Upon receiving a review with a rating lower than 3, an agent will receive an email notification. This notification will inform the agent of the review and instruct them to initiate contact with the user.
The purpose of this contact is to effectively address and rectify any issues raised in the review. The agent must provide a proof of resolution to the moderation team or proof that the review is inaccurate within 7 days.
Failure to provide substantiating evidence within the prescribed timeframe will result in the publication of the review as initially submitted.