Every review submitted to your Trust account passes through an automatic moderation pipeline before it reaches your inbox. Vendably handles the screening; you handle the exceptions and the conversation.
The review inbox is at /trust/ and is the main working area for Trust.
How automatic moderation works
Vendably screens each incoming review against five checks, in order: length, profanity, personal information (PII), toxicity, and language confidence.
- Reviews that pass all checks cleanly are auto-published.
- Reviews that fail clearly are auto-removed.
- Reviews where the outcome is borderline enter a manual moderation queue for your attention.
The toxicity threshold is configurable in your Trust settings. Raising it makes the pipeline stricter; lowering it passes more reviews through automatically. The auto-approve and auto-remove score cutoffs are set by the platform and are not exposed as a number, but you can tune your borderline range by adjusting the toxicity threshold.
Review statuses
A review moves through the following statuses during its lifecycle:
- Draft. The reviewer has started but not yet submitted the review.
- Submitted. The reviewer has submitted the review; it is awaiting moderation.
- Moderation pending. The review is in the manual queue.
- Published. The review has passed moderation and is publicly visible.
- Flagged. You or the platform has flagged the review; it remains visible while under review.
- Removed. The review has been removed and is no longer publicly visible.
- Reinstated. A previously removed review has been restored to published.
Filtering the inbox
The inbox filters by status (for example unresponded, flagged, pending moderation, or removed), by rating, and by review source. Combine filters to focus on what needs attention first.
What you can do with a review
These actions are available to users with the Editor role or above.
Respond to a review. Post one published response per review. After publishing a response, you have a 24-hour window to edit it. After that window closes, the response is final.
Flag or dispute a review. Select a reason and attach optional evidence. Flagging marks the review for platform review. Use this when you believe a review violates policy or contains false information.
Request information from the reviewer. Send a message to the reviewer asking for clarification. This is useful when a review is ambiguous or when you need context before deciding whether to dispute it.
Troubleshooting
A review is stuck in moderation pending. The review landed in the manual queue and has not yet been acted on. Check the pending moderation filter in the inbox. If you believe the review should be published or removed, use the available moderation controls.
A review was auto-removed that should not have been. If you believe the removal was incorrect, use the reinstate option (where available) or raise a dispute with the reason and any supporting evidence.
You cannot edit a response. The 24-hour edit window has passed. Published responses are final after that point. If the response contains a material error, flag the situation and contact support.