How to handle a negative review without making it worse

Classify the issue before trying to remove it

A negative review is not automatically unlawful or against platform policy. A disappointing experience, even when disputed, may still be a legitimate expression of opinion.

Preserve the URL, date, content and available internal records. Then classify the case as genuine dissatisfaction, a possible mix-up, suspicious content or a clear policy breach.

Reply when the review describes an experience

A useful response recognises the concern without confirming an unverified claim. It avoids accusations and offers a direct channel for checking the case.

• Thank the person for the feedback, even when it is difficult.
• Explain that the situation is being checked or has been reviewed.
• Address the central issue without revealing private information.
• Offer a specific and measurable next step.

Report only a real policy breach

Platforms define specific grounds such as conflicts of interest, off-topic content, harassment, personal information or fake engagement. Disagreement with a rating is not enough.

A reasoned report should identify the relevant rule and provide the available facts. Good Opinion can organise the evidence but cannot guarantee the platform’s decision.

Know when a more formal case file is needed

For threats, impersonation, serious allegations or a coordinated campaign, preserve evidence over time and seek qualified legal support. Administrative preparation can organise the facts and documents but does not replace legal advice or representation.