Suggestions

Currently, if a review has been pending editorial approval for an extended period of time, the admins are to debug the issue and then escalate the issue to management. I believe creating a process where the admins can issue an editor scorecard through the author dashboard and approve a review for publication if the review receives a good score would reduce the number of times this issue comes up and also reduce the number of related emails.

Some reviewers are reporting that they were removed from Level 6 without any notification to let them know why. This leaves them confused, wondering what happened. Due to the several requirements for Level 6, it can be confusing checking for the specific reason. An email to the reviewer with the reason for removal will help them understand where they went wrong and they can do better next time. It would also save time for the Support Team having to look up why.

I have been a Kindle Unlimited member for many years. Because of this, I pay a monthly fee and can borrow or purchase books at a discounted rate. This was fine, and the administration even stated that the monthly fee was equivalent to the amount I would spend on the purchase price of a book. Now, with this verified purchase stamp, it is no longer true. Amazon will not mark your purchase as verified if you acquire it at a discounted price, and therefore, OBC will not process your review for payment. I have sent screenshots of my invoices and copies of the Amazon reviews to Admin, but to no avail. I have a couple of hundred dollars worth of reviews that are just sitting there in limbo. I am recommending that for Kindle Unlimited members to be able to get paid for their reviews, which they worked so hard for and followed all of the rules. If you have proof that you purchased the book and wrote the review on Amazon, that will be enough.

I strongly recommend that any new features or third-party integrations—such as the recent Stripe identity verification process—be thoroughly tested and verified to work as intended before being rolled out on the OnlineBookClub platform. The current Stripe setup has caused unnecessary confusion and frustration. This type of oversight not only delays member onboarding but also undermines user trust. Please ensure that all such integrations are tested from a user’s perspective, including error handling and account recovery, to prevent similar issues in the future.

In cases where automated systems fail due to no fault of the member, there should be a clear protocol to allow manual review and payment processing. This is especially crucial when the member has already provided services like editing or reviewing, from which the platform has already benefitted. Ignoring such cases hurts credibility and may discourage contributor engagement long-term.

Since Twitter has changed to X, a client has suggested we updated this.

Members have expressed concerns that sudden verification requirements—especially those that block payouts—appear to be a method of avoiding payments. To maintain transparency, the platform should offer clear, upfront communication on why a verification step is necessary, how it affects existing funds, and what recourse is available if the system fails. Trust in the platform depends on users feeling fairly treated.

While it's understandable that new verification methods are sometimes necessary to maintain site security and credibility, applying them retroactively to long-standing members who have already been verified multiple times creates unnecessary frustration and delays. Please consider exempting trusted members—especially those with consistent histories and internal roles like Editors or Admins—from repeated verifications. This will help preserve goodwill and reduce unnecessary support burdens.

Okay so one thing ive noticed during my case going on with the beligerant author is that when im talking to certain people that are helping I then get bounced around to another on the next message. They dont know what's going on and then when you reply its another person. Its like playing the telephone game with only limited information going through/ getting changed and im sorry but its not professional at all. Also when your account is banned / on hold you CAN NOT REACH A CERTAIN INDIVIDUAL SUPPORT STAFF, because it won't let you. So the only way is through the random generator email way. There NEEDS to be a system where IF your talking to a certain person whoever gets it next should transfer it to that person. They should not try to "Help" or "Answer" and close the email because they dont know the issue or are not as invested as the one you had been talking too. I know there are a LOT of people on the Support review team and this is why there NEEDS to be a delegated system to where all emails get transferred back to the current Rep unless specifically asked for another. Also on that note whoever is an Authour / Publisher on the site should NOT HAVE ACCESS to being able to be a Support Staff / Representative / Reviewer because of the issue I am currently going through. It gives them too much leeway to abuse power and make falsifications to the honest Reviewers who are doing their jobs. Your either one or the other an Author or a Reviewer / Support member. Please make this happen, because I know for myself it's driving me crazy / making my case go on for far longer than necessary.

Allow users to correct any typo in their email address during Stripe verification so that they can seceive the OTP and complete the process.