Who can submit reviews/comments to Trikomer for publication?
Trikomer is reserved for interactions between real customers and legitimate businesses. Consumers who have been clients of the establishment they wish to comment on can provide ratings and comments about the companies included in the Portal, meaning those who have had a real experience with any of the affiliated businesses, whether it be requesting a quote at the establishment, or having already received a service from it or purchased a product. The opinion must be related to an experience the customer has had in the last 12 months.
It is often heard that some companies publish fake reviews, how do I know if the evaluations on Trikomer are authentic?
At Trikomer, we make significant efforts to prevent fraudulent activities and to ensure that the content generated by consumers and businesses is authentic. We invest a lot of time, effort, money, and human capital in identifying and preventing such activities on our website. The entire process of content collection, moderation, tagging, and publication is managed from start to finish, using our own methodology that includes advanced software, which applies a series of proprietary processes and algorithms to all the content generated on our website. Additionally, as we are aware that internet security is not 100% foolproof, we have our content review team, a human team specialised and trained to detect and verify suspicious ratings to determine their authenticity.
Our utmost interest and daily effort is to ensure that the information reaching consumers is real, while also protecting brands, professionals, and businesses from malicious actions that may involve some self-serving and/or personal interest. If you feel that a rating may be false or malicious against a professional or business, do not hesitate to report it to our content review team, who will verify its authenticity.
Can I submit a rating and leave the comment blank?
No. A useful opinion for other consumers is one that contains a brief comment about the experience another consumer has had; for this reason, submitting a rating is only allowed if the text field requiring a minimum number of characters is filled in.
Are all ratings and comments published?
Yes, all ratings and comments are published, both positive and negative, as long as they do not violate the General Terms and Conditions of use or the Guidelines on consumer reviews for publishing comments.
I am an owner, manager, employee, or relative of a business, can I submit a comment and rating for publication?
If the business or establishment to which you are connected in any of the aforementioned ways corresponds to the business you wish to submit a rating and comment for, you will not be able to do so. Furthermore, if it is detected through the various validation methods available to Trikomer that any responsible party, owner, employee, or relative submits a rating with negative intent, Trikomer may proceed to remove that rating and comment ex officio, as well as publicly disclose this action to inform other users of what has occurred, clearly, visibly, and prominently placing this information in the comments section of the responsible business or establishment, automatically blocking the rating and comments area for a period of six months.
Can businesses pay Trikomer to remove negative comments from their profile?
No. However, it is true that Trikomer reserves the right to remove any ratings or comments that do not comply with the General Terms and Conditions of use or the Guidelines on consumer reviews. If these conditions are not violated, Trikomer will not remove any opinion, whether negative or positive. None. There is no censorship.
How is it possible for a business with many negative reviews and ratings to suddenly receive many positive ones?
It is very likely that this occurs, given that businesses can initiate very active campaigns inviting their most recent customers to review and rate their services on Trikomer. Experience tells us that customers who are satisfied with the services received or products purchased tend to accept invitations to review and rate. Customers who were not satisfied would not wait as long to submit their rating.
Why can’t I edit my already published opinion?
To provide greater reliability and assurance to other consumers, as well as to the business that has received the rating and comment, opinions and ratings that have already been issued and published cannot be edited. Except in cases where the customer who has made a negative rating about the business voluntarily wishes to enter the conciliation period. After this period, they will receive an invitation to modify their rating and comment.
In that case, and following the steps indicated by our team, the user will have the opportunity to edit it. Ratings that have been edited are marked so that they can be identified by other consumers, with a label/legend at the bottom that reads: “This opinion has been edited by the customer following the conciliation process”. However, this does not mean that the original opinion and rating made by the customer will disappear; rather, it will remain visible to other consumers so they can see what issue existed and what solution was provided or proposed by the professional or establishment.
Why has my rating and comment not been published?
Generally, your opinion should be automatically published within 24 to 72 hours. However, there are some possible reasons why it may not have been published, such as:
- Your comment does not comply with the Guidelines on consumer reviews or the General Terms and Conditions of use.
- Your comment or rating is negative for the establishment you evaluated. In this case, the reason is that Trikomer provides a 7-day period for a conciliation process between both parties. This way, we ensure that the establishment can offer you a solution to your complaint or issue, which is positive for both parties.
After the prudent period for the voluntary conciliation process between both parties (7 days), the comment and rating will be automatically published on the website, even if there has been a conciliation between the parties, whether it was positive or not. This way, other consumers will have reliable knowledge of the response, if any, from the establishment, as well as the solution that was provided, if the establishment deemed it appropriate to offer one.
The author of the rating and comment will have the opportunity to edit it if they deem it appropriate after accepting the conciliation process.
What is the conciliation process?
It is a public mechanism that Trikomer, together with eConsumer Quality, makes available to consumers and businesses, which serves to resolve possible conflicts between the affiliated businesses and dissatisfied customers. If the process does not work (due to both parties not reaching an agreement), the rating and its comment will automatically publish within a period of 7 to 10 days.
When is a conciliation process opened?
When a customer gives a rating of 2 stars or lower.
How does the conciliation process work?
When the customer gives a negative rating, the TMSistem Validated system integrated into Trikomer automatically initiates it, following these steps:
- Alert sent to the professional or business that a negative rating has been inserted into their company profile, so they can give it the appropriate attention.
- This negative rating is automatically placed in quarantine by the system for a period of 7 days.
- The professional or business can respond during the established period from their private customer management area, replying to the rating or proposing a solution.
- The customer will receive an email notifying them that the business has responded, proposing a solution or not.
Does Trikomer intervene at any point in the conciliation process?
Trikomer provides the means to the parties but does not intervene in the conciliation process. We understand that our intervention should not be intrusive.
Trikomer only acts against possible fraudulent, malicious, or inappropriate comments according to the Guidelines on consumer reviews or the General Terms and Conditions of use. To verify the authenticity of the evaluations and comments being submitted by real customers, our content review team may request a supporting document from the author of the comment to verify that they are indeed a real customer.
Why the possible request for a supporting document?
Because Trikomer is based on the trust of consumers sharing real experiences
Trikomer is a collaborative platform that helps consumers choose where to go or decide where to buy in a more informed and secure manner. It is based on sharing real experiences by freely and without censorship expressing opinions and recommendations.
When a user writes a comment through Trikomer, it must be based on a real experience with the business they are evaluating, whether after making a purchase or receiving a service from it.
We trust that the vast majority of users write about real experiences, but sometimes our automated system or our review team alerts us to possible fraudulent, malicious, or inappropriate comments according to the General Terms and Conditions of use or the Guidelines on consumer reviews. Additionally, there is the possibility that the businesses being evaluated may notify us that they cannot relate a specific evaluation and/or comment to one of the services they have provided, and they may request verification of whether the comment and evaluation are from a real customer who has had some experience with the requesting business.
To verify this in the most objective manner, we request a supporting document from the user, which can be: The quote issued in their name, an invoice, or similar. The supporting document helps us clarify any doubts that may arise between the business and the user, and in this way, we also ensure that the information reaching other consumers is 100% real.
If, upon our team’s request, you cannot provide a supporting document that allows us to verify that your experience with a particular professional or business is real, we will unfortunately not be able to verify your experience with the evaluated business. In that case, your evaluation will be archived approximately after 10 days. If later, you find a supporting document, you can send it to us, and we will publish your comment and evaluation, whether it is positive or negative, as at Trikomer there is no censorship against real customers. If you have any questions regarding this, please do not hesitate to contact our content review team.
Request for your supporting document number
As stated in the General Terms and Conditions of use and the Guidelines on consumer reviews, only real customers who have either received any service or purchased a product prior to rating the establishment can submit evaluations on Trikomer.
If you have already been to one of the affiliated establishments but cannot find your quote or invoice, or do not have it on hand at this moment, request your invitation to exercise your right to rate and comment. To make it more convenient and easy for you, on the public profile of the establishment on Trikomer, you will find a “button/section” where by entering some personal details and your email address, you will receive your invitation to do so.
Is there any other conciliation or arbitration process?
All businesses affiliated with Trikomer have been previously certified by the independent entity eConsumer Quality, which has voluntarily committed to safeguarding the rights and interests of their customers according to the criteria established in the Ethical Code of conduct and Good practices “eCQ”, and most of them are also affiliated with the consumer arbitration boards of their respective municipalities. For more information regarding a specific business, from the public profile of the business on Trikomer, or from their corporate website by clicking on the certified commitment and trust seal “eCQ” displayed, any user can access the business’s certificate.
Where should I go to read my opinion?
Once your opinion is published, you can visit the profile of the business you reviewed and rated to read it. Likewise, once the rating and comment you made are published, a confirmation of the publication will automatically be sent to your email, along with a link where you can click and go directly to it.
