Merchant Terms
Effective October 31, 2026
These Merchant Terms apply to stores that install 2Sides ("you"). They add to the Terms of Service, and the Data Processing Addendum is part of them. Where they differ, these Merchant Terms control for stores.
1. Who can sign up
A business with a Shopify store, selling to customers in the United States, represented by someone authorized to agree on its behalf.
2. What you get
Review requests, a published review widget, your store's side on each review, case files, the dispute process, and the settings in your dashboard.
3. Fair review rules
You agree not to:
- send review requests only to customers you expect to be happy ("review gating");
- offer refunds, discounts or gifts in exchange for a positive review, or for removing or changing one;
- write, buy or arrange fake reviews, including reviews by staff, family or anyone connected to your business;
- threaten or pressure customers over a review.
You may offer an incentive for leaving any honest review only if it is clearly disclosed and doesn't depend on the rating or what the review says. You are responsible for following the FTC's rules on consumer reviews and testimonials.
4. Removing reviews
You may remove a review only if it is clearly false (and you have evidence), fake, harassing, abusive, hateful or obscene, contains someone's private information, or isn't about the product, order or store. You may not remove a review because it's negative. You must pick a reason and explain it; 2Sides keeps that record, and the customer can see the reason. Removing a review is your decision and your responsibility, including under the FTC's rules on consumer reviews. Removing any review turns off your "No reviews removed" badge. Instead of removing, you can respond, add your side, flag a review to 2Sides, or open a dispute.
5. Store's side and case files
Describe what happened in factual terms. Don't label people (for example "scammer" or "liar"); 2Sides may block or edit wording that does. Case files are private to your store. A customer can still ask for the personal information held about them.
6. Evidence
Upload only files you have the right to share. Don't alter evidence. 2Sides records a digital fingerprint of every file, and altering evidence can end your account.
7. Your customers' data
You are responsible for having a lawful basis, and a privacy notice, that covers sharing order information with 2Sides for review requests and disputes. The Data Processing Addendum explains how 2Sides handles that data.
8. Emails sent for you
2Sides sends review requests in your store's name using your branding. Some parts can't be removed: the unsubscribe link, your store's mailing address and the review button. You must provide a valid mailing address for your store, and you are responsible for the content you add.
9. Store policies
Policy checks compare an order with the policy version that was in effect when it was placed. Keep your policies in 2Sides up to date; checks are only as accurate as what's on file.
10. Disputes
You agree to the Dispute Resolution Rules and to accept 2Sides decisions about what is displayed, subject to the one appeal.
11. Fees
2Sides is free during early access. Before any paid plan applies to you, we'll give at least 30 days' notice, and you won't be charged unless you agree to it.
12. Ending
You can uninstall at any time. When you do, your review widget and published reviews stop being shown, and your data is deleted as described in the Data Processing Addendum. Records needed for an open dispute or by law are kept only as long as needed.
13. Suspension
2Sides may suspend or remove a store that breaks these terms, with notice where practical.
14. Shopify
These terms are separate from your agreement with Shopify. Shopify is not responsible for 2Sides.
Questions about this policy? Email info@get2sides.com.