Moderation Workflows and Escalation
Review customer-submitted store reviews, apply policy-based decisions, and escalate edge cases.
Audience: Store owners and operators moderating customer reviewsOwner: Trust & SafetyUpdated March 2026Review cadence: MonthlyNext review: April 15, 2026
This guide is past its review date. Validate the workflow before relying on it operationally.
Moderation Queue Triage
Open your store review moderation queue and sort pending customer reviews by age and severity.
Resolve clear-cut policy violations first, then move to ambiguous cases requiring escalation.
Moderation SLA and Escalation
Target same-day handling for critical violations and 1-business-day handling for standard queue items.
- Immediate escalate: legal threats, doxxing, explicit abuse
- Escalate within 1 hour: repeated offender patterns
- Standard review: low-risk quality issues
Evidence Handling
Capture review ID, action taken, rationale, and timestamps for every moderation event.
For review moderation specifically:
- use policy-based reasons, not sentiment-based reasons like `low rating`
- preserve legitimate negative feedback when it is honest and on-topic
- prefer an owner response when the issue is customer experience rather than abuse or fraud
Related Docs
- `/docs/admin-dashboard-and-operations`
- `/docs/audit-explorer-and-evidence`
- `/docs/support-operations-and-escalation`