: Minimal points

Response Time:
- <1 hour: Maximum points
- 1-4 hours: Good points
- 4-24 hours: Fair points
- >24 hours: Minimal points

Improve Response Score

Enable notifications, use templates for quick replies, and aim to respond within 4 hours during business hours.

Component 2: Review Score (25%)

Buyer reviews directly influence your trust rating.

Factors Measured:

Factor	Impact	Target
Average Rating	High	4.5+ stars
Number of Reviews	Medium	More is better
Recent Reviews	Medium	Recent positive reviews weight more
Review Responses	Low	Responding to reviews helps

Rating Impact:

5 Stars: Strong positive (+)
4 Stars: Positive (+)
3 Stars: Neutral (no change)
2 Stars: Negative (-)
1 Star: Strong negative (--)

Review Volume:

• First reviews have high impact
• More reviews = more stable score
• Recent reviews weighted more heavily

Build Review Score

Provide excellent service, follow up with satisfied buyers, respond professionally to all reviews (especially negative ones).

Component 3: Listing Quality (20%)

The quality of your listings reflects your professionalism.

Factors Measured:

Factor	Impact	Scoring
Photos	High	12+ high-quality photos: max points
Completeness	High	All specs filled: max points
Accuracy	Medium	No complaints: max points
Description	Medium	Detailed, helpful: bonus
Updates	Low	Regular refreshes: bonus

Quality Indicators:

• Photo count and quality
• Specification completeness
• Description length and detail
• Absence of buyer complaints
• Listing accuracy (matches reality)

Improve Listing Quality

Aim for 12+ photos per listing, fill all specification fields, write detailed descriptions, and keep listings updated.

Component 4: Profile Completeness (15%)

A complete profile signals professionalism and legitimacy.

Profile Elements:

Element	Points	Status
Profile Photo/Logo	+3%	Complete if uploaded
Business Name	+2%	Complete if filled
Business Description	+3%	Complete if 100+ characters
Contact Information	+3%	Complete if phone + email
Business Address	+2%	Complete if full address
Website/Social Links	+2%	Complete if any added

Verification Bonuses:

Verification	Bonus
Email Verified	Required (no bonus, but required)
Phone Verified	+2% bonus
Business Documents	+3% bonus
ID Verified	+2% bonus

Complete Your Profile

Fill in every profile field, add your logo, verify your phone, and upload business documents for maximum points.

Component 5: Activity Level (15%)

Regular engagement shows you're an active, committed seller.

Activity Factors:

Activity	Impact
Login Frequency	Regular logins = higher score
Listing Updates	Active management = bonus
Message Activity	Consistent responses = bonus
Platform Usage	Using features = bonus
Time on Platform	Account age matters

Scoring:

Daily login: Maximum activity points
Weekly login: Good activity points
Monthly login: Fair activity points
Rarely: Minimal activity points

Stay Active

Log in regularly, refresh your listings, respond to messages promptly, and use platform features.

Viewing Your Trust Score

Dashboard Display

Your current Trust Score appears on:

• Dashboard overview (prominent widget)
• Your profile page
• Listing edit pages

Detailed Score Breakdown

1. Go to Dashboard > Trust Score (or click your score)
2. View:
   • Overall score and level
   • Component breakdown
   • Recent changes
   • Improvement suggestions

Score History

Track how your score has changed:

• Weekly trend line
• Monthly comparison
• Event markers (reviews, milestones)
• Score change notifications

Component Details

Click any component to see:

• Current score for that area
• Specific metrics
• How you compare to benchmarks
• Actions to improve

Improving Your Trust Score

Quick Wins (Immediate Impact)

Complete Your Profile

Fill in all profile fields, upload a professional logo, and add contact information. Impact: +5-15 points

Verify Your Account

Complete email, phone, and ID verification. Upload business documents if applicable. Impact: +5-10 points

Improve Listing Photos

Replace low-quality photos with professional images. Add more photos to reach 12+ per listing. Impact: +3-8 points

Fill All Specifications

Complete every specification field on your listings. Impact: +2-5 points

Medium-Term Improvements (1-4 Weeks)

Response Time:

• Enable all notifications
• Use message templates
• Respond within 4 hours
• Impact: +5-15 points over time

Listing Quality:

• Write detailed descriptions
• Keep listings updated
• Remove sold vehicles promptly
• Impact: +3-10 points over time

Activity:

• Log in daily
• Check messages regularly
• Update listings weekly
• Impact: +3-8 points over time

Long-Term Building (1-6 Months)

Reviews:

• Deliver excellent service
• Request feedback from happy buyers
• Respond to all reviews professionally
• Impact: +10-25 points over time

Track Record:

• Consistent, reliable behavior
• No disputes or complaints
• Growing history of successful interactions
• Impact: Score stabilizes at higher level

Score Improvement Roadmap

Week 1: Quick Wins

• Complete profile (100%)
• Verify all accounts
• Improve listing photos

Week 2-4: Response Excellence

• Target <4 hour response time
• Reply to every inquiry
• Use templates for efficiency

Month 2-3: Quality Focus

• Enhance all listing descriptions
• Complete all specifications
• Maintain regular activity

Month 3-6: Reputation Building

• Accumulate positive reviews
• Respond to all reviews
• Build long-term credibility

Reviews

Reviews are crucial to your Trust Score and buyer confidence.

How Reviews Work

After successful interactions, buyers can leave reviews:

1. Buyer receives review invitation
2. They rate experience (1-5 stars)
3. Optional: Write detailed feedback
4. Review appears on your profile
5. Score impacts Trust Score

Review Categories

Buyers rate you on:

• Overall experience
• Communication quality
• Vehicle accuracy
• Professionalism

Requesting Reviews

After successful sales:

1. Thank the buyer
2. Provide any needed follow-up
3. Politely request a review
4. Make it easy (direct link)

Example Request:

Thank you for purchasing the [Vehicle]. I hope it's serving you well!

If you have a moment, I'd appreciate if you could leave a review
of your experience. It helps other buyers and supports my business.

[Review Link]

Best regards,
[Your Name]

Responding to Reviews

Respond to ALL reviews - positive and negative.

For Positive Reviews:

Thank you so much for the kind review, [Name]! It was a pleasure
working with you. Wishing you many safe kilometers with your new
[Vehicle]. Please don't hesitate to reach out if you need anything
in the future.

For Negative Reviews:

Responding to Negative Reviews

Stay calm and professional. Never argue or become defensive.

Thank you for your feedback, [Name]. I'm sorry to hear your
experience didn't meet expectations. [Address specific concerns
briefly]. I take all feedback seriously and am always working to
improve. If you'd like to discuss this further, please reach out
to me directly at [contact].

Disputing Reviews

If a review is false, abusive, or violates guidelines:

1. Click "Report Review" on the review
2. Select reason:
   • False information
   • From non-buyer
   • Abusive language
   • Spam
   • Violates guidelines
3. Provide evidence
4. Submit for review
5. Moderation team investigates

Reviews may be removed if:

• Reviewer never actually interacted with you
• Contains false factual claims (provable)
• Violates platform guidelines
• Contains prohibited content

Trust Badges

Badge Types

Badge	Requirement	Visual
Verified Seller	Email + phone verified	Checkmark
ID Verified	Government ID uploaded	Shield
Business Verified	Business documents verified	Building
Fast Responder	<1 hour average response	Lightning
Top Rated	4.5+ star average (10+ reviews)	Star
Trusted Seller	80+ Trust Score	Gold shield
Elite Seller	90+ Trust Score + criteria	Platinum badge

Earning Badges

Verified Seller:

1. Verify email address
2. Verify phone number
3. Badge awarded automatically

ID Verified:

1. Go to Settings > Verification
2. Upload government ID
3. Verification processed (24-48h)
4. Badge awarded if approved

Business Verified:

1. Go to Settings > Verification
2. Upload business documents:
   • Business registration
   • Tax registration
   • Trade license (if applicable)
3. Verification processed (2-5 days)
4. Badge awarded if approved

Fast Responder:

1. Maintain <1 hour average response time
2. For at least 30 days
3. With minimum 20 messages
4. Badge awarded automatically

Top Rated:

1. Receive 10+ reviews
2. Maintain 4.5+ star average
3. Badge awarded automatically

Trusted/Elite Seller:

1. Achieve required Trust Score
2. Maintain for 30 days
3. Badge awarded automatically

Badge Display

Badges appear on:

• Your seller profile (all badges)
• Your listings (key badges)
• Search results (as icons)
• Message threads

Trust Score Alerts

Score Change Notifications

You're notified when:

• Score increases significantly
• Score decreases
• New level achieved
• Badge earned or lost
• Review received

Improvement Suggestions

The system provides ongoing tips:

• Specific actions to improve
• Estimated impact
• Priority recommendations
• Progress tracking

Risk Alerts

Warning if score might drop:

• Response time increasing
• Negative review received
• Activity declining
• Profile incomplete

Account Verification

Verification Levels

Level	What's Verified	Trust Impact
Basic	Email address	Required
Standard	Email + Phone	+5% score
Enhanced	Email + Phone + ID	+10% score
Business	All above + Business docs	+15% score

Verification Process

Phone Verification:

1. Go to Settings > Verification
2. Click "Verify Phone"
3. Enter phone number
4. Receive SMS code
5. Enter code
6. Verified!

ID Verification:

1. Go to Settings > Verification
2. Click "Verify ID"
3. Select ID type (passport, driver's license, national ID)
4. Upload clear photo of ID
5. Upload selfie holding ID
6. Submit for review
7. Processed in 24-48 hours

Business Verification:

1. Go to Settings > Verification
2. Click "Verify Business"
3. Upload required documents:
   • Business registration certificate
   • Tax registration (VAT/GST)
   • Trade license (if applicable)
   • Proof of address
4. Submit for review
5. Processed in 2-5 business days

Verification Benefits

Beyond Trust Score:

• Verified badges displayed
• Higher buyer confidence
• Access to business features
• Priority support consideration
• Reduced fraud checks

Frequently Asked Questions

How often is my Trust Score updated?

Trust Score updates daily based on your recent activity. Major changes (reviews, verification) reflect within 24 hours.

Can my score go down?

Yes, scores can decrease due to:

• Negative reviews
• Slow response times
• Extended inactivity
• Listing quality issues
• Buyer complaints

How long does it take to build a good score?

Building a strong score (60+) typically takes 3-6 months of consistent, positive activity. Quick wins can boost you to 40+ within weeks.

Does my subscription level affect Trust Score?

Subscription level doesn't directly affect Trust Score. However, premium features may help you improve factors that do affect the score.

What if I disagree with my score?

If you believe your score is incorrect:

1. Review the component breakdown
2. Check for specific issues
3. Contact support with evidence
4. Score can be reviewed manually

Can I hide my Trust Score?

Trust Score is visible to buyers by design - it's a key trust signal. You cannot hide it, but you can improve it!

What happens if my score drops very low?

Very low scores (<20) may result in:

• Reduced search visibility
• Listing review requirements
• Account review
• In extreme cases, restrictions

Focus on the improvement tips to recover.

Related Topics

• Dashboard Overview - See your Trust Score
• Messages & Templates - Improve response score
• Creating Listings - Improve listing quality
• Analytics - Track your performance