Once logged into the portal, head over to ‘Mystery Shop Explorer’ to find the mystery shop you would like to appeal. Once you have clicked onto the mystery shop, this will open a new tab.
Right at the top of the page, you will see an option to create a new appeal. Clicking on this will open the appeal window.
Here you can see how many days you have left to appeal the mystery shop – please note that the system will not let you create an appeal if the mystery shop has passed the 14-day window.
Press ‘create’ to begin your appeal.
Here you will need to fill in some details about you, the reason for you appeal and provide a detailed description of why you are appealing the mystery shop.
Please note, if you are appealing more than one question, you must select 'appeal entire survey' within the ‘scope’ field.
When filling in the ‘Appeal Comment’, please be as detailed as possible and include the following:
- The question number
- The question text
- The reason for the appeal
- Timestamps of the video/audio as evidence (if applicable)
If this is not provided, your appeal may be declined.
Ensure you press ‘save’ to submit your appeal.