- All notifications, messages and emails must be answered within three hours during business hours and within 12 hours during off-hours. If it is not possible to provide the standard reply, the matter shall be brought to the attention of the brand, Digital and possible related parties within these timelines, and the reply process shall be followed up.
- Insulting and/or vulgar messages and spam must be deleted. The reply protocol shall be followed. Other moderation settings of Blacklist and Facebook must be updated according to the directives received from Digital.
- Complaint messages written in appropriate language should not be deleted. They shall be answered within the timelines stipulated above along with an official page avatar, after requesting an appropriate reply from the Customer Notification System or any similar customer care center.
- The following types of messages shall be deleted immediately and the sender banned:
- Messages that contain vulgarity, violence, spam, advertising, insults, aggression or defamation
- Messages that are deleted immediately
- (The user is not banned) Content regarding the competition (positive or negative)
- Messages that are hidden and replied to with a Customer Communication Center (CCC) link
- In cases when a foreign object is found inside the product, or when the question is one we would not want others to see
- Messages that are replied to in a way that others can view
- Reasonable questions, matters that arouse interest, information requests, questions that are suitable for CCC or Corporate Communication to answer, etc.
- Messages that are not replied to
- General messages that express pleasure, messages between users, and normal reactions to the entered content
- NOTE: In cases when the appropriate course of action is not immediately clear, action may be taken after obtaining the opinion of the brand and Corporate Communication or another related person.
Burak Bakay 