# Event social complaint response card

Use for a public event account. Replace every bracket with a verified route. This is not a refund, moderation or emergency policy.

| Public post / platform / time | Issue and scope | Public reply owner | Private case route and ID | Operations/support owner | Confirmed facts | Next action / due | Wider notice needed? | Final status |
|---|---|---|---|---|---|---|---|---|
| [ ] | [individual / shared / safety / abuse / fraud] | [ ] | [ ] | [ ] | [ ] | [ ] | [ ] | [ ] |

## Individual ticket or order concern

“Thanks for flagging this. We are checking [general issue]. Please contact our event support at [verified private route] so the team can review your case securely. We will update the public event information if the issue affects others.”

Do not ask for order IDs, email, payment data or identity documents in a public thread. Confirm that the private route is staffed. Do not promise a refund or correction before the responsible team checks the case.

## Shared access or timing problem

“We have confirmed [specific fact affecting attendees]. The current event information is at [verified canonical page]. We will post the next update at [time and time zone]. For individual ticket help, use [private support route].”

If the cause or resolution time is unknown, say so. Update the canonical event page and keep the social notice consistent with it.

## Moderation and escalation decision

| Question | Answer / responsible person |
|---|---|
| Does the post contain someone else’s private information or abuse? | [ ] |
| Which current platform and event rule applies? | [ ] |
| Is the issue urgent safety, harassment or fraud requiring a specialist? | [ ] |
| Who can hide, report or restrict a post under that rule? | [ ] |
| Who confirms the private case is closed and whether public information needs correction? | [ ] |

Negative feedback alone is not a reason to assume a post should be removed. Follow the current platform rules and event policy. Keep restricted case evidence out of broad social-team chats.