Reporting a Review
Flag reviews that breach Hellopeter's content guidelines for investigation and potential removal.
If a review contains false information, spam, or defamatory content, you can report it directly from your portal. Hellopeter's Operations Team investigates every report and takes action where content guidelines have been breached.
Note: You can only report Hellopeter reviews. Google reviews cannot be reported through the portal - if you need to flag a Google review, do so directly through Google.
When to report a review
Report a review when the content breaches Hellopeter's content guidelines, including:
• Part or all of the information is false - The reviewer is describing an experience that didn't happen or contains factual inaccuracies.
• The review is spam or a scam - The review is promotional, automated, or part of a fraudulent scheme.
• The review is defamatory - The review contains statements that are harmful and untrue.
Important: Reporting is not for reviews you simply disagree with or find unflattering. A negative review that accurately describes a customer's experience is not a breach of content guidelines. In those cases, the best response is a thoughtful public reply.
How to report a review
1. Open the review under Reply in your portal.
2. Click Report in the action bar at the top of the review.
3. Complete the reporting form: select your reason for reporting and provide your contact details (full name, email, and contact number).
4. Click Report this review to submit.
Tracking your report
You can track the progress of reported reviews directly from the Reply screen. Use the filter panel to filter by reported reviews and see their current status.
What happens after you report
5. Hellopeter's Operations Team is alerted to your report.
6. If the review is clearly in breach of content guidelines, it is removed immediately.
7. If the breach is not immediately clear, an investigation begins. The reviewer is asked to provide proof of their dealings and verify their review.
8. If the reviewer fails to respond or cannot provide proof, the review is deleted.
The Operations Team handles every report - you don't need to follow up unless they contact you for additional information.
Impact on your metrics
When a review is removed following a successful report, it no longer counts towards your Hellopeter metrics. This includes your TrustIndex, average star rating, and review count. Any NPS response from that reviewer is also removed.
Tips for a successful report
Be specific - Clearly explain why the review breaches content guidelines. "This is false" is less helpful than "This person was never a customer of ours - we have no record of this transaction."
Provide evidence - If you have records that contradict the review (transaction logs, correspondence, etc.), mention this in your report. The Operations Team may follow up to request supporting documentation.
Act promptly - Report reviews as soon as you spot a breach. The sooner the investigation begins, the sooner it can be resolved.
Reply in the meantime - While the report is being investigated, consider posting a professional public reply. This shows other visitors that you take feedback seriously and are addressing the situation.
Still need help? Use the live chat inside your portal to get in touch with our customer success team.