In the course of running a campaign you may be called upon to address a user who either needs clarification as to the rules of the promotion or who is disgruntled with the campaign’s results. The most common source of dissatisfaction from a promotion user is typically ineligibility to enter the campaign or disqualification on the grounds of fraudulent activity. We advise the same transparent and proactive approach practiced here at Wildfire. Responsiveness is critical to informing and placating an upset user.

If a participant is spamming your fanpage wall and raising any type of complaint, try and privatize the conversation by emailing them directly. Explain the situation and offer what help is reasonable. If users have a serious complaint, refer them to Wildfire. If you accidentally remove your promotion, delay announcing a winner, inadvertently delete an entry, or otherwise commit any administrator error, be forthright and clear with your Facebook fans. Post a concise, conciliatory explanation to your fanpage wall to clear up any confusion.