GrabaTable

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Dashboard

Review Moderation

Learn how to moderate reviews, manage inappropriate content, and handle disputes.

Moderation Settings

Configure review moderation:

Navigate to: Global Settings > General Settings > Review Moderation

Options:

  • Auto-publish: All reviews publish immediately
  • Manual approval: Reviews await approval
  • Auto-approve verified: Only verified diners auto-publish
  • Profanity filter: Automatically flag inappropriate language

Screenshot Placeholder: Moderation settings

Approving Reviews

For pending reviews:

  1. Review the content
  2. Check for policy violations
  3. Click "Approve" or "Reject"
  4. If rejecting, provide reason

Screenshot Placeholder: Approve/reject buttons

Approval Criteria

Approve reviews that:

  • Are from verified diners
  • Follow community guidelines
  • Are relevant to the venue
  • Don't contain offensive content
  • Are honest feedback

Rejection Reasons

Reject reviews that:

  • Contain hate speech
  • Include personal attacks
  • Are spam or advertising
  • Are from non-customers
  • Violate privacy

Flagging Reviews

Flag inappropriate reviews:

  • Spam or fake reviews
  • Offensive language
  • Irrelevant content
  • Conflicts of interest
  • Incorrect venue

Flagging Process

Flagged reviews:

  1. Automatically hidden from public
  2. Sent to moderation queue
  3. Reviewed by support team (if needed)
  4. Resolved or removed

Screenshot Placeholder: Flag review

Hiding Reviews

Hide reviews without deleting:

  • Temporarily remove from public view
  • Review remains in system
  • Can be unhidden later
  • Customer not notified

Use Cases

Hide reviews when:

  • Under investigation
  • Pending dispute resolution
  • Addressing seasonal/temporary issues
  • Awaiting additional information
Use hiding instead of deleting to maintain records while resolving disputes.

Review Disputes

Challenging False Reviews

If review is fraudulent:

  1. Click "Report Review"
  2. Select reason:
    • Not a real customer
    • Competitor sabotage
    • Factually incorrect
    • Violates guidelines
  3. Provide evidence
  4. Submit dispute

Screenshot Placeholder: Dispute review form

Supporting Evidence

Include:

  • Reservation records (or lack thereof)
  • Communication history
  • Photos or documentation
  • Witness statements
  • Previous interactions

Support Review Process

Support team reviews and may:

  • Remove review
  • Request more information
  • Contact reviewer
  • Mark as disputed
  • Provide resolution

Resolution Timeline

  • Initial review: Within 24-48 hours
  • Investigation: 3-5 business days
  • Resolution: Varies by complexity
  • Updates: Regular status notifications

Platform Intervention

Reviews removed if they:

  • Are confirmed fake
  • Contain hate speech
  • Violate privacy
  • Are extortion attempts
  • Are from competitors

Automatic Removals

System automatically removes:

  • Reviews with repeated profanity
  • Suspected bot/spam reviews
  • Reviews from banned accounts
  • Duplicate submissions

Manual Review

Support manually reviews:

  • Disputed reviews
  • Flagged content
  • Pattern of suspicious activity
  • Reported violations

Moderation Best Practices

Do's

✓ Review pending reviews promptly ✓ Be consistent with approval criteria ✓ Document rejection reasons ✓ Investigate suspicious patterns ✓ Respond before hiding/removing ✓ Keep records of disputes

Don'ts

✗ Remove negative but legitimate reviews ✗ Only approve positive reviews ✗ Delay moderation decisions ✗ Hide reviews without reason ✗ Ignore fake positive reviews ✗ Be inconsistent with rules

Review Policies

Community Guidelines

Reviews must:

  • Be based on actual experience
  • Be relevant to the venue
  • Respect privacy
  • Avoid offensive language
  • Focus on service, not individuals

Prohibited Content

Not allowed:

  • Hate speech or discrimination
  • Personal information
  • Threats or harassment
  • Spam or advertising
  • Irrelevant content
  • Extortion attempts

Notifications

Moderation Alerts

Receive notifications for:

  • Reviews pending approval
  • Flagged content
  • Dispute submissions
  • Support team decisions
  • Pattern alerts (suspicious activity)

Configure in: Settings > Notifications > Moderation

Screenshot Placeholder: Moderation notification settings

Multi-Venue Moderation

If managing multiple venues:

Centralized Moderation

  • View all pending reviews across venues
  • Apply consistent moderation rules
  • Bulk approve/reject actions
  • Unified dispute management

Venue-Specific Rules

  • Set different auto-publish rules per venue
  • Customize profanity filters
  • Assign venue-specific moderators
  • Track moderation metrics by venue

Reporting and Analytics

Track moderation performance:

  • Pending reviews: Number awaiting approval
  • Approval rate: Percentage approved vs rejected
  • Response time: Average time to moderate
  • Flagged reviews: Number flagged by system/users
  • Disputes: Active and resolved disputes

Screenshot Placeholder: Moderation analytics

Next Steps

Need Help?

If you need assistance with moderation decisions or disputes, contact our support team at [email protected] or via WhatsApp.

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