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Flagged Brand Reviews

Description

This card reviews how to handle tickets when brands flag their retailer reviews for removal.

Issue Topic

Brand::Manage Shop::Customer reviews::Dispute a review

As of 11/06, all flagged brand review tickets are to be owned by the Shared Services team. Please triage all tickets over to CXSS by taking the following steps:

  1. If a Chat ticket: follow the initial Chat Steps of Service to inquire if the brand has any questions beyond their brand review inquiry
  2. Send either hand-off macro:
    1. Chat: CHAT::BRAND::My Shop::Brand review inquiry - triage to CXSS
    2. Email: EMAIL::BRAND::My Shop::Brand review inquiry - triage to CXSS
  3. Changing the assignee to the Brand Reviews group on the ticket and submitting it as OPEN.

Policy

Faire Policy

  • Review violations: Publicly posted reviews of brands cannot contain the following information. Reviews in violation of these policies will be subject to removal by CX
    • Contain advertising or spam
    • Include explicit, harassing, or discriminatory content
    • Be obtained or influenced through coercion
    • Contain feedback that is not specific to the brand or within their control on Faire (for example, a review of the Faire platform, or the shipping carrier)
    • Contain feedback about their negative experience when another process should have been followed (i.e. instead of reporting a missing/damaged order, the review discusses the order issues)
    • Reveal private information of a brand or retailer
    • Undermine the integrity of Faire’s review system, including inappropriate usage of reviews
    • Falsely inflate a brand's review score:
      • Having a friend or a family member leave a biased, inauthentic, or untruthful positive review
      • Compensating a third party to leave a biased, inauthentic, or untruthful positive review
  • Reviews will be publicly published 2 business days (48 hours) after they’re written: Retailers’ posted reviews remain private for the first 48 hours. This allows brands time to flag the review if necessary before it is publicly published to their shop page.
    • If a brand flags within the first 48 hours, it will stay private until the review is actioned on by CX
  • Brands can flag reviews at any time: There is no cut off date and/or time for flagging a review once it has been publicly published
  • Encourage Brands to publicly respond when review is approved: When CX “approves a review” this means that it will be kept up on the brand’s faire page. Brands will receive an automated email informing them that their request for the removal has been rejected.
    • Brand review dispute: If the brand responds to the automated email, it will come through as a new ticket on Zendesk. The ticket is not automatically assigned to the Agent who initially approved the review. The agent who approved the review should be the one to respond back to the brand’s new ticket
  • Removed Reviews due to breach of Faire Review Policy: When CX removes a review (it violates the Faire Review policies), the brand will get an automated “review removed” email 8-10 minutes after the Remove command is clicked and comments have been added to explain the decision
    • The time lapse will allow CX to revise their decision quickly if needed

Process - Only to be followed by CX Shared Services. Do not action on flagged brand reviews.

  1. Brands can flag any reviews they want removed from the My Shop > Reviews section of their portal by clicking the “Flag for removal” button under the review
    Screenshot 2024-12-16 at 2.32.41 PM.png


  2. Once they have submitted their flag, the flagged request comes through as a Zendesk ticket, titled “Flagged maker review” into the Brand/Retailer P0 Speciality queue for CX to review.
    1. Review Link: The ticket will contain a link to the review
  3. Click on the review link in the zd ticket. This will lead to the Reviews section on the brand’s Admin account


  4. Review our review violation policy (listed below) to determine if the review should be kept or if it should be removed due to violation
    1. Review violations: Publicly posted reviews of brands cannot contain the following information. Reviews in violation of these policies will be subject to removal by CX
      1. Contain advertising or spam
      2. Include explicit, harassing, or discriminatory content
      3. Be obtained or influenced through coercion
      4. Contain feedback that is not specific to the brand or within their control on Faire (for example, a review of the Faire platform, or the shipping carrier)
      5. Contain feedback about their negative experience when another process should have been followed (i.e. instead of reporting a missing/damaged order, the review discusses the order issues)
      6. Reveal private information of a brand or retailer
      7. Undermine the integrity of Faire’s review system, including inappropriate usage of reviews
      8. Falsely inflate a brand's review score:
        1. Having a friend or a family member leave a biased, inauthentic, or untruthful positive review
        2. Compensating a third party to leave a biased, inauthentic, or untruthful positive review
    2. Keep > Review does not violate our policy.
      1. Proceed to step 5
    3. Remove > Review does violate one or more of the points listed in our policy.
      1. Jump to step 6
  5. Keep > Click “Keep review”
    1. A popup modal will appear to “Approve Review”. Check the box labeled "Send automated rejection email"
    2. In the Comments box, leave a link to the Zendesk ticket and a brief description of why the review is approved to stay on the brand's profile (list the reason it does not violate Faire’s review policies).
    3. Click OK
      1. This will notify the brand via email that their review was not able to be removed. Comments are internal and not included in the rejection email.
    4. Solve ticket
      1. Take a screenshot of the Brand Review section on Admin and leave it as an internal note on the ticket. The note will show the action taken with the comments left (i.e. approved + any additional comments)
    5. The rejection email will be titled “Review Updated”.
      1. The template of the email is MAKER_FLAGGED_REVIEW_APPROVED
    6. If the brand responds to the email, it will come through as a new ticket on Zendesk.
      1. Brand review dispute: If the brand responds to the automated email, it will come through as a new ticket on Zendesk. The ticket is not automatically assigned to the Agent who initially approved the review. The agent who approved the review should be the one to respond back to the brand’s new ticket
        1. Respond to ticket using macro: EMAIL::BRAND::Customer reviews::Flagged review rejected
        2. Solve ticket
  6. Remove > Click “Remove Review”
    1. A popup modal will appear to “Remove Review”
    2. In the comment box, leave a link to the ZD ticket. Click OK
    3. The brand will get an automated “review removed” email 8-10 minutes after the Remove command is clicked and comments have been added to explain the decision
      1. Removed Reviews due to breach of Faire Review Policy: When CX removes a review (it violates the Faire Review policies), the brand will get an automated “review removed” email 8-10 minutes after the Remove command is clicked and comments have been added to explain the decision
        1. The time lapse will allow CX to revise their decision quickly if needed
      2. To edit your decision (if needed), click on the Edit Approval button on the review page
    4. Take a screenshot of the Brand Review section on Admin
      1. Leave it as an internal note on the ticket. The note will show the action taken with the comments left (i.e. removed + any additional comments)

    5. Solve ticket

Macros

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