Handling an honest negative reaction to a gifted product

An honest negative reaction is information about the creator's experience, not a failure to be edited away. Investigate any factual issue, offer a remedy if appropriate and respect the distinction between correcting an error and changing an opinion.

Ask what happened

Invite the creator to describe the model, setup and conditions. Compare these with the product's current specifications.

If the wrong variant was sent or a part was missing, acknowledge it and provide a replacement or clear instructions. If the product simply did not suit the creator, that is a legitimate outcome of a no-obligation seeding program.

Where a review was commissioned, avoid pressuring the creator to remove a relevant limitation. In its 2026 PhotobookShop matter, PhotobookShop substantively edited a review to remove negative content, and the ACCC issued a second infringement notice following those edits.

Correct with evidence, not pressure

If a statement is objectively wrong, supply the relevant manual, specification or order detail and ask for a correction that preserves the creator's genuine experience.

If a fault appears real, escalate it to the product team and consider whether other customers need information. The ACCC says businesses must not mislead or deceive consumers.

Do not republish an edited clip that turns a mixed assessment into praise. If the creator prefers not to post, follow the original terms. Record the feedback and what the business changed; that learning can be more valuable than a coerced mention.

Correcting Misinformation vs. Pressuring Creators: Key Differences