Business Review Guidelines & Code of Conduct

How verified merchants and enterprise accounts must interact with consumers, resolve customer disputes, and manage reviews.

1. Constructive Public Responses

When responding to consumer reviews or negative complaints, maintain a professional, empathetic tone. Acknowledge customer frustration, state facts objectively, and provide a direct resolution channel (such as a support ticket ID or senior resolution email).

2. Strict Non-Incentivization Rule

It is strictly forbidden under FTC regulations and Complaint-Review policy to:

Offer gift cards, discounts, free goods, or cash in exchange for positive reviews or review removal.
Filter review invitations (review gating) to only invite happy customers while silencing critical customers.
Ask employees, contractors, or agency partners to post reviews for your business.

3. Dispute Flags & Investigation Process

If you believe a review is entirely fabricated or violates our community guidelines (e.g., posted by someone who never transacted with you), you may flag it directly from your Business Dashboard. Our automated and human moderation team will investigate evidence within 48 hours.

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