Appeal a decision
If we removed your review, or declined to remove one you reported, you can challenge it. Appeals go to a different, more senior moderator than the one who decided originally.
How to appeal
- 1
Open the review
Go to your account, find the review, and use “Appeal this decision”. The decision and the rationale you were sent are attached automatically.
- 2
Say what we got wrong
Address the clause we cited. “It was a genuine experience and here is the order number” carries weight; “this is unfair” does not give a moderator anything to check.
- 3
A second moderator reviews it
Someone who did not make the original decision, looking at the same evidence plus whatever you added.
- 4
You get the outcome and the reasoning
Upheld or overturned, with an explanation. Overturned appeals are counted in our quarterly report.
If you are a business
You dispute rather than appeal, from your dashboard. A dispute goes to a moderator with whatever private evidence you attach — order records, correspondence, delivery notes. The review stays published while they look at it. Disputing a review for being critical is a breach of the business terms, and we record when it happens.
What we will not do
- Remove a review because it is negative, or because it is damaging.
- Remove a review because a business threatened us, or threatened the reviewer.
- Decide who is telling the truth when both accounts are plausible — the public reply exists for that.
See the grounds we actually apply in moderation and appeals.