How Revi moderates reviews

This page explains where the reviews published on Revi come from, what content is not allowed, how we moderate and how you can report a specific piece of content.

Where do reviews come from?

Most native reviews come from an invitation sent after a recorded purchase or experience. In enabled channels, a one-to-five-star rating is required and the comment is optional. Google copies and imported reviews are identified by source and are not presented as if they originated from a native Revi invitation.

Who may submit a review

A review must be based on the author’s own genuine experience, which the author confirms by accepting the Terms of Use. Revi may request information to verify its authenticity.

Publication and initial checks

Eligible native reviews are published after they are recorded and complete the initial automated checks, usually within moments. The merchant does not review or approve them before publication. Publication does not mean that Revi approves the content, and a later restriction may change its visibility. This rule does not apply to Google copies or imported reviews.

What cannot be published

We do not allow defamatory content or false information, personal data of third parties, hate speech or threats, content intended to deceive or manipulate the platform, intellectual property infringements, child sexual abuse material, spam or covert advertising, or reviews that do not correspond to a genuine experience.

How we moderate

Revi never edits the content of a review: only its author can modify it. We may unpublish it if it breaches our rules or the law, after a verification based on objective criteria. The removal is communicated to the author with reasons, stating the facts, the ground, whether automated means were used and how to request a review.

We use automation to validate formal data, detect duplicates or possible manipulation patterns, calculate deadlines, prioritise reviews and prepare drafts. It does not decide by itself to remove content, determine illegality, resolve an appeal or handle a sensitive exception. Those decisions require effective human involvement, and the communication states whether automated means were used as support.

Every removal, reclassification or restriction of a review is decided by a person. Objective checks—for example, matching against an order or detecting a possible duplicate—may be automated to gather evidence and prepare a recommendation, but they never execute a measure on their own: when an automated result points to a removal, the case is escalated to human review. The reasoned notice to the author states whether automated means were used as support, and every decision is recorded, reasoned and open to review.

How to report content

A flag icon appears next to each review and question. The notice form can be used without creating an account, but no account does not mean anonymous: we request the name, email address and information needed to assess the notice, unless a legal exception applies. We confirm receipt once the notice has been durably recorded and later communicate a reasoned decision with the available review options. Abusive or bad-faith use of the channel may result in proportionate measures against that use.

What if the problem is an entire business?

If you believe a business is misusing Revi as a whole (buying fake reviews, offering incentives in exchange for reviews, impersonation, or only inviting satisfied customers), do not report it review by review: use the business misuse report channel.

Not sure which channel to use?

If you are not sure how to act in your case, start with the guidance page: what happened to you?.

Are you a business?

If you disagree with legitimate criticism, you may reply publicly and, where available, request mediation. The unlawful or rule-breaking content notice channel is free and separate from any paid product. A Google copy may be notified locally to Revi; to act on the original, use Google’s channel. A Revi decision affects only the hosted copy. Imported reviews are not an indivisible block: action on an individual review requires substantiated grounds and a human decision, without selective removal based on rating.

Formal challenge of a review

If you are a store and disagree with a review, you have distinct, non-exclusive paths: replying publicly and, where available, mediating with the customer; the free legal challenge, open to any business regardless of plan (including Google copies and imported reviews), based on a substantiated cause; the product dispute from the panel (a tool of the contracted service), for verified product reviews; and the notification of illegal or rule-breaking content, open to anyone and free. None of these paths hides the review or halts its publication upon mere request. The product dispute requires selecting one of the following pre-defined reasons (closed list). Depending on the reason, you will need to point to the specific fragment of the review or provide a brief reasoned explanation; there is no free-text field that replaces the pre-defined reason:

• Incorrect product: the review does not correspond to the product in the order.
• Not a customer: no verified purchase on record.
• False statement: it contains objectively false facts.
• Prohibited content: insults, personal data or other content against the rules.
• Duplicate review.
• Manipulated review.
• The review does not assess the product (it only refers to delivery or the purchase experience).

A review can be challenged for a limited period from its publication; after that period it is no longer eligible. Availability and the number of product disputes from the panel may vary depending on the contracted plan; the free legal challenge does not depend on the plan. The panel indicates in each case whether a review is eligible and why. The reasoned resolution may keep or remove the review: a legitimate review is not removed over mere disagreement, and removal based on a judgement about content is always decided by a person.

The author has at least 7 days to respond, counted from when delivery of the notice is confirmed or from their first access to the request page, never from the mere sending.

If the author does not respond within seven days from the effective delivery of the notice, silence shall not imply acceptance nor be grounds for removal. The request will be closed with no changes. If the business still considers the review to be misclassified, it may request a reasoned reclassification review, which will be resolved by a person.

A review that only assesses delivery or the purchase experience may be reclassified to the "Delivery and purchase experience" context when the order has no other store review: it remains visible, stops scoring the product and does not score the shop unless the author expressly consents. If a store review already exists for the same order, that single review is kept and the product entry is closed as a duplicate. When a Revi human moderator decides the measure, it is communicated with reasons and allows a free appeal; when the author expressly accepts it, it is not a Revi moderation decision and does not create that appeal.

Issues with a shop

If your problem is with a shop (a paid order not received, for example) rather than a specific review, this is not the right channel: see how Revi handles issues with shops in our incidents process.

Contact

For any question about content moderation you can write to us at [email protected]. This process falls under the notice-and-action obligations of Regulation (EU) 2022/2065 (Digital Services Act).