As part of the review management, you have the option to flag a review if you believe it should not be published, by selecting the appropriate flagging reason.
Once the review has been flagged, our teams will then be able to refuse the publication of the review (and therefore accept your request) only if the comment matches one of the reasons listed below.
These reasons are those defined by Verified Reviews in its Transparency Charter, and validated by AFNOR Certification under the NF ISO 20488 standard.
It is possible to flag reviews that have already been published. However, please note that after 3 months, only the following 5 flagging reasons will remain available: “the review contains personal data or any information likely to identify its author,” “the review is considered offensive,” “the company reviewed has intervened in resolving the dispute,” “the review author has contacted the company to modify or delete their review,” and “the review cannot be made public due to its sensitive nature and the strict regulations governing it.”
Once you’ve selected a reason during your reporting process, it cannot be modified. We therefore invite you to consult the document below or ask for advice from our Care team.
Rejection reasons for Brand and Product Reviews
To flag a review and select a reason, you must first reply to your consumer. Your response must remain polite and professional: kindly explain why the review cannot be accepted and clearly state what the consumer needs to change so that their review complies with the rules, while staying true to their experience — whether positive or negative. The goal is not to upset the consumer, but to help them publish a compliant review.
The reasons below correspond to those available in your account when flagging a review.
Expand the information related to the reason of your choice to learn more.
Some reasons are specific to a type of review:
Brand or
Product.
Brand Reviews +
Product Reviews:
If the review comment includes insults or swear words, the review will be automatically flagged and then rejected by our system. Our list of offensive words is comprehensive and regularly updated, so you should not need to flag reviews for this reason.
However, you can use this reason if the review contains inappropriate, defamatory, racist elements, or mentions of legal action of any kind. Any review mentioning illegal acts will be refused.
Example: "This is a scam", "I’m thinking of filing a complaint", "This is s***".
Brand Reviews +
Product Reviews:
You have concrete evidence showing that the consumer’s statements are false (tangible elements such as screenshots).
Example: if the user says "I was never delivered" and this is false, you must attach delivery proof to your report.
Brand Reviews +
Product Reviews:
If the review comment contradicts the given rating.
Example: Rating 1/5 "Great, the skirt is beautiful!".
Rating 5/5: "I really hate this brand; the quality is terrible".
Note: 3/5 being an average rating, it is difficult to flag a review with this score using this reason.
For Brand Reviews only:
A review is considered product- or service-related if 100% of the comment concerns the characteristics of the ordered product(s) or service(s).
If the comment even briefly includes an element not directly related to the product/service (e.g., mention of after-sales service, delivery, ordering process, or website), the review must be published in the "brand review" category.
Example:
- A brand review "The shelf is poor quality" can be flagged because it only refers to the product.
- A brand review "The user experience is great, but the shelf is poor quality" cannot be flagged because it mentions the overall brand experience, even though it refers to the product.
Note: the term “service” here applies only to websites offering exclusive services. Complaints about after-sales service or delivery are therefore not product/service reviews.
For Product Reviews only:
- If the review is about the purchasing experience and 100% of the comment concerns services related to the merchant (delivery, customer service, website, etc.), it can be flagged for this reason.
- If an element explicitly or implicitly mentions the product characteristics, even briefly, the review will be published.
Example:
A product review "Honestly, using the website is complicated; I do not recommend it" can be flagged because the product is not mentioned.
A product review "Honestly, using the website is complicated, but I’m very happy with my sofa, which is high quality" cannot be flagged because the product and its quality are mentioned.
Brand Reviews +
Product Reviews:
- If you consider that the comment cannot be understood by the majority of users (typos alone are not a reason to reject).
Example: "Arh tro nul jé pa u tps d'utilizer" can be flagged.
"The product seems low quality" cannot: the comment is understandable despite the typo.
- A too vague review or lacking useful information can also be flagged. The comment must provide enough information for readers to form an opinion. If at least one product characteristic is described to make the review informative, it cannot be flagged.
Example: "Nothing to report" or "OK" can be flagged.
"OK for the quality" cannot: the comment mentions a product characteristic.
Brand Reviews +
Product Reviews:
You can prove that the consumer intends to harm your reputation and leaves multiple negative reviews on other platforms.
The reviewer may be a competitor, former employee, or someone acting maliciously.
Proof that this consumer intends to harm you is required to justify reporting this type of review.
These events are of a specific nature and will be reviewed on a case-by-case basis with our moderation team. Please feel free to contact us about this.
Brand Reviews +
Product Reviews :
If 100% of a review deals with an issue that is not directly attributable to you: the experience described cannot be considered relevant for future buyers.
Note: delivery-related reviews are not necessarily rejectable. Even if you are not directly responsible for delivery, you are responsible for choosing your logistics provider.
Examples:
- "I think e-commerce is cool, but sometimes we are disappointed" is reportable in all cases because the review is unrelated to the rated subject.
- A brand review "The delivery guy threw the package into the bushes" is not reportable, as the consumer talks about their experience with your delivery provider.
- A product review "The delivery guy threw the package into the bushes" is reportable because the comment does not mention the product at all.
- A product review "The delivery guy threw the package into the bushes, but I am still happy with the product’s sturdiness!" is not reportable because the consumer mentions a product characteristic anyway.
Brand Reviews +
Product Reviews :
According to AFNOR and GDPR, reviews must not contain personal data that can identify the consumer or any other person.
- If the consumer signs their review with the same first or last name as the one associated with the order/purchase in store: the review will be automatically flagged by our system.
- Verified Reviews will also detect elements like phone numbers or postal addresses.
However, you can/should also report reviews containing personal information of individuals who are not public figures:
- First name
- Last name
- Phone number
- Postal address
- Email address
- Credit card number
- Social security number
- Bank account number
- Any other information that could lead to identity theft
Example: " Write to me at my address josette@gmail.com I need a response" or "Sophie who works at the Carpentras store on Tuesday mornings is really incompetent, you need to fire her!"
Brand Reviews +
Product Reviews :
If a competitor’s name is mentioned in the review, or the review explicitly encourages buying from a competitor, the consumer will be prompted to submit a new review without this mention.
Brand Reviews +
Product Reviews :
The person clearly indicates in their review that they have never experienced the product/service or cannot yet write a review. To be objective, a consumer must have received/tested the product.
Example: "I have never ordered from your site" or "I don’t know what to say yet, it’s a gift"
If this happens frequently, it may be necessary to better adapt the timing of your product review requests!
Brand Reviews +
Product Reviews :
If a review mentions websites or URLs (https://www.example.com), it will be considered spam and cannot be published.
Brand Reviews +
Product Reviews :
If you intervened to resolve the dispute: use this reason, and the consumer will automatically receive an email asking if they want to modify their review.
- If they do not respond or click no: the review will remain published.
- If they click yes: they will automatically receive a new form to submit a new review.
We always accept this flagging reason without proof: the consumer will necessarily receive the email asking if they want to modify their review. Updating the review depends on their action.
Brand Reviews +
Product Reviews :
We must obtain written proof that the consumer requested to delete or modify their review (e.g., a screenshot). Without proof: the review cannot be rejected.
Product Reviews :
Medical claims: when the review refers to health effects, medical or therapeutic claims ("This product cured my eczema", "This product caused allergies to my baby").
Unproven claims: claims about health effects without scientific proof are considered an implicit health claim, which is prohibited by public health law.
Misuse of product: if the review mentions incorrect use compared to official recommendations ("I take this supplement twice a day", whereas the dosage indicates a single daily intake).
Prohibited terms: if terms related to specific diseases or forbidden medical diagnoses are mentioned ("It worsened my psoriasis").
*This reason only applies to medical devices, medicines, and dietary supplements.