LL Live chat: Reviews can no longer be modified or removed from Marketplace?
needs info
MillieHarlow Resident
A customer left my product a 1-star review.... After contacting the customer we were able to establish that the Product exists and the issue they encountered is not within my created item and is infact an issue from the Mesh body dev kit with the body they were wearing.
they since went to remove the review and found they cannot, after further investigation and chat with the Linden Lab Live Chat bot on the support page, It was established that reviews can no longer be deleted.....
"previously, customers had more flexibility to modify or remove their reviews. However, the current system has implemented stricter guidelines that limit this ability.
Now, reviews can only be removed if they violate specific rules, which means that valid reviews, even if they are negative, will typically remain unless they breach those guidelines. "
Here is the problem if the above policy change is true: if a customer leaves a negative review due to an issue or misunderstanding, and the creator takes the time to fix the problem and provide proper support, the review still remains permanently. This results in a situation where the review does not reflect the final outcome, only the initial frustration of the buyer. That is unfair for both the creator and the customer, because the review no longer represents the actual product or service experience.
Previously, customers had the freedom to update their reviews to reflect a resolution, which was logical and fair. Now, the system actively prevents fairness and accuracy. Reviews should serve as a tool to inform others truthfully, not to permanently punish creators even after they have resolved the issue in good faith.
More importantly, why were these rules even created in the first place, and who thought such a system was a good idea? Instead of improving Marketplace credibility, this change undermines it by locking in outdated or misleading reviews that cannot be corrected.
if this policy is now true and not made up from the live chat bot, I strongly urge Linden Lab to reconsider this policy. Allowing customers to update or remove their reviews after a problem has been solved would ensure that Marketplace feedback is accurate, honest, and actually useful.
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J
Juniper Linden
needs info
So what the livebot told you was incorrect. A customer should be able to remove a review, unless they have been blocked by the owner of the store.
If you can give us more information about the review in question that the customer was not able to review, we can look into it to see if there is a potential bug.
Anwenn Resident
Juniper Linden I have had this EXACT same issue.
A customer purchased an item from me on the marketplace, and due to some delivery error, didn't receive the entire product. While all the components were present in the marketplace delivery folder, they didn't receive some parts.
The customer was livid, feeling lied to about what the product entailed, and left a scathing, negative review that accused me of deceiving them.
I immediately contacted the customer privately, and made sure to hand-deliver every part to them, making sure they had all the parts promised and intended, and that everything worked to their satisfaction.
But they tell me the marketplace website won't allow them to edit their review.. or even remove it.
I've tried flagging the review, and filed a support ticket on both of our behalf, but the Linden representatives refuse to offer any remedy to the situation. The review has completely tanked sales of that product, even though I've done everything to make things right for the customer.
Ticket #2338386
J
Juniper Linden
Anwenn Resident: What is interesting is that we're unable to reproduce this issue, which leads us to believe this might be account specific. If the user who's comment cannot be deleted could reach out to us and file a ticket, we can troubleshoot further as currently we don't have enough data to figure out what exactly is preventing those comments from being deleted.
Anwenn Resident
Juniper Linden It's hard to ask someone, months after the fact "hey, you know that negative review you left on my product, and remember when I helped you and fixed the issue within minutes of posting it, but you told me you couldn't remove the review? Well I asked the lindens to try and help but they refused saying they don't remove negative reviews, now they want you to file your own support ticket, and get in line for 3 months to get told that you should be able to remove it or edit it yourself, only to then have to file a second ticket saying "but I can't".
And how often should I pester them to remind them to follow up with that? To them, I'm going to be an annoying, obnoxious seller who won't just contact the Lindens for them.. meanwhile when they finally DO get the ability to edit the review.. what keeps them from making it worse with "seller wouldn't leave me alone after my negative review, and kept hounding me to contact LL support, DO NOT BUY"
Please help. I'm not interested in the details of helping Linden Lab to fix the issues with the marketplace. What I want is this 'undeletable' negative review, removed. I'm not asking for a miracle here, or developer time. just push the 'remove' button. Or let me delete the listing and relist the product. Please.
J
Juniper Linden
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