Suspected Malicious Review by Competitor – No Response on ECOHELP-109591

Marketplace General Discussion
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1

Hi Atlassian team,

We are a Marketplace vendor and are currently dealing with what appears to be a review submitted (one star) without actual app usage, and potentially by an affiliated competitor in the same category.

We have opened support ticket ECOHELP-109591 and provided detailed backend evidence, including:

  • Timestamp verification showing the review was submitted before the app was accessed

  • Confirmation that no feature usage occurred

  • Additional context indicating a possible competitor affiliation

However, despite providing complete documentation, we have not received any response or update on the ticket.

Our concern here is not about negative feedback — we fully respect the Marketplace review system. Our concern is about review integrity when a review appears to be submitted without usage and possibly influenced by competitive interests.

We would appreciate clarification on:

  • Expected SLA for review-related investigations

  • Whether there is an escalation path when a ticket remains unaddressed

  • How Atlassian evaluates potential competitor conflicts in reviews

We are simply seeking fairness and timely handling of the issue.

Thank you.

2

Hi YongZhao,

We encountered a similar situation in the past, when two negative reviews arrived one by one and were clearly linked to competitors in our category.

From our backend data, it was evident that the end customer did not attempt to configure or meaningfully use the app beyond the default installation state. We contacted Atlassian Support and provided supporting evidence. Unfortunately, we did not receive a response for an extended period. We followed up multiple times and eventually opened a duplicate support ticket to draw attention to the case.

In the end, Atlassian informed us that, based on their internal data, the reviews were considered eligible because the customers had technically installed the app, regardless of actual usage or configuration.

So in short, you are on you own in this fight.

3

This is standing policy, as per article 9.2. Third Party Marketplace Apps on Marketplace. of the Atlassian Marketplace Partner Agreement.

The gist is that you agree that Atlassian is no party in any and all conflict between partners.

4

Hi everyone,

An update on this case:

The ticket (ECOHELP-109591) has now been reviewed and resolved, and the review in question has been removed.

We appreciate the Marketplace team for investigating the matter thoroughly. The outcome confirms that when sufficient evidence is provided, review integrity concerns are taken seriously.

Thank you to those who offered guidance.

5

We’ve had issues like this before, where reviews have been posted by people affiliated with our competitors and we weren’t able to get them removed.

Some individuals and companies are not following the community guidelines that we try to uphold.

6

+1 We have encountered the same situation.