For brands: Which content should you report?

We have a dedicated Moderation Team at ProductReview.com.au, as well as a state-of-the-art system that allows us to proactively analyse and filter reviews. However, we always welcome and are greatly appreciative of community input, both from our reviewers and Brand Managers alike. This is what makes ProductReview.com.au such a great source of genuine and trustworthy consumer opinions.

If you see content that is inconsistent with ProductReview.com.au’s Terms of Use and Posting Guidelines, please report it by clicking 'More' at the bottom of the post and then 'Report'.

Content you should report: 

• The review contains personal details.
  This includes names of employees, the reviewer's full name, email addresses and postal details.
• The review contains personal attacks, swearing, and vilifying comments.
  Reviews that contain personal attacks against staff and other reviewers should be reported. Reviews that contain offensive language and comments that can be considered vilifying should also be reported.
• The review has been published on the wrong product or service page.
  If the review has been posted on the wrong listing page, our internal Content Team can move it to the correct listing.
• The reviewer did not use the service or product.
  Products: The reviewer did not use the product they are reviewing.
  Services: If the reviewer did not use the service at all. Please note that the review may still be deemed valid if the reviewer has used a part of the service, that is, the reviewer has experienced the pre-sale aspects of a service. A review may still be deemed valid if the review has been submitted on behalf of someone that does not have the ability to submit a review (for instance a child submitting a review on behalf of their elderly parent).
• A number of reviews that are overly positive or contain ‘marketing speak'.
  If it feels like there is a strange pattern of positive reviews, report this so our Moderation Team can look into this further.
• The reviewer is affiliated with the listing.
  If it's obvious from the content that the reviewer is somehow affiliated with the company or product, please report this.

Content you should not report:

• Content claiming that a member’s username does not match up with a name listed in your customer database.
  A number of our genuine reviewers choose to use non-identifying nicknames, which does not mean that they are not genuine customers.
• The reviewer is not being factually accurate or has stated several mistruths in their review.
  ProductReview.com.au cannot act as a finder of facts and as such does not arbitrate or referee factual disputes. We recommend responding to the review stating a correction of the facts.
• A reviewer has only submitted one review.
  This is not an uncommon pattern with reviewers and does not constitute sufficient evidence that a review is fake.
• The reviewer has not responded.
  Some customers choose not to respond to Brand Managers. This can happen for a number of valid reasons and does not mean that the reviewer is not a genuine customer. However, a well-written response shows that you are proactive in finding a solution. In many cases, a good response to a negative review promotes consumer trust more than positive reviews and is great for your brand's image.