How do I dispute a bad review?

At CitizenShipper, we take feedback seriously and want to ensure that reviews reflect genuine experiences. Our new and improved review dispute process allows reviews that may not accurately represent their experience to be challenged. 

A review may qualify for partial or full removal if it meets any of the following criteria:

• Includes personal or sensitive information, such as phone numbers, addresses, or email addresses.
  
  
• Contains false or misleading claims, or misrepresents the events that occurred.
  
  
• Uses abusive, threatening, discriminatory, or otherwise harmful language.
  
  
• Does not reflect a genuine experience, such as spam or content unrelated to the shipment.
  
  
• Was submitted more than 30 days after the shipment experience, which may impact its relevance.
  
  

How to Dispute a Review

If you're a driver and believe a review on your profile violates our guidelines, please follow the steps below:

1. Submit a Review Dispute

Submit a request through our Review Dispute Form. Be sure to include a clear explanation of your concerns and any supporting details that show why the review may be in violation.The request should be submitted within 30 days of the review being posted. Submission of the dispute form is required for initiating the review evaluation process.

2. Review Content Temporarily Hidden

Once a dispute is submitted, the written content of the review may be manually removed from public view while our team investigates. During this time, a placeholder message will appear indicating the review is currently being evaluated.

The star rating may still be visible until the dispute process is complete. This step is designed to prevent the spread of potentially harmful or inaccurate content while ensuring that all parties are treated fairly during the investigation.

3. Internal Investigation

Our support team will thoroughly review the submitted information and determine whether the review violates our guidelines. We aim to complete this process within 72 hours.

Depending on our findings, the review may be:

• Left unchanged
  
  
• Partially removed, with specific content that violates policy taken out
  
  
• Removed entirely
  
  

All decisions are made at the discretion of CitizenShipper’s moderation team and are based on the quality and relevance of the evidence provided.To ensure fairness, each case is carefully evaluated based on the information and documentation provided during the review process. Once a decision has been made, no further changes or reconsideration will be granted.

At CitizenShipper, our goal is to ensure that all reviews reflect real, respectful interactions. We appreciate your participation in helping us keep our community fair, trustworthy, and transparent. If you have questions about this process, feel free to reach out to our support team at support@citizenshipper.com.

What to read next

For more information on the importance of positive feedback, see our driver rewards article (2-min read).

For broader guidelines, see the Knowledge base section of our Help Center.