What do I do with reviews?

Many times, sellers of products and services online ask their customers to rate their experience through a review, which can be an excellent way to differentiate themselves from the competition when the opinions are favorable.

However, some companies post fake reviews (pay people to write positive reviews or use artificial intelligence tools for this purpose) and even remove negative opinions.

Well, these behaviors are expressly prohibited as deceptive practices to influence the potential consumer's decision. Therefore, since the responsible parties of online platforms have the obligation to ensure that the content of their websites is truthful and lawful, resorting to these deceptive practices can lead to legal consequences.

If your sales portal allows the publication of reviews, you must comply with consumer regulations and:

• Inform whether it is guaranteed or not that the reviews published on the portal have been written by customers who have actually purchased or used the product or service.
• Inform about how the received ratings are processed and managed.
• Ensure that the reviews refer to products or services purchased or used in the 30 natural days prior to their publication.
• Likewise, the law allows the entrepreneur selling the good or service to respond to the review through the same channel.

Failure to comply with these obligations constitutes a breach of consumer regulations and, being a deceptive practice, is an act of unfair competition. Therefore, it is important to review the comments that users post on your website.

 

Our professionals will advise you on everything related to compliance with consumer regulations, both in the sales of your products or services online and in the reviews made of them.