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Subject Topic: What if I receive a bad feedback rating?
  Merchant FAQ
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Posted: Sep-17-2003 at 12:47pm | IP Logged
PCB Webmaster
PCB Webmaster

Posts: 1098
What if I receive a bad feedback rating?

As hard as you might try, you will not please every customer. Your community standing should not be significantly affected if you receive one negative review amongst many other positive feedback ratings.

That's why it is so important to actively encourage your satisfied customers to vote for you as often as possible.

Can a bad Feedback Rating be removed?
Yes it can. You may contact the customer who left the feedback directly by clicking on his username next to the feedback. The customer has the ability to change or remove any feedback rating he has left at any time. Since you can usually get farther with honey than with vinegar, we usually recommend that you contact the customer to see what can be done to resolve the issue.

If your efforts with the customer fail, we can remove a feedback rating if it is reported to us and considered to be defamatory (a false or misleading statement with intent to cause harm). understands the effect defamation can have on a business and we provide a mechanism for you to challenge any feedback comment on that would be considered defamatory by the courts.

How do I challenge a statement as defamatory?
As a matter of practice, we must always encourage Merchants to contact their customers to settle disputes directly.   You may contact the author on the site directly by clicking on the UserID next to his comment and sending him a private message. The author has the ability to change or remove his/her own comments.

In order for us to challenge this comment as defamatory, we will need your sworn affidavit (see below) that the author's statement was false and misleading. Since only acts as a Communications Network Provider, we do not have any reference point of knowing what is true or untrue in disputes between merchants and their customers.    

(You will need the Adobe Acrobat reader available free at



Once we receive your sworn affidavit, a copy of your affidavit may be sent to the author and the author will have 10 days to provide an "Affidavit of Truth" or the statement will be removed.   If an Affidavit of Truth is supplied from the author, we will send you a copy upon request which will include the Author's identification, and you may legally pursue the author directly for defamation if you still maintain that the posting is false and misleading.   

Once your Affidavit of Defamation is received, the statement will be withheld from public view until an Affidavit of Truth is received from the Author, or it is permanently deleted.

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