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Correcting scores and best answers

What we can fix, what we cannot, and how long it takes.

Last updated
Draft for review. Confirm bracketed items and have counsel review before publishing.

In short

  • We fix counting errors, fraud and marks changed by the wrong person.
  • We do not overrule a good-faith choice of best answer.
  • Confirmation in 5 business days, a decision in about 30, one appeal.

What this policy covers

This policy explains how to ask us to fix a trust score, a helpful count or a best-answer mark that is wrong because of a counting error, fraud or misuse. How scores are calculated is explained in our methodology.

For suspensions, removed content or other moderation decisions, use the appeals process in our community guidelines.

What we can correct

  • Miscounted marks. Your score or helpful count does not match the marks your replies actually have.
  • Fraud. Your score was raised or lowered by fake accounts, traded marks or a compromised account, yours or someone else's.
  • A best-answer mark changed by the wrong person. Only the Wave's author or a moderator of that Flow can mark or change a best answer. If someone else did, or an account was hijacked to do it, we will put it back.
  • Points left over from content that broke the rules.

What we cannot change

  • Which answer is best. That is the choice of the person who asked, or the Flow's moderators. We do not overrule a good-faith choice, even if we would have picked differently.
  • The weights in the formula. They are the same for everyone. Suggestions are welcome at support, but they are not disputes.
  • How many people found your answer helpful. We fix counting errors, not opinions.
  • A Flow's own rules. Ask that Flow's owner first.

How to ask for a correction

Use the form below or email [email protected] with the subject line "Score correction". Send one request per problem.

Please add your name.
Please add a valid email.
Please choose one.
Please add the link.
Include any evidence, such as dates or the accounts involved.Please describe the problem.

Request received

We will confirm within 5 business days. A person, not a script, reviews it.

What happens next

  1. We confirm we got your request within 5 business days.
  2. A person at Dium reviews the counts and the account activity behind them.
  3. We aim to decide within 30 days. If we need longer, we will tell you why. [Confirm 5 and 30 day targets are staffable]
  4. We email you the outcome and the reasons. If we correct something, the score updates straight away.

We may also correct scores on our own when we find fraud. If that lowers your score, we will tell you why.

If you disagree with the outcome

You can appeal once, within 30 days, by replying to our decision email. A different person reviews it. Their decision is final for that request. [Confirm a second reviewer is available]

We keep a record of each request and decision for [retention period].