The evidence checklist for a disputed review

Preserve the original review

Save the review link, its visible publication date, the reviewer’s displayed name and a dated screenshot. Include the headline and full text. If the review changes, keep both versions and note when you saw the change.

Do not edit a screenshot in a way that removes context or changes the meaning. A separate redacted copy is useful for sharing, while the original should remain securely stored with limited access.

Check the records before drawing conclusions

Search orders, support tickets, enquiries and relevant correspondence. A customer may use a nickname, another household member’s account or a different email address. A genuine experience may also involve a conversation that did not lead to a purchase.

Document which systems and time periods you checked. Instead of saying “this person was never a customer,” a more accurate statement may be “we could not locate a matching interaction in these records.” Precision makes the report more credible and reduces the risk of overstating your evidence.

Match the evidence to the issue

Different concerns need different supporting material. A privacy complaint should identify the exposed information. A factual allegation may require an order timeline or correspondence. Suspicion of a conflict of interest needs concrete support, not just a similar name.

Keep the report narrow. An unrelated dispute with a customer does not prove that their review breaches a platform rule. Avoid presenting private exchanges publicly merely to win an argument.

• Review URL, date and full screenshot.
• Relevant transaction or communication timeline.
• Exact disputed passage and the rule involved.
• Relevant supporting records with unnecessary data redacted.
• A clear explanation of what the evidence does—and does not—establish.

Keep the case file secure

Store evidence in an access-controlled location rather than a public file-sharing link. Share it only with people who need it to assess the dispute. Keep a record of what was sent, when and through which channel.

When a case closes, follow your business’s documented retention and privacy obligations. If you are unsure what may be shared or how long to keep it, seek qualified advice. This checklist is general guidance, not a determination that any particular review should be removed.