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Moderation function at reviews

Written by Nizella Nukic
 
Negative reviews are obviously very annoying, especially if they are unjustified. You don't want unjustified reviews to scare off future customers. We are therefore happy to help you moderate these unjustified reviews. You can read exactly how this works below.

Request moderation in case of a negative review

We have previously written about the importance of reviewswhich have been tested for validity. To play an even better role in examining the validity of the reviews posted, we have developed a moderation feature in the WebwinkelKeur Dashboard. So you can easily submit a moderation request from your Dashboard.Note:Although most dissatisfied customers contact the seller first before leaving a (negative) review, they are not required to do so. However, before submitting a moderation request as a merchant, it is important that you have already contacted the merchantthrough the dashboardand with the customer and tried to resolve the issue. Therefore, the option to submit a moderation request only appears if you have responded to a review via your Dashboard. A moderation request is only picked up when the review goes against our terms of use. If you submit a moderation request purely because the customer did not contact you first or does not respond, we cannot process the request. In that case, we will not try to contact them after all.

First try yourself

We ask you to first try to find a solution yourself in consultation with the customer. For example, you can send the customer a message and leave a public comment on the review yourself. You do this by sending your customer a message via the Dashboard. When logged in, click on Reviews > Shop Reviews > Find the review in question > Click on the speech bubble > Now you can share your story with the customer under 'Your Response'. Now you choose the 'Type' of reaction. Here you have 3 choices:
  1. Public with notification to the customer: Your comment will be publicly visible under the review left and the customer who left the review will receive an email that you posted a comment.
  2. Public without notification to customer: Your comment will be publicly visible under the review left and the customer who left the review will not receive a notification about it.
  3. Private notification: Your customer who left the review will receive a private email containing your response and a link to edit their review. Note: you do not see the edit link. Only your customer sees it.

Request moderation when a review is not written by a real customer

If you suspect that a review was not written by one of your customers, you should report this to us by requesting a moderation. Again, the person must be contacted before you can submit a moderation request. We will then ask this person for an order confirmation, if we do not receive this or there is no response, we will remove the review.

Can't reach a solution with your customer ?

If you cannot reach a solution or if you do not receive a response from the customer, you can submit a moderation request to us. We will handle it and check the review against ourterms and conditions. You can easily submit a moderation request via your Dashboard. When logged in, click on Reviews > Shop Reviews > Find the review in question > Click on the three dots and 'Request Moderation' > Choose a reason and try to explain to us as clearly as possible why the review is unjustified. .

What do we do ?

    If your moderation request meets the conditions, we will proceed as follows:
  • Because we have to check the review, we will contact the customer on your behalf.
  • By e-mail, we will ask the customer for an explanation and/or proof. In
  • this e-mail we will also send a link to the customer with which the review can be adapted and possibly removed.
  • If the customer does not use this link (within a given period), but our mediation shows that the review is unjustified, we will remove the review.
  • We will keep you informed of the whole process by e-mail
    • .

Handy to know ; )

  • A moderation request cannot be submitted for one-click reviews .
  • For Product Reviews you can also submit a moderation request.
  • A moderation request cannot be submitted to us by email, in that case we refer you to your Dashboard and the above steps.
  • A moderation request can be submitted within 2 weeks after the review was left. Once these 2 weeks have passed it is unfortunately no longer possible to submit a moderation request.
  • When a review invitation has been sent to a customer, the customer can leave a review up to one year after the invitation. After one year, the invitation will be removed.