Hello creators!
A rather unexciting yet very important support update today. Over the years, we've made many improvements to the tooling we use to provide our moderation and support services, and our disputes process has lagged behind in that regard, consistently being the slowest area of support. We're changing that with a dedicated system to streamline and automate much of the previously manual processes.
This initial release will only apply to resource review disputes, which will help us identify any areas for improvements before we roll it out to other types of disputes like transactions. For any ongoing review disputes, you should continue to use the ticket it's associated with. All new review disputes will use the new system.
Creators can access disputes they've created on reviews within their Creator Dashboard. Those whose reviews have been disputed can access them from the Resolution Center under their account. You'll receive alerts and emails any time a dispute requires your attention.
Reviews have also been limited to one per user per resource. Any resources that have previously received more than one review from a user have automatically had the oldest removed. Reviewers will also be able to edit their reviews regardless of whether or not the creator has responded to it from now on.
There were also a few creators concerned about the expectation that creators reach out to buyers before escalating the matter to us via disputes. We always want to be encouraging that creators put in this effort since it goes a long way towards building a mutually respectful relationship with buyers. Jumping straight to reporting them is more likely to worsen your relationship with them instead. However, it's also true that there are some instances where reaching out is clearly a waste of time, so the wording of the confirmation popup has been adjusted to more clearly communicate why we encourage it but also allow for opening a dispute without having first reached out if you feel it's necessary.
Thank you as always for the feedback.
Justis
A rather unexciting yet very important support update today. Over the years, we've made many improvements to the tooling we use to provide our moderation and support services, and our disputes process has lagged behind in that regard, consistently being the slowest area of support. We're changing that with a dedicated system to streamline and automate much of the previously manual processes.
This initial release will only apply to resource review disputes, which will help us identify any areas for improvements before we roll it out to other types of disputes like transactions. For any ongoing review disputes, you should continue to use the ticket it's associated with. All new review disputes will use the new system.
Creators can access disputes they've created on reviews within their Creator Dashboard. Those whose reviews have been disputed can access them from the Resolution Center under their account. You'll receive alerts and emails any time a dispute requires your attention.
Reviews have also been limited to one per user per resource. Any resources that have previously received more than one review from a user have automatically had the oldest removed. Reviewers will also be able to edit their reviews regardless of whether or not the creator has responded to it from now on.
Update: 4 June
A few people have asked for a list of key differences between the current and prior system, so I've gone ahead and written a creator knowledge base article along with some images and a rundown of the process.There were also a few creators concerned about the expectation that creators reach out to buyers before escalating the matter to us via disputes. We always want to be encouraging that creators put in this effort since it goes a long way towards building a mutually respectful relationship with buyers. Jumping straight to reporting them is more likely to worsen your relationship with them instead. However, it's also true that there are some instances where reaching out is clearly a waste of time, so the wording of the confirmation popup has been adjusted to more clearly communicate why we encourage it but also allow for opening a dispute without having first reached out if you feel it's necessary.
Thank you as always for the feedback.
Justis
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