Sometimes, a consumer may want to modify their review after submitting it, either because they did not express themselves clearly or because something has changed following your customer service intervention.
To fully understand how a review can be modified by the consumer, it is important to go over the reporting process.
The review is flagged and then rejected
When a review does not comply with our Transparency Charter, in accordance with the requirements of the AFNOR standard (insults, defamation, ongoing disputes, etc.), it can be flagged:
- Once flagged, our moderation teams check the review and the selected reason for reporting.
- If the review is rejected, the consumer is notified by email of the rejection and the reason why.
- They are then invited to edit it to comply with the rules in place.
- After the consumer makes changes, if the review complies with the Transparency Charter, you can publish it. If it still doesn't comply, you can flag it up to 2 more times so the consumer can submit a new version.
Specific reporting reason: "The reviewed company has intervened to resolve the dispute, and the review author wishes to update their review".
Our teams systematically accept reports with this reason: an email will automatically be sent to the consumer, allowing them to modify their review.
The review has been published and the consumer wishes to modify it
You will need to use the following reason: "The reviewed company has intervened in the handling of the dispute, and the review author wishes to update it".
The consumer will then receive an email allowing them to modify their review. However, it is up to the consumer to make the change. If the consumer does not take any action after receiving the email, the review will remain published as is.
The consumer also has two options to modify it
- This is a brand review: the consumer can modify their review directly from your Verified Reviews certificate by clicking on the three small dots associated with their review:
- This is a product review: You must contact the Verified Reviews Care teams. The consumer can also use this form to contact us directly.
A consumer identity verification process will then take place.
A re-rating email will then be sent to the consumer, and the review will go through the usual moderation process.