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    Reviews Moderation | Admin Guide

    Moderate coach and gym reviews to maintain platform quality. Handle reported reviews, remove inappropriate content, and ensure fair feedback.

    Review Moderation Overview

    The reviews moderation system helps maintain the integrity of ratings and feedback on the platform. Reviews can be flagged by users, coaches, or automatically detected by our content filters.

    Pending Review

    Flagged reviews awaiting moderator decision.

    Auto-Flagged

    Reviews flagged by automated content detection.

    User Reported

    Reviews reported by coaches or other users.

    Resolved

    Previously flagged reviews that have been processed.

    Common Flag Reasons

    • Inappropriate Language: Profanity, hate speech, or offensive content
    • Fake Review: Suspected fraudulent or incentivized reviews
    • Personal Attack: Reviews attacking individuals rather than services
    • Irrelevant Content: Reviews not related to the coaching experience
    • Competitor Sabotage: Suspected malicious reviews from competitors
    • Privacy Violation: Reviews revealing personal information

    Review Moderation Process

    1

    Access moderation queue

    Navigate to Admin → Reviews to see all flagged reviews sorted by priority.

    2

    Review the content

    Read the full review, check the reporter's reason, and view the coach's response if any.

    3

    Check context

    View the reviewer's booking history to verify they actually used the service.

    4

    Make a decision

    Choose to approve (keep visible), hide (remove from public view), or edit the review.

    5

    Notify parties

    The system automatically notifies the reviewer and coach of the decision.

    Moderation Actions

    Approve

    Keep the review visible. Use when the flag is unwarranted.

    Hide

    Remove from public view. The review is archived but not deleted.

    Edit

    Redact specific portions while keeping the overall review visible.

    Edited reviews are marked as "Modified by moderator" for transparency.

    Fake Review Detection

    Indicators that a review may be fraudulent:

    • Reviewer has no booking history with the coach
    • Multiple reviews from the same IP address
    • Review text matches known fake review patterns
    • Account was created very recently
    • Reviewer has left many negative reviews in a short period

    Use the "View Reviewer History" option to see all reviews from a user across the platform.

    Appeals Process

    Both reviewers and coaches can appeal moderation decisions:

    • Appeals appear in a separate queue marked as "Appeal"
    • Review the original decision and any new information provided
    • A senior moderator should review appeals when possible
    • Final decisions should be documented with clear reasoning

    Document your reasoning when making moderation decisions—this helps with consistency and appeals.