As an online retailer, you’re definitely happy to receive customer reviews, but sometimes there are grounds for submitting a complaint to Trusted Shops - for instance, if a remark is offensive. We have now optimised the process you can use to report reviews. In this article, you will learn everything you need to know about how to proceed.
Fortunately, this doesn’t happen very often, but customers may sometimes express themselves in a way that is abusive in a review for an online shop, or make statements that are demonstrably untrue. In this case, you have the option of reporting the review, so it can be checked by a dedicated team of experts at Trusted Shops.
Reporting reviews in My Trusted Shops
You can report a review in your My Trusted Shops account under “Reviews - Shop reviews - Edit - Report review”. The following window appears when you click on the “Report review” button.
The first step is to select the reason for reporting the review via the drop-down menu. Then, write a short text about why you have reported it, this will make it easier for the team to conduct an audit. Once you have done this, click the blue “report review” button in the bottom right. The window closes as soon as you click this.
After you have sent your report in My Trusted Shops, you will receive an automatic email you can use to submit evidence via the answer function, if required. This might be, for example, a delivery receipt, if the delivery date is disputed. Once the audit has been completed, you will receive an email from us, which will tell you if we were able to disable the review or not.
Please always use the My Trusted Shops system to report reviews. This is the only way to ensure that your review is promptly processed, which cannot be guaranteed over the phone or email.
Reporting a review is warranted for these reasons
From a legal standpoint, there are three reasons for reporting a review: This comment is demonstrably false, offensive, or violates our terms and conditions for use.
The sheer fact that a review is negative is not a justification for reporting it. In this case, we recommend reading our free whitepaper about how to handle negative reviews:
Feel free to email us at email@example.com if you have any feedback or queries.