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Give company employee's a way to respond to disputes
I removed a customer's post today and I received an email notifying that he disputed my change (my first dispute, yay!). However I couldn't figure out a way to get back to him. What am I supposed to do?
Official
Response
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EMPLOYEE
1Hi All! So sorry for the confusion and delay in an answer here.
Due to our Privacy Policy, we do not share customer's email addresses when they file a dispute against an employee's moderation action. Not all disputes actually require a response. However, if you'd like to respond to one, you can feel free to let us know and we can help pass along the response you'd like the customer to see. Just post to this thread and we'll be in touch.
That being said, on our Integrate plan you do have the possibility of viewing a community member's email address when you roll over their user avatar if they did not unselect the option to share it when they created their post or if they logged in via Single Sign On and you've passed their email address over with them when the came from your site.
I'm sorry there's not a simpler way to respond to disputes. That's a feature that was built quite a while back and needs some freshening up. :)
Promoted
Response
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CHAMP
1I also wanted to let folks know that I've changed this to an idea since Amy has filed an enhancement with the engineering team to include a box that allows disputee's the option to include their email address if they'd like to be contacted. Once we have our product team weigh in on this we'll update the topic.
Thanks everyone!
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That's an excellent question, and I'm going to find out for you :) Stay tuned!Comment
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Hi Morgan,
Any update on this? Thanks. -
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1Yeah, can an employee please answer this?
I had this once before and I want to tell them why I deleted their topic (it had nothing to do with our community and spam) but I couldn't!
I had another issue recently when I merged a topic. A user disputed the change. I was going to email them by finding their email on management view. But, the thing was that management view allows you to see the email of someone who has posted a topic before. That user's first topic was merged by me so there was no way for me to find their email :( It's a lose-lose situation. A few minutes later the user said my merge was right so that was good though :P
Solution: When you click on someone's profile, a mod/employee should be able to see their email. You can only see it if they are part of your community. Otherwise, Getsat should give mods/employees a private email server where they can email back to people who dispute a change.-
Actually, I think if you're with a certain getsat plan then you can privately communicate with customers. Not 100% sure though. I think this should be allowed for all plans though.
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Is it just me or is this topic purposely being avoided? -
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I'm finding out for sure what plans come with which messaging options, but anyone with moderation tools should be able to find out the disputee's email. If you're not seeing this because of something like the merge/delete situation described, you can get in touch with us and we can help you get in touch with the disputee.
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Actually, you must be on the Integrate plan to see customer email addresses.
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Interesting - I've been clicking around but I can't see anyone's email address (except my own, when I go to /people/me/edit. I do have access to moderation tools, but we are on an old plan (called Manage, I think).I wonder if that makes any difference?
Also, what about if someone doesn't have a GSFN account but used one of the other authentication services instead? Can I (and should I be allowed to) see their emails? -
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1Is there any way to respond to a dispute without having to e-mail them directly? Since we get a dispute directly into our inbox, it'd be great if we could reply to the dispute via the e-mail without our actual e-mail account having to send the e-mail. (They'd get a response from GS).-
I'd like to see this happen too, since it'd be a good idea to have us be the arbitrator. If you need us to step in to help moderate a discussion, just let me know. my email address is ginevra [at] getsatisfaction.com, and I'm always happy to help manage these through.
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Thanks Ginevra. I'm glad you like the idea and thanks for the offer to help in the future.
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I’m
lost
Am I the only one who can't see anyone's email address except mine? Is it because of my plan, or am I just dumb?-
tried looking at people's profile pages, thinking they could be PM'ed as a last resort. but there aint no PM option either :(
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I’m
annoyed
I just received my first dispute, and was also confused on what to do. If there's an official way to file a dispute, shouldn't there also be an official way to respond to and resolve it?
Even if for the time being, the only thing to do is email the customer directly, Get Sat could at least include their email address in the dispute notification. I can't find it on the site anywhere.
Side note: Both the "Community Guidelines" and "Company-Customer Pact" links in that dispute notification email are broken. -
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I’m
just about fed up
Got my 2nd dispute today, but again I can't see the customer's email address, and again there is no way for me to get back to him. Surely something is wrong here. Could someone give me step-by-step instructions?
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EMPLOYEE
1Hi All! So sorry for the confusion and delay in an answer here.
Due to our Privacy Policy, we do not share customer's email addresses when they file a dispute against an employee's moderation action. Not all disputes actually require a response. However, if you'd like to respond to one, you can feel free to let us know and we can help pass along the response you'd like the customer to see. Just post to this thread and we'll be in touch.
That being said, on our Integrate plan you do have the possibility of viewing a community member's email address when you roll over their user avatar if they did not unselect the option to share it when they created their post or if they logged in via Single Sign On and you've passed their email address over with them when the came from your site.
I'm sorry there's not a simpler way to respond to disputes. That's a feature that was built quite a while back and needs some freshening up. :) -
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CHAMP
1I also wanted to let folks know that I've changed this to an idea since Amy has filed an enhancement with the engineering team to include a box that allows disputee's the option to include their email address if they'd like to be contacted. Once we have our product team weigh in on this we'll update the topic.
Thanks everyone! -
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I’m
a little bit grumpy
I'm in the same boat here - have had a dispute from a user who's clearly trying to do the best thing for us. However, if I could respond (to an anonymised email address or just via GS) the user would be 100% happy with our solution.
I understand the user privacy aspect but it's a bit weird that even on a paid plan, we can't respond to a dispute. -
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![[TTNB].The//Catatonic_Angel](https://s3.amazonaws.com/satisfaction-production/public/uploaded_images/5760963/images-2_medium.jpg)
My company is no longer active in our community, therefore us Champs now moderate for them in their absence. Although Amy suggested that we send our replies to Get Satisfaction, I believe there should be a system where you can reply to the e-mail that claims dispute. It would then bump off of Get Satisfaction's e-mail servers, and ultimately makes its way back to the user who reported the dispute in the first place.
This way, Employees and Moderators alike can reply to these disputes in a way that they aren't made known of the disputer's e-mail address. -
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Same problem still exists today. And the links for Community Guidelines and Company-Customer Pact are still broken.
Guess I will restore the post, then remove it again with more info. (In this case, he posted the same thing twice in a row in the same thread.) -
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Any word on if this is being looked at, still? It's one of the more annoying problems on here.-
Absolutely - this is a big pain point for us too. Unfortunately I don't have a time frame to speak to as of yet since we're still trying to figure out the best way to solve this. If you've got suggestions please post them!
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I’m
frustrated
I agree with the above posts. It's very frustrating not being able to get back to a customer and doesn't help us manage our community.
I removed a post simply because it was a duplication and now I've discovered that there is no way to email and explain that. Please can you help?-
Sure, Sunshine - I'd be happy to help. I also wanted to make sure you know that when you remove a topic, you're asked to leave a public message that explains why that action was taken, and that message is visible to the creator of the content.
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Yes, I'm aware of that thank you. how can you help me email the customer?
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Can you post a link to the topic that was removed?
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The e-mails simply tell you that someone disagrees with the dispute. What I need is a forum in which to collaborate with them on the topic of the merge itself. That discussion really has no place. The e-mail doesn't give me her e-mail, etc. It just leaves you not knowing what to do.
This reply was created from a merged topic originally titled
The dispute e-mail messages sent when a person disagrees with a merge, are not helpful.. -
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1This is very confusing. Perhaps until there is a mechanism to resolve directly with the customer a dispute shouldn't be able to be filed. -
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I would like to respond to a dispute on a post removal. Are we still going through this forum to get someone from Get Satisfaction to respond on our behalf?-
Yes, Lucy. The process remains the same, for now. I found the disputed topic you're probably wanting to respond to, and would be happy to respond on your behalf. You can email me the text you want sent to support at getsatisfaction dot com.
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HI Ki,
I have had the same situation, where a customers email address is not available and I wish to contact them regarding my decision to remove a post. Any chance you would be so kind as to assist please?
Cheers,
Dave.-
Hi Dave,
Can you post a link to the topic that was removed? Thanks! -
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Hi Amy,
I have contacted your support, it can wait till after the weekend.
Cheers,
Dave -
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I’m
Just trying to help out.
I would like to make the point that when someone's reply/comment is removed I find it a little weird that the same person that removed it is the one who the dispute goes to. I understand that in some communities their is only one moderator and if the disputes were to go to say Get Satisfaction directly then you would be bogged down with disputes from all the other pages. The obvious problem I see with the way it works right now is if someone feels they are being treated unfairly there is nothing they can do about it.
Don't get me wrong we get our fair share of people on the Mojang page who are completely out of line but without a third party there is no way of knowing whether the moderators, employees or champions are being fair at all. It's kind of like the American court system where if a judge is being unfair you have to ask them to step down because of it. If they are being unfair they will only do it more now that you complained to them. I haven't really had any problems, I just see it as an obvious flaw in the system.
Just calling it like I see it, make of it what you will. =)- view 1 more comment
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I do see where you are coming from that's why I mentioned it earlier. I suppose with how many pages you have you would need a separate group of people all together to look over the disputes if you guys skimmed them over. I imagine this would not be easy to accomplish unless you could get volunteers to do it for you as hiring people would be a mess. If you start trying to hire people then that opens up a whole other can of worms with complaints about them and so forth.
Thanks for the reply, as I said I was just giving an unbiased point of view on things. I'm always good for feedback and if you need me to help out with anything let me know. =) -
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I know you are, Jareth, and I appreciate it. Keep it coming! :)
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CHAMP
