2GIS Review Moderation: Rules, Removal Reasons, and Advice for Businesses

How 2GIS review moderation works

The moderation team checks reviews for compliance with platform rules: acceptable language, relevance to the business, signs of spam, and the authenticity of the described experience. The goal is not to remove every piece of negative feedback but to maintain useful, accurate information for users who rely on reviews to make decisions.

It is important to understand that a negative but rule-compliant review will likely stay. Moderation does not replace the dialogue between a business and its customers, nor does it solve operational problems. Companies therefore need a dual strategy: legally sound complaints for genuine violations, combined with high-quality public communication for everything else.

Which reviews are most likely to be removed: rules with examples

Below are the categories where the probability of removal is highest when the complaint is properly prepared and documented.

• Insults, personal attacks, hate speech, and discrimination.
• Publication of personal data: phone numbers, addresses, documents.
• Spam and promotion of third-party services or external links.
• Fake reviews with no indicators of a real customer interaction.
• Profanity and explicit offensive language.
• Content unrelated to the actual experience of interacting with the company.

How to file a complaint that gets a substantive review

The structure of your complaint should be as straightforward as possible: a link to the review, a quote of the problematic passage, the specific rule that was violated, and your supporting evidence. Avoid lengthy emotional narratives -- the moderation team works far more efficiently with facts and clear references to the platform guidelines.

For borderline cases, attach materials from your CRM, customer correspondence, and internal logs. A structured format of "fact, source of the fact, conclusion" works well. This approach speeds up the review process and significantly reduces the likelihood of receiving a generic, boilerplate rejection.

If your complaint is denied, do not resubmit the same text. Only file a follow-up after you have strengthened your arguments and added new evidence that was not part of the original submission.

Prevention: how to reduce the share of conflict-prone reviews

The most cost-effective way to lower reputational losses is prevention. Set up a fast feedback collection process immediately after service delivery and resolve complaints before the customer feels compelled to post a public negative review. Catching dissatisfaction early is significantly cheaper than managing it after it is already visible to everyone.

Train your staff on communication in stressful situations: how to apologize, how to set a resolution timeline, and how to document commitments. The majority of negative reviews are written not because of the problem itself but because the customer felt ignored or dismissed by the business during the resolution process.

Conduct a monthly review of complaint themes and update your response scripts accordingly. When processes improve systematically, moderation cases become rare exceptions rather than a constant operational burden that drains time and energy from your team.