TABLE OF CONTENTS

Introduction


Feefo provides a review moderation process that allows clients to ensure the quality and appropriateness of reviews displayed on their public-facing pages, such as their Feefo profile. This article will guide you through the steps involved in flagging reviews for moderation and understanding the moderation process.

 

Automatic Profanity Filter


Feefo employs an automatic profanity filter to maintain the integrity and professionalism of public-facing pages. This filter automatically screens reviews for inappropriate content and obscenities, ensuring that such content is not visible to the public. However, you can still access the complete review when logged in to the Feefo Hub. The review moderation feature is a standard offering. This means you can flag a review for moderation, either partially or completely, based on specific requirements.

 

Flagging Reviews for Moderation


To flag a review for moderation, follow these simple steps within the Feefo Hub:

 

  1. Navigate to the "Feedback" section in the left navigation menu.
  2. Locate the specific review that requires moderation.
  3. Click on the "Actions" option for that review.
  4. Select "Flag for Moderation."



You will then be prompted to provide a reason for the request. Once the reason is inserted, submit the request by clicking on the bottom right of the interface. This action will trigger an email to our support team for review.

 

Review Flagging Limit


Each review can be flagged for moderation a maximum of three times. After the third attempt, you will receive a message to contact support@feefo.com for further assistance regarding that particular review.

 

Decision and Notifications

Once a decision regarding the review has been reached, an email notification will be sent to the requester. If a review has been removed, a notification will also be sent to the consumer who left the review, unless the "notify customer" option is unticked.

 

Consumer Email Example: 


 

Merchant Email Example: 


 

Please note that by flagging a review for moderation, it will be removed from public view. It's important to emphasise that this feature is not intended to be used to simply remove reviews. Reviews must adhere to Feefo's moderation guidelines to be eligible for removal.

Conclusion


Feefo's review moderation process empowers you to maintain the quality of your public-facing reviews and ensures that inappropriate content is not visible to the public. This feature is a valuable tool for managing the reputation of your business on Feefo.