Customer Journey Map → Submitting app feedback to developers

What is it?

The abuse patrol program exists not to catch IP thieves or fraudsters in the act, but to empower contributors to submit feedbacks about apps directly to developers. Doing so will increase the accuracy and quality of app listing.

The customer journey map goes like this:

First, there are three ways that you can submit feedback:

  1. Report an incorrect user review
  2. Log into the Reviewer Tools and help moderate reported user review
  3. Write a feedback

1. Report an incorrect user review

When you report an incorrect user review, you can report it as either:

  1. This review is spammy/non-content
  2. This review is not a review. It’s a feedback filed against the app.
    1. This feedback is about how the app listing/content is inaccurate/misleading
    2. This feedback is about how the app content is offensive/inappropriate
    3. This feedback is about how the app has a technical problem that needs fixing

2. Log into the Reviewer Tools and help moderate reported user review

Regardless of you how report a user review, it’s filed into the Reviewer Tools. When you log into the Reviewer Tools, you can help moderate these reported reviews:

  1. If the review is spammy/non-content: you can choose to hide it or keep it shown in the app details page
  2. If the review is filed as a feedback:
    1. App listing is inaccurate/misleading: you can request more information from developer, then you can hide or keep it shown
    2. App content is offensive/inappropriate: you can email the review to IARC, then you can hide or keep it shown
    3. App has a technical problem: you can email the review to developers, then you can hide or keep it shown

3. Write a feedback

When a feedback is written, it doesn’t go through the moderation process unless the category it’s filed under is inaccurate/misleading. This means that:

  1. If the feedback is filed as offensive/inappropriate, it’s sent directly to IARC
  2. If the feedback is filed as technical problem, it’s sent directly to developers
  3. However, if the feedback is filed as inaccurate/misleading, it will be filed into the Reviewer Tools

See concepts