Your online reputation is your most valuable asset in delivery. It can be attacked by competitors, disgruntled former employees, or opportunistic clients.
Warning signs: a series of sudden negative reviews (3+ in a few days), reviews that don’t match your menu, descriptions that are too similar to each other, recent accounts without a history.
The first defense: a high volume of authentic positive reviews. If you have 500 4.5-star reviews, 5 fake negative reviews have almost no impact on your rating.
Report suspicious reviews to platforms with concrete evidence. Platforms have anti-fraud teams that can remove fraudulent reviews.
In case of a targeted attack (negative review campaign), contact the platform’s support team directly by phone. Explain the situation and provide evidence.
The public response to false reviews must remain professional: “We have no trace of this order in our systems. If you actually ordered from us, contact us so we can resolve the issue.”
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