Moderating feedback
Our compliance team use a blend of human moderation and AI technology to maintain and ensure only genuine reviews are collected and published. In this way, we’re able to safeguard your online reputation and protect everyone from unwelcome or offensive content.
We publish 100% of all verified customer reviews, unless they violate one of our strict grounds for removal:
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If you receive a piece of feedback you feel should be removed, we make it easy to flag the review for moderation directly from within your customer dashboard.
Maintaining integrity
Totally transparentWe only remove reviews in exceptional circumstances. Fair and honest feedback is encouraged, because it informs consumers and helps businesses learn. |
A matter of opinionWe don’t remove subjective reviews unless they breach the above terms. Offering a rounded view ultimately builds trust and strengthens customer relationships. |
Resolving issuesCustomers use feedback to raise problems. Publishing their feelings means you can address the situation publicly and constructively for everyone to see. |
An opportunity to improveA negative review isn’t always the end of the story. Acting quickly to turn things around and your customer will often update their feedback to something more positive. |
You can read a more detailed guide to our review guidelines here.
Keeping reviews compliant
Our compliance team uses moderation tools to shield customers from unsavoury material that may appear in feedback such as profanity, racism, and sexually explicit content. When we spot something falls short of accepted standards or doesn’t look right, we quarantine it to help safeguard your online reputation.
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