For Businesses

3y3anaa is where Ghanaians decide whether to trust you. This guide shows business owners how to claim their profile, verify it, respond to complaints, drive resolution, and steadily build trust.

End-to-end overview

Find your listing → Claim it → Verify phone → (optional) Verify registration → Respond → Resolve → Score rises
       │               │            │                   │                          │          │          │
       │               │            │                   │                          │          │          └─ Trust Score recalculates automatically
       │               │            │                   │                          │          └─ Author confirms "resolved"
       │               │            │                   │                          └─ Reply publicly to complaints
       │               │            │                   └─ Registration number + document (3–5 business days)
       │               │            └─ 6-digit SMS code (15-min expiry, 3 attempts)
       │               └─ 3 steps: your info → role/docs → phone verification
       └─ Search Discover / map for your business name

1. Claim your profile

Find your business in Discover and open it, then choose Claim this business. The claim flow (ClaimBusinessDialog) has three steps:

Your info — contact name, email, phone, and your relationship to the business (Owner / Manager / Authorized Representative).
Role & details — additional context about the business.
Documents — optional proof of ownership: registration document, trade certificate, identity (up to ~10 MB each).

Submitting creates a claim in the pending state and triggers a phone verification code.

A business can be claimed only once. If it’s already claimed, you’ll need to go through support to dispute ownership.

2. Verify your phone

You’ll receive a 6-digit code by SMS. Enter it to verify your phone:

The code expires in 15 minutes.
You get 3 attempts — too many failures rejects the claim.

If you submitted no ownership documents, a phone-verified claim is auto-approved and you immediately own the listing. If you attached documents, the claim moves to verification_required and an admin reviews it for higher-trust verification.

Track every claim’s status in My Claims (/my-claims): pending → verification_required → approved (or rejected, with a reason).

3. Verify Ghana business registration

For maximum trust, request registration verification from your claimed profile: submit your registration number and a document. An admin reviews it within 3–5 business days. Registration is the single biggest verification signal (+5 of the 15 verification points).

⚠️

You can request verification, but you can never set a verified flag yourself. The server blocks any direct write to verification status; flags are set only by the verification cloud functions after a real check.

What verification earns you

Signal	Trust points
Phone verified	+3
Location verified	+3
Ghana registration verified	+5
Claimed	+4

That’s the full Verification Signals component (15% of the Trust Score).

4. Respond to complaints

3y3anaa uses a Reviews = Complaints model: a 1–2★ review is a complaint you’re expected to answer in the open. From your profile, reply to a review and your response is published beneath it for everyone to see.

You can respond once per review (edit via support if needed).
Responding to complaints drives your Business Responsiveness score (20%) — and speed matters: under 24h is full marks, a week or more trends to zero.

Responding does not hide or rewrite the original review. The complaint and your reply stand together as a permanent, transparent record. That transparency is the point — a well-handled complaint builds trust.

5. Drive resolution

After you respond, the review author is asked to confirm whether the issue was resolved or unresolved. Resolved complaints feed your Resolution Track Record score (20%); disputed and unresolved ones cost you. The winning play is to respond fast and actually fix the problem so the customer marks it resolved.

The complaint lifecycle:

pending → responded → in_progress → resolved
                                  └→ unresolved → disputed

6. Build trust over time

Your Trust Score recalculates automatically whenever a review, response, resolution, verification, or claim changes — no manual refresh. To raise it:

Get verified — phone, location, and especially Ghana registration.
Respond quickly to every complaint.
Resolve issues so customers confirm them.
Earn quality reviews — encourage real, verified-experience customers to review honestly (don’t try to manufacture reviews; see below).

⚠️

Don’t game it. Self-reviews (reviewing your own claimed business), paid campaigns, burst posting, and duplicate text are all detected. Self-review is treated as critical severity. Manipulation hurts your score and your credibility — the honest path is the fast path.

Optionally link Google

If your business already has a Google presence, an owner of a claimed business (or an admin) can link a Google Place ID to surface a labelled, reference-only Google rating on your profile. It contributes to the External Signals component but is never merged with your community reviews.

For Reviewers Overview