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Old 11-23-2004, 01:40 PM   #1 (permalink)
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wayside is on a distinguished road
Kids Question about ResellerRatings policies

In a recent rating, I found this quote:

Quote:
Well, for starters Reselleratings submit one's responses to the seller BEFORE it appears on their ratings site. How do I know? Because when I posted my complaint about Newegg and edited it, on both occasions Newegg contacted me before the posting appeared. So now you know another reason for the 48 hour delay before your post appears. It is to give the seller time to respond to any criticisms.
Is this true?

I found nothing in the terms of use or any of the FAQs that address this, so I would like to get an official response from the powers that be.

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Old 11-23-2004, 02:38 PM   #2 (permalink)
Lara RR
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Hello,

Merchants that participate in our Premium Edge program receive 48 hours to preview reviews before the reviews appear live. This is to give merchants a chance to let us know about reviews that violate our policies as well as to contact customers to help resolve any complaints.

No merchant can do anything to keep a review from going live if the review complies with our policies:
http://www.resellerratings.com/terms.pl
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Old 11-23-2004, 06:22 PM   #3 (permalink)
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Can a merchant delete reviews once they are posted to ResellerRatings?

I wrote a review for DV Century that had been available for at least a month after posting. However, looking back on my review history, it is not there anymore. It was not inflamatory or in any way violate the posting rules.

It hardly seems conducive to the purpose of this site if a merchant can simply remove unfavorable reviews.
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Old 11-24-2004, 06:12 AM   #4 (permalink)
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Quote:
This is to give merchants a chance to let us know about reviews that violate our policies
You are letting the *merchants* police the reviews on RR?

Talk about the fox guarding the hen house...

Am I the only one who feels this significantly compromises the integrity of the reviews posted on this site? As a matter of site policy, companies are given a chance to squelch bad reviews based on technicalities in conforming to site policy, or to outright bribe their way out of a bad review!

> (3) All Enthusiast, Inc. is presented with a settlement agreement, resolving a dispute between the poster and any third party(ies) complaining about the posting, mandating that the posting be removed;

I can see the conversation now, "we'll refund your money sir but only if you agree to remove your bad review from RR".

> (7) The posting contains personal identifying information such as names of individuals

So a review gets squashed if you name the CS jerk who gave you hard time.

> (14) The posting contains references, such as names or domain names, to any other companies besides the company that is the subject of the posting.

So a company can get a review suppressed if the reviewer lists the site where they found a better price or got better service.

Etc, etc, etc.

After having a review kicked back for modifications several times, with a 48 hour turnaround time each pass, how many people just give up and don't bother?

It's too bad; I've found RR useful in the past, but now I have to wonder if the ratings are truly representative of the company or whether a company has bribed/bullied the squeaky wheels into a higher rating.
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Old 11-24-2004, 11:09 AM   #5 (permalink)
Lara RR
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I'll say it with emphasis this time:

No merchant can do anything to keep a review from going live if the review complies with our policies:
http://www.resellerratings.com/terms.pl

In other words: No legitimate review will be removed providing our policies are met.

In re your points:

> (3) All Enthusiast, Inc. is presented with a settlement agreement, resolving a dispute between the poster and any third party(ies) complaining about the posting, mandating that the posting be removed;

I can see the conversation now, "we'll refund your money sir but only if you agree to remove your bad review from RR".


To the best of my knowledge, All Enthusiast, Inc., has yet to be presented with a legal settlement agreement of this nature.

Your statement directly following appears to be predicated on the ability to predict the future: "I can see the conversation now...".

When you have indeed "seen the conversation...", please forward it to us so we can make a proper evaluation and take action as may be appropriate. We rely on our readers to send us information on any suspect review, or on any merchant violating our policies, and request that you do so.

> (7) The posting contains personal identifying information such as names of individuals

So a review gets squashed if you name the CS jerk who gave you hard time


If alerted to this violation, we'll contact the reviewer to request removal of the individual's name in order to protect the individual from possible harm.

> (14) The posting contains references, such as names or domain names, to any other companies besides the company that is the subject of the posting.

So a company can get a review suppressed if the reviewer lists the site where they found a better price or got better service.


If alerted we'll contact the reviewer to request removal of the competitor name and URL. The exception to this rule is when a merchant has been verified to be operating as, under, or with another store name, or has been verified to be the same legal entity as the other named store, or conducts any portion of a purchase, return, billing, RMA or other customer-based transaction which is relevant to the customer's transaction experience. We do not allow URLs to be posted in any event.

After having a review kicked back for modifications several times, with a 48 hour turnaround time each pass, how many people just give up and don't bother?

If a reviewer reads, understands, and complies with our policies, the number of modifications needed are minimal, or none. Also, customers are free to modify their survey responses and written opinions at any time, or if they have newer purchases they can update their comments and ratings to reflect their latest opinion.

We give merchants no-cost or fee-based tools to ensure a fair reviews process. Other review sites simply remove any objectionable reviews out of a fear of litigation with merchants. We never do this. Legitimate reviews are important for consumers and should remain published, but improper or bogus reviews should not, and we have our formal published policies in place that govern the removal of any reviews to ensure fair and accurate reviews.

Also, while our forums are still subject to our FAQ policies, the General Discussion & Buyer Guidance forum, in particular, enjoys a wider degree of discussion and information sharing than our merchant reviews section.

FrankCastle - We routinely run fraudchecks on all reviews; this process includes removing reviews with missing or invalid invoice numbers. Your review on DV Century was disabled for this reason. Please contact me at Lara @ResellerRatings.com (remove space) to find out how to reactivate your review.

If anyone finds their review not published or removed, please contact us to ask why. Usually it is something simple, like a correctable policy violation, or a failure to activate an account or review.

* I invite everyone to read the following information:
Open Letter to ResellerRatings.com Visitors
Merchant and Consumer/Shopper FAQs

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