Respond to reviews
A company with a claimed RideShipper profile can reply in public to a review at no charge. The reply is shown with the review and does not remove it. A reply may not ask the reviewer to delete a true account, offer money to change the stars, or threaten the reviewer. Payment does not change which reviews stay up.
Key facts
- Who may reply
- A company that has claimed its profile
- Cost
- Free
- What a reply cannot do
- Remove the review, buy a new star, or demand deletion of a true account
The sources are listed on this page.
A claimed company can reply in public to a review. The reply is free. It does not remove the review, change the star rating, or change editorial rank.
MoveAdvisor already stores company responses on reviews. When RideShipper imports a review, it shows the response that came with it. New replies on RideShipper are stored with the review the same way.
Who can reply
The person who manages a claimed profile. An unclaimed company does not get a reply box. Claiming is free and is not accreditation.
What a reply may say
The company may state its side of that shipment: what it offered, the dates it has, and how the customer can reach the company about a claim. Stick to the shipment in the review. Do not include the reviewer's phone number, email, or home address.
What a reply may not do
A response may not:
- ask the reviewer to delete a true account
- offer a refund, a discount, or any other payment in exchange for changing the stars or removing the review
- threaten the reviewer to force a takedown
- pretend the review was removed
- claim that RideShipper endorsed the company
The review guidelines reject bought reviews and apply the same rules to every star rating. A reply that tries to buy a change will be taken off the page. The review stays if it met the guidelines. Moderation is described on how reviews are moderated.
The FTC's consumer-review rule treats an unfounded legal threat, a physical threat, intimidation, or a knowing false public accusation used to stop or remove a review as unfair or deceptive. It also treats it as unfair or deceptive to present reviews as most or all of those submitted while hiding reviews because of their star rating or negative sentiment. RideShipper does not provide a paid removal path.
What a reply does not change
The star average, the five most recent reviews shown by default, and the editorial ranking. Paying for quote requests or for a labeled ad does not change those either. See how company rankings are made and for auto transport companies.
A factual error in a licence block is a correction, not a review reply. A damage claim is between the customer and the company. RideShipper does not decide it.
Questions
Where does the reply appear?
On the company page, with the review. Imported reviews can already carry a company response stored by MoveAdvisor. RideShipper shows that response with the review.
Can we ask the customer to take the review down?
Not in the public reply, and not in exchange for money. A reply that asks a reviewer to delete a true account is not allowed. The review stays up if it met the guidelines.
Will a polite reply raise our rank?
A reply does not buy rank and does not change the stars. Rankings use the published method. Paying for leads or ads does not change the reply rules.