In this article, you will learn the following information:
How to submit a complaint about a review?
In the new design for Yandex, 2GIS (URBI) and Google catalogs, the complaint submission process has changed. To do this, click on the Report button. A window will open where you can choose one of the suggested reasons for the complaint or write your own in the field below, you can also select a complaint template. Then click Send.
Attention! It is impossible to file a complaint for reviews without text in the 2GIS (URBI) catalog!
After that, you can track the status of the complaint submission in the lower right corner of the review:
- Complaint sent - the complaint is under review by the catalog. The processing time for the complaint takes up to a week. If it is deemed justified, the review will no longer be displayed on the platform.
- Complaint approved - the review is no longer displayed on the platform.
- Complaint rejected - the catalog rejected the complaint. You can try to appeal the review again. To do this, hover the mouse over the status and click on resend the complaint.
Attention! The 2GIS (URBI) catalog does not send us a response regarding the complaint status. We only receive it once the review has been removed from the directory. If you do not receive a response within 5 working days, you can resubmit the complaint.
For the Yandex and 2GIS (URBI) catalogs, you can submit a complaint again regardless of the status of the previous complaint. To do this, click on the complaint icon.
You can find out the requirements for reviews on 2GIS (URBI), and Google catalogs by following the links:
Auto-appeal of reviews using neural networks
For the catalogs Google, Yandex, and 2GIS (URBI), complaints about reviews can be submitted automatically. The text of all reviews is analyzed by a neural network, which assesses whether the incoming review can be appealed based on four criteria:
- Negativity without specifics
- Rating reduction without justification
- Insults towards employees
- Competitor advertising
While the review is being checked for compliance with the above criteria, the icon Review under verification will be displayed. If the text of the review falls under one of the four criteria, the complaint is sent automatically by the system. After that, the status Auto-complaint sent will be displayed on the review. Standard statuses Complaint approved or Complaint rejected will then be displayed.
