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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?
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I 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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Hi 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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Inappropriate?That's an excellent question, and I'm going to find out for you :) Stay tuned!
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Inappropriate?Hi Morgan,
Any update on this? Thanks. -
Inappropriate?Yeah, 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.
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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. -
Inappropriate?Is it just me or is this topic purposely being avoided? -
Inappropriate?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.1 Comment Add a comment
This is one of the best points
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Actually, you must be on the Integrate plan to see customer email addresses.
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Inappropriate?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? -
Inappropriate?Is 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).2 Comments Add a comment
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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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Inappropriate?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?
I’m lost
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This is one of the best points
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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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Inappropriate?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.
I’m annoyed
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Inappropriate?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?
I’m just about fed up
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Inappropriate?Hi 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. :)
The company thinks
this is one of the best points
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Inappropriate?I 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!
The company thinks
this is one of the best points
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