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<title>11. Reviews, Trust & Safety — Balinyaar docs</title>
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<a class="brand" href="../index.html"><span class="dot"></span> Balinyaar docs</a>
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<p class="tagline">Trust-first home-nursing marketplace · Iran</p>
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<nav><div class="group"><div class="label">Start here</div><ul><li><a href="../index.html">Docs home</a></li><li><a href="../overview/platform-summary.html">Platform summary & ground truths</a></li></ul></div><div class="group"><div class="label">Business requirements</div><ul><li><a href="index.html">Overview & MVP scope</a></li><li><a href="01-actors-and-onboarding.html">1. Actors & onboarding</a></li><li><a href="02-nurse-verification.html">2. Nurse verification</a></li><li><a href="03-service-catalog-and-pricing.html">3. Service catalog & pricing</a></li><li><a href="04-search-and-matching.html">4. Search & matching</a></li><li><a href="05-booking-and-scheduling.html">5. Booking & scheduling</a></li><li><a href="06-evv-and-service-delivery.html">6. EVV / service delivery</a></li><li><a href="07-cancellation-and-refunds.html">7. Cancellation & refunds</a></li><li><a href="08-payments-and-escrow.html">8. Payments & escrow</a></li><li><a href="09-installments-bnpl.html">9. Installments / BNPL</a></li><li><a href="10-payouts.html">10. Payouts to nurses</a></li><li><a class="active" href="11-reviews-trust-and-safety.html">11. Reviews, trust & safety</a></li><li><a href="12-messaging-and-emergencies.html">12. Messaging & emergencies</a></li><li><a href="13-tax-invoicing-and-legal.html">13. Tax, invoicing & legal</a></li><li><a href="14-notifications-and-admin.html">14. Notifications & admin</a></li></ul></div><div class="group"><div class="label">Database model</div><ul><li><a href="../data-model/index.html">Overview & decisions</a></li><li><a href="../data-model/diagrams.html">Diagrams</a></li><li><a href="../data-model/01-identity-and-access.html">1. Identity & access</a></li><li><a href="../data-model/02-geography.html">2. Geography</a></li><li><a href="../data-model/03-services-and-pricing.html">3. Services & pricing</a></li><li><a href="../data-model/04-verification-and-credentials.html">4. Verification & credentials</a></li><li><a href="../data-model/05-booking-and-scheduling.html">5. Booking & scheduling</a></li><li><a href="../data-model/06-payments-ledger-and-refunds.html">6. Payments, ledger & refunds</a></li><li><a href="../data-model/07-payouts.html">7. Payouts</a></li><li><a href="../data-model/08-bnpl.html">8. BNPL / installments</a></li><li><a href="../data-model/09-messaging.html">9. Messaging</a></li><li><a href="../data-model/10-reviews-and-records.html">10. Reviews & records</a></li><li><a href="../data-model/11-notifications.html">11. Notifications</a></li><li><a href="../data-model/12-audit-config-and-reference.html">12. Audit, config & reference</a></li><li><a href="../data-model/13-partner-centers-and-future.html">13. Partner centers & future</a></li></ul></div><div class="group"><div class="label">Payments deep-dive</div><ul><li><a href="../payments/index.html">Overview & exec summary</a></li><li><a href="../payments/iranian-payment-reality.html">Iranian payment reality</a></li><li><a href="../payments/escrow-ledger.html">Escrow as a ledger</a></li><li><a href="../payments/bnpl-landscape.html">BNPL landscape & finding</a></li><li><a href="../payments/cancellation-and-payout.html">Cancellation & nurse payout</a></li><li><a href="../payments/integration-notes.html">Integration & schema touchpoints</a></li><li><a href="../payments/sources.html">Recommendations & sources</a></li></ul></div><div class="group"><div class="label">Research & strategy</div><ul><li><a href="../research/index.html">Overview & exec summary</a></li><li><a href="../research/market-and-competitors.html">Market & competitors</a></li><li><a href="../research/problems-and-risks.html">Problems & risks</a></li><li><a href="../research/verification.html">Verification (research)</a></li><li><a href="../research/legal-landscape.html">Legal landscape</a></li><li><a href="../research/go-to-market.html">Go-to-market & sources</a></li></ul></div><div class="group"><div class="label">Notes & more</div><ul><li><a href="../notes/open-questions.html">Open questions</a></li><li><a href="../notes/future-ideas.html">Future ideas</a></li><li><a href="../wireframes/index.html">Wireframes</a></li><li><a href="../fa/index.html">Farsi documents</a></li></ul></div></nav>
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<h1 id="11-reviews-trust-safety">11. Reviews, Trust & Safety</h1>
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<p><a href="index.html">← Business Requirements</a></p>
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<h2 id="a-business-requirements">(a) Business requirements <a class="anchor" href="#a-business-requirements" aria-hidden="true">#</a></h2>
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<ul>
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<li>A customer can leave <strong>one review per completed booking</strong> (rating 1–5 + free text), tied to a verified, completed, on-platform booking.</li>
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<li><strong>Moderation:</strong> reviews enter <code>pending_moderation</code> and are not public until approved by an admin (or an AI moderator). Aggregate nurse rating/counts are recomputed on <strong>every</strong> review status transition — publish, <strong>hide</strong>, reject, unpublish — so hiding a 1-star review never leaves a stale, inflated average.</li>
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<li><strong>Low-rating alerting:</strong> a rating at or below a configurable threshold (default ≤ 2) with negative content automatically raises a <code>support_alerts</code> row for the support team to investigate.</li>
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<li><strong>Incident handling:</strong> rapid-response protocols with immediate suspension on credible complaints; structured family check-ins and easy in-app concern flagging (the patient is not the sole information source); high-acuity cases routed only to appropriately verified nurses.</li>
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</ul>
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<h2 id="b-iran-specific-considerations">(b) Iran-specific considerations <a class="anchor" href="#b-iran-specific-considerations" aria-hidden="true">#</a></h2>
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<ul>
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<li>The buyers are <strong>vulnerable people</strong> cared for <strong>unobserved at home</strong>; a single incident can destroy a fragile, trust-first brand — so moderation, low-rating alerting, and immediate suspension are core, not optional.</li>
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<li>Verified-trust is the brand; reviews must be bound to real completed bookings to resist fake-review fraud (gig-marketplace fraud is ~2× elsewhere, mostly impersonation).</li>
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</ul>
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<h2 id="c-mvp-vs-deferred">(c) MVP vs DEFERRED <a class="anchor" href="#c-mvp-vs-deferred" aria-hidden="true">#</a></h2>
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<li><strong>MVP:</strong> one-per-completed-booking customer reviews; moderation with full recompute-on-every-transition; low-rating <code>support_alerts</code>; manual incident suspension.</li>
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<li><strong>DEFERRED:</strong> two-way (nurse-reviews-customer) double-blind reviews with timed reveal; structured review-tag aggregation (<code>review_tags_master</code> / <code>review_tag_links</code> modeled but a phase-2 nicety); a dedicated <code>incidents</code> entity; ML fraud scoring.</li>
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</ul>
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<h2 id="d-supporting-database-entities">(d) Supporting database entities <a class="anchor" href="#d-supporting-database-entities" aria-hidden="true">#</a></h2>
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<p><code>reviews</code> (moderation status, recompute triggers), <code>review_tags_master</code>, <code>review_tag_links</code>, <code>support_alerts</code> (low-rating, fraud-signal), <code>nurse_profiles</code> (denormalized aggregates), <code>audit_logs</code>.</p>
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<blockquote><p><strong>Related:</strong> Data model — <a href="../data-model/10-reviews-and-records.html">Reviews & Records</a>.</p>
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</blockquote>
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