Negative comments on Facebook ads

Kvik policy regarding negative comments on Facebook ads

We run a lot of ads on Facebook and it has been difficult to monitor all comments on our ads. Luckily, we now have a setup where our Customer Care team is monitoring and replying to all Facebook communication. 🎉

Generally speaking, people have the right to express their opinion on Facebook, even if we might not agree with it, so only in certain instances do we hide or delete customer comments:

Legitimate, current issues

If the comment is a legitimate, current complaint, we respond to the customer, asking them to email us at the relevant customer care email for that country, so that we can look into their case and take the dialogue with them off the public thread. These comment responses are important because they signal to other customers that we take customer complaints seriously

Comments which name or tag people in the store by name

These comments are hidden and if they are especially egregious or abusive, they are deleted. If the person does this repeatedly, they are banned from the country page and/or the store page, if it's a particular store.

Complaining on behalf of someone else

We hide the comments. The person in question and their friends can still see the comment and any answers we post on it, but others cannot see them.

An old complaint, or grudge which cannot be solved

We hide the comments. The person in question and their friends can still see the comment and any answers we post on it, but others cannot see them.

Abusive, foul language

We delete these comments and ban repeat offenders.

Comments which have nothing to do with the ad/Kvik