Our review charter
This charter describes what the platform does, what it refuses to do, and what it makes technically impossible. It draws on the NF Z74-501 and ISO 20488 standards. We claim no certification under them : the process has not been started, and saying otherwise would be exactly the kind of approximation this charter sets out to rule out.
Where reviews come from
A review is born from an invitation sent after an order forwarded by the shop or the till — it then carries the "verified purchase" label —, from an invitation addressed by name by the merchant — "by invitation" —, or from a free submission via a QR code or a link — "open review". Every published review carries whichever of these labels is due to it, fixed at the time of submission.
An open review attests to no purchase: we say so next to it, rather than let it pass for verified. It is only published after its author's email address has been confirmed, and we keep the technical trace of the submission for as long as it stays online, so that we can respond to a dispute.
Reviews carried over from another platform during a migration are identified as such. They never carry the "verified purchase" label — we have verified no purchase concerning them — and are never published without being read by a person.
What is impossible to do
No function allows a review to be withdrawn because of its rating. This is not an internal rule that could be relaxed : the grounds for removal form a closed list in the code, and "rating too low" is not among them.
The form never branches according to the rating. There is no preliminary question steering dissatisfied customers towards a private form.
The grounds for removal, in full
- Hateful, violent, discriminatory or inappropriate content
- Advertising, promotional content or spam
- Unrelated to the purchase experience being rated
- Conflict of interest : competitor, employee, relative of the merchant
- Disclosure of a third party's personal data
This list is exhaustive. No other ground exists.
The three dates
Every review carries the date of the experience, that of the submission and that of the publication. All three are displayed or accessible; none can be altered afterwards.
Dispute and reporting
A merchant can report a review, and so can any reader — through the "Report" link under each review, or by email to moderation@louis.guide. A disputed review stays visible while it is examined : hiding it would offer a way to suspend an inconvenient review simply by disputing it. A human moderator decides, and a reporter who left contact details is told the outcome.
Display order
Newest first, by default and without exception. A "highest rated first" sort offered as the default would amount to a slanted presentation.
Rewards
No reward may be offered in exchange for a review. The platform provides no mechanism for granting one.
Last updated: to be filled in