Negative reviews are often very difficult for retailers or entrepreneurs to accept, especially when they are unjustified. I’ve often had customer reviews left on bad files or simply defamed by a jealous competitor. But it’s very complicated to assert one’s rights and win a case for the deletion of a review or content. We’ll look at all the possible avenues here.

Violations of community rules:

Reporting based on community rules can lead to rapid removal of inappropriate content. For example, a user who reports a hateful comment containing insults in accordance with his or her community standards can see that comment effectively removed.

Google allows you to declare this via the little flag next to a review, generally this first step is refused all the time but gives you access via a little link in the refusal email from google to a second step that you can develop. My personal technique: list all the elements that can work to my advantage and confront the Google rules. Example of a successful response:

You’ll note here that I specified that I’d never requested deletion in the past, and that if I did so it was for a reason. In fact, Google keeps a record of everything in a file.

Personally identifiable information (PII) and private content :

By asking Google to remove content containing personal information, you protect your data. For example, Google has removed links to web pages containing social security numbers disclosed without consent.

So if a review or content contains your name, address or even hair color (discrimination lol) it’s an axis.

Infringement of copyright:

In the event of copyright infringement, the use of the DMCA can lead to the rapid removal of protected content. For example, an artist who finds his or her work published without authorization can use the DMCA to have this content removed. For a long time, this was a method of having competing content removed too, but that’s another story #blackhat

Here is the link for DMCA declarations: https: //support.google.com/legal/troubleshooter/1114905?hl=fr

Mediation:

Mediation can lead to an amicable resolution between the parties. For example, a company can hire a mediator to resolve a dispute with a dissatisfied customer who has published a negative review. You should know that under the Lopssi 2 law, defamation is punishable by a fine of 12k euros, but any content published and not contested after 3 months is accepted! So you need to get into mediation as soon as possible, and if that fails, go to criminal court with proof of mediation. Generally speaking, you attack the author but also the publisher (the host or Google).

Negotiation:

It’s often forgotten that direct negotiation with the author of the content can result in the modification or deletion of negative content. It’s also a good way of showing your customer orientation by trying to resolve a problem. I recommend always replying to positive or negative reviews, and above all diverting the discussion away from the platform concerned to resolve the issue by email or telephone. We often associate this type of relationship and exchange with the job of Community manager, and I’m quite in tune with that.

Withdrawal practices:

Reporting exploitative practices to Google can lead to content being removed free of charge. For example, if a site requires payment to remove a negative review, Google may intervene and penalize the site… your lawyer will love this case too, I think. Generally speaking, slow-moving platforms accept your request but tell you that the processing time is long… but faster for subscribers…;-)

Sexually explicit content:

Requesting the removal of explicit content is extremely simple on all platforms. Google makes it possible to report and request the removal of such images or videos. You’d think this would protect Internet users, but in fact it also protects the moderators…

On YouTube this is ultra-efficient, and is even a principle of precotions that quickly removes urne video so that it can be checked afterwards.

Right to be forgotten:

In Europe, this right makes it possible to request the removal of personal data from search results. This has enabled many European citizens to take control of their online presence. One way to give less visibility to content that penalizes you is to make it disappear from Google, so using this google help and form can help: https: //policies.google.com/faq

Court order:

Using legal procedures to have content removed can be effective, even if it is costly. For example, a court order can force a site to remove defamatory information. In any case, your first step is to file a complaint online, then go to the police, try mediation (within 3 months of publication of the content) and if nothing happens, you’ll have to take legal action. Usually, the person responsible for this type of content has done it to other people as well… analyze the posts and articles and contact other people involved to build up a comprehensive case.

If you have a problem with a piece of content and would like my opinion, please contact me.