TABLE OF CONTENTS
Introduction
At Feefo, genuine and honest reviews from real customers are at the heart of everything we do. We publish 100% of all customer reviews that our merchants receive, unless they violate one of our ‘grounds for removal’.
When a consumer leaves a review that claims, without evidence, illegal or fraudulent behaviour, i.e. that a business or consumer is engaged in dangerous practices, is a liar, scam, or selling fake goods or services. This list is not definitive and could include where actual court action or litigation is referred to within the content. We would also remove comments where a transaction was not accepted because of a fraud check - in this instance, the merchant would need to provide evidence would need to be provided by the merchant.
If the content contains dangerous information not related to the intended usage of the product or service, then we will reject it. For example, if a reviewer recommends modifying, customising, or adapting a product in a way that creates a safety concern, the review in question will be removed.
There is an automatic profanity filter applied to public facing pages however, you will see the full review when you log into the hub.
What we will remove
For example, we may remove a review if it contains any of the following:
Guideline |
Meaning |
|---|---|
Litigious of safety comments |
When a consumer leaves a review that claims, without evidence, illegal or fraudulent behaviour. |
Swearing or inappropriate language |
We believe that swearing and sexually explicit content is unnecessary and inappropriate in review content. |
Irrelevant content |
Content will be removed if it is entirely unrelated to the transaction in question or about the wrong company or product. |
Inappropriate media content |
Where user-generated content, such as videos or images, contains nudity, or visible words or representations that fall into any of the other criteria for removal. |
Requested by the content owner |
We will remove the review in question if an author has specifically requested that their content be removed from public view, and direct evidence can be provided for the request. |
Personal information |
Where specific individuals are named, or any personally identifiable details left, including (but not limited to) phone numbers, vehicle registration numbers, order reference numbers, email, postal addresses, or bank details. |
Spam, advertising, or marketing |
If the content is illegible, contains a series of random or unreadable characters, is spam, or contains URLs, it will be removed. |
False content |
We do not want reviews content to create confusion about a key product or service feature that will reasonably cause most readers to form an incorrect overall opinion about the product or service. |
Competitor or pricing comments |
Any comments intentionally trying to direct customers to a direct competitor website to leave a review will be removed. |
Reviews left in the wrong section of the feedback form |
his includes a service review left in the product section and vice versa. |
Incorrect uploads |
Content relating to any incorrectly uploaded sales data will be removed, and advice will be given on correctly uploading again. |
Reviews not in the desired language |
In some cases, we will remove content that is not in the desired language of the client. |
Items not received - Product |
A consumer has not yet received their item but did leave an experience-based service review unless they are proven to have received the item in question prior to the review being left. |
A score that does not match the comment |
We want content and scores to be helpful and transparent for consumers and companies and correctly reflect consumers' experiences—reviews where the star ratings left by the reviewer doesn't match the comments left in the review. |
Incentivised content |
Where the reviewer has been offered a benefit—such as money, commissions, discounts, vouchers, free products, complimentary stays, event invitations, or favourable loan/lease terms—in exchange for leaving a review. |
What we won't remove
We also occasionally get asked to remove reviews, which we will never do unless they include anything listed above. For example, we won’t remove:
|
Guildeline |
Description |
|
Breaching terms and conditions |
Content that references something that violates a merchant's terms and conditions (i.e. about shipping overseas when the merchant does not). |
|
Negative comments |
If a negative review isn't in violation of any of the criteria for removal, it will not be removed. |
|
Negative reviews and opinions |
Even if the merchant has satisfactorily resolved the issue in the original review, the negative sentiment or opinion expressed in the original review will not be removed unless specifically requested by the reviewer. |
|
Spelling errors |
Content that includes spelling or punctuation errors. |
|
'Unfair' reviews |
Content that represents the legitimate opinion of the consumer but is viewed as 'unfair' by the business, unless they meet other criteria for removal, will not be removed |
|
Cancelled orders |
Once a transaction has occurred, a consumer will be able to leave feedback based on their experience, even if the order has been cancelled. For example, if a consumer chooses to cancel their order due to the quality of a merchant's customer service. |
|
Competitor reviews |
If a competitor leaves a legitimate review after making a purchase, they are just as entitled to leave a review as any other customer. |
|
Not 'useful' |
When a merchant feels a published review isn't 'useful' or 'beneficial'. |
|
After a refund |
Where a merchant has subsequently refunded the consumer, who has completed their purchase and/or experienced service, they are entitled to leave a review based on their experience. |
|
No warning |
A consumer does not have to complain to the merchant before leaving a negative review. |
|
Item not received – Service |
A consumer has not yet received their item but did leave an experience-based service review unless they are proven to have received the item in question. |
These lists aren’t exhaustive, and you can read a more detailed guide to our review guidelines.
Request Moderation
If you feel that you’ve received some feedback that should be removed, you’ll need to flag the review for moderation. Here’s how you do it from the Feefo Hub:
- Go to the Feedback Tab
- Click on the review, and go to 'actions' > flag for moderation
- Make sure you give as much detail as possible about the situation, and why you believe the review should be removed so that the moderation team can get enough insight and context
- Once your request has been submitted, we may get in touch to ask for more information
If the review is removed, it will then show as ‘failed moderation’ and a record will be made in the change log as to who removed it, when, and why. Once a decision has been made, an email will be sent to the requester to notify them of the decision, and if a review has been removed, a notification will be sent to the consumer to let them know (Unless ‘notify customer’ is unticked).
Each review can be flagged a maximum of 3 times. After a 3rd attempt, a message will appear, letting you know that they need to contact support@feefo.com for further assistance with the review
Flagged Status
A moderation status can be applied manually by Feefo or merchants, or automatically depending on moderation setting applied to the merchant. The moderation_status available are listed below:
- PENDING. The review has been flagged for moderation by Feefo or a merchant. This will notify the Feefo team to review the request and action accordingly.
- REJECTED. The review has not met moderation criteria and has been rejected from public display.
- PUBLISHED. A review is published, and will appear within the Feefo Hub, or publicly if feasible.
- PENDING_AUTOMATED. A review is pending moderation through one of Feefo’s automated moderation options.
- REQUESTED. The review has been flagged for moderation by Feefo or a merchant. This will notify the Feefo team to review the request and action accordingly.