Appeal Process

The following is SureCritic's review management process. You will find our survey removal guidelines, examples of surveys and reviews that fit the removal guidelines, the survey appeal escalation process, steps to submit an appeal, and how to get notifications for them.

Enhanced Review Management Process

In compliance with the Consumer Reviews Fairness Act (CRFA), SureCritic is overseeing the appeal management process for surveys and reviews flagged as spam, as a result of violation to terms of service.
The Consumer Review Fairness Act (CRFA) provides certain protections for consumers who leave reviews on public review sites, and based on these consumer protections, review sites have limitations on what reviews can be removed from the public domain. For more information on the Consumer Review Fairness Act, please click on this link: https://www.ftc.gov/tips-advice/business-center/guidance/consumer-review-fairness-act-what-businesses-need-know.
Reviews/surveys in question of violation to terms of services will be evaluated and treated according to the updated survey removal guidelines that accommodate both CRFA and HMA policy.

Automated Survey Removal Process

To more effectively evaluate survey/review appeal requests, surveys/reviews in question of violation to terms of service will be processed and reviewed directly through the SureCritic platform.

Survey Appeal Escalation Process

Features:
- Survey and review appeals will be processed and reviewed directly through the SureCritic platform.
  - SureCritic Admins will review and update the survey/review appeal status within 5 business days.
- All dealer staff with a SureCritic account can submit a survey appeal through the SureCritic platform.
- Managers will have visibility to the appeals submitted by their staff by opting in to receive an email notification alerting them of when a survey appeal is submitted.
- The appeal button is removed after 10 days of the review being completed. Appeals can still be accepted after the 10-day period as long as it is approved by HMA.
Benefits:
- Saves time - This process removes the steps of writing and forwarding emails between the dealer, the region, national, and up to SureCritic.
- Faster resolution

Appealing a review can have 2 possible outcomes:

Removal (Spam) - Violates HMA guidelines and/or SureCritic review policy. Survey/review is removed from the program/dealer's stats and suppressed from BRP site for violating the SureCritic review policy.
Denied Appeal - A request that doesn't violate the SureCritic review policy or HMA removal guidelines.

Appeal Options for Surveys and Reviews

Customers have the option to write a SureCritic review following the completion of their HCR, HSR, or CPO survey. The appeal options are different based on if a public SureCritic review was posted to the dealer's public SureCritic review site (Appeals will only be reviewed based on the selected option).

HCR/HSR/CPO Survey

The customer completed the HCR, HSR, or CPO survey and elects not to write a public review. The survey is private.

SureCritic Public Review

The customer completed the HCR, HSR, or CPO survey and elects to write and post a public SureCritic review. Review content is public.

HCR Survey vs. Public SureCritic Review Appeal Options

Surveys and public reviews have different criteria for removal.

Survey Appeal Options
Public Review Appeal Options

HSR or CPO Survey vs. Public SureCritic Review Appeal Options

Surveys and public reviews have different criteria for removal.

Survey Appeals Options

Public Review Appeal Options

Survey/Review Removal Guidelines - Examples

Example - Consumer Affairs Buyback Case Only

Example - Obvious Rating Error

Customer comments are overwhelmingly positive and may explicitly call out a 5-star rating.
All Sales/Service categories are rated 'Exceptional' with perfect or near-perfect NPS score and a 1-star overall rating.

Example - Previous or Non-owner Surveyed

Customer comments clearly indicate any/all of the following:
- They do not own a Hyundai vehicle.
- They did not recently purchase a Hyundai vehicle.
Householding cases will not be considered for removal.
- Customer who did not have a firsthand experience with the dealer (not at the store) leaves a review on behalf of their spouse, child, parent, or other family members.

Example - Exclusive Non-Service/Sales Department Experience

Though operating as different departments, Sales and Service are both under the Hyundai Brand. When submitting an appeal as an "Exclusive Non-Service/Sales Department Experience", the following must be very apparent:
- Customer comments should mention an exceptional service experience and leave a negative review about the sales department, or vice versa. Service category ratings should clearly indicate not applicable, or vise versa.
- All Sales/Service categories are rated 'Exceptional' with a low overall rating.

Example - Advertising, Spam, or URLs

Example - Private Information or Wrong Email/Phone Example - Profanity (in the public view)

Example - Accusation of Criminal Activity

Example - Never a Customer

Cases that DO NOT qualify

The below situations will not be reviewed or considered for removal:
- Any claims that the person who completed the survey was not the same as the purchaser (survey may be completed by spouse, family member, friend, etc.). Survey comments must indicate survey was sent in error for survey to be removed.
- Customer claims to have made a mistake on the survey
  - Except in cases of an obvious rating error: survey/review rating selections conflict with the entire context of the other survey answer selections or customer comments.
- Using any "facts" or "evidence" to dispute a customer's perception (details/evidence outside of the survey will not be considered for review).
  - Examples of evidence that will not be considered for review: Text messages, emails from the customer, voicemails, letters, etc.
- Consumer affairs cases.
- Product related issues such as campaigns, lot damage, warranty, or customer pay.

How to Submit an Appeal

Steps to Submit a Survey Appeal

Step 1: Select survey in the question of violation to terms of service. Appeal must be submitted within 10 days of completion date.

Step 2: Select the reason for removal from the list provided.

Step 3: Submit the survey appeal for review by clicking on the "Submit Appeal" button.

Escalation Process: RDR Cancellations/Unwinds & Internal ROs

Appeal Requests: Unwinds/RDR Cancellation (HSR & CPO)

Hyundai regional staff can escalate an unwind/RDR cancellation appeal to SureCritic

HMA user sends email to appeals@surecritic.com
- Subject - Cancel Appeal Request VIN
- Include VIN, Customer Name, Dealer Code, Dealer Name, and a screenshot of the RDR Cancellation (see below for examples)
- Caveats:
- Five business day turnaround time from SureCritic.

Unwind/RDR Escalation Process

WebDCS RDR Cancellation Screenshot Examples

WebDCS RDR search screen with status "CAN"

SAP RDR Cancellation Screenshot Examples

SAP Vehicle History screen showing line item Cancel Registration (RDR)

SAP Retail Sales Report showing VIN with an RDR record type "CAN"

Appeal Requests: Internal RO (HCR)

Hyundai regional staff can escalate an Internal RO appeal to SureCritic

HMA user sends email to appeals@surecritic.com
- Subject - Body Shop RO Appeal Request
- Include VIN, Customer Name, Dealer Code, Dealer Name, and a screenshot of the Internal RO (see below for examples)
- Caveats: