October 19, 2018: The dispute process is currently taking longer than usual. It may take us longer than 2-3 business days to begin your dispute. We will process all disputes in the order they were received. We apologize for the inconvenience and appreciate your patience during this time!
Below are a few frequently asked questions about WeddingWire's review dispute process.
What is your review policy?
WeddingWire does not allow reviews to be posted by guests at an event, employees of a vendor, other vendors at an event, competitors of a business, etc. However, if a review is posted by an individual who was a legitimate client, then their feedback is permitted - whether negative, positive, or neutral.
Does WeddingWire verify the content of reviews posted on the site?
No. WeddingWire does not make judgments on the veracity of opinions or statements made in a review. Reviews are the sole opinion of the author and content is neither confirmed nor proven incorrect by WeddingWire.
WeddingWire will ONLY confirm that the review was posted by an individual who conducted business with that vendor. We will not remove a review if the vendor and the client disagree on the course of events that took place, since this can be addressed within a client's review and the vendor's response to the review.
How do I bring a review I believe violates your review policy for another vendor to your attention?
How do I formally dispute a review my business received from my storefront?
What does the verification process entail?
To verify a review, WeddingWire must receive either a signed contract or a proof of payment directly from the reviewer confirming they were a legitimate client of the vendor they submitted feedback for.
For more information, please refer to this support article: What Does WeddingWire Verify?
For a detailed outline of our review dispute process, please view the following support article: Review Verification Process
What proof do you ask for from a reviewer?
When the WeddingWire Dispute Team reaches out to a reviewer, they ask for EITHER a binding contract with both parties signatures OR a proof of payment. This is the only documentation the Dispute Team will accept.
How long does a reviewer have to send in the appropriate documentation?
A reviewer technically has 60 days to send in the appropriate documentation to verify their review. However, to try to make the dispute process faster, the WeddingWire Dispute Team initially closes out disputes after 7 days. Please note that if a reviewer sends in the appropriate documentation after the initial 7 days but before the 60 day span, then their review can still be verified and reinstated.
Can you share the reviewer's information they sent to you?
Why did you allow this review to be published?
Please remember, only the reviewer is responsible for any opinions or content they post on our platform. WeddingWire does not act as a publisher and has not "published" the content posted by reviewers. For more information about this, please view the following support article: Responsibility of Review Content
What can I do if a review is reinstated?
Nobody enjoys getting a negative review, so we recommend reaching out to the customer directly to discuss how expectations were not met and how to best resolve any outstanding issues. Reviewers have the ability to update or edit their review at any time, and this happens more frequently than you might expect!
Or, if this customer does not want to resolve their issues, then your best course of action would be to post a response to the review. Formulate an empathetic, professional response that directly addresses any of the customer's concerns. Remember, responses are not only a direct response to the customer who posted the review, but more importantly content that future potential clients might read - so make sure it is professional and polite!
For tips on how to respond, please view the following support article: Posting a Response to a Negative Review