Telling us something is wrong — what happens next
No jargon, no background needed. This is what happens after you tell us something.
Three ways to tell us
- The feedback form or the feedback button — for anything at all: an idea, something broken, a question, praise, or a worry.
- The "report an error" page — if something actually broke. It brings the technical details along so you do not have to describe them.
- "Was this helpful?" in the help panel — if a help page did not help.
You never have to categorise it, guess how serious it is, or know who should get it. That is the system's job.
What happens, in order
- You tell us. It is saved straight away and appears on your own My feedback page.
- Someone reads it. A reviewer decides where it goes.
- It takes one of two paths. Anything to do with beliefs, teaching, or anything personal about a member always goes to a person and is never handed to the automated helper. Straightforward changes can have a fix drafted automatically.
- A person always checks. Nothing reaches the site because a machine thought it was fine.
- It goes live.
- We come back to you. You are asked whether it is actually sorted. If you say Not quite, that opens a fresh follow-up carrying your note — you never start again from scratch.
Who does what
| Who | What they do |
|---|---|
| You | tell us; later, say whether it is really fixed |
| A reviewer | reads what came in and decides where it goes |
| A shepherd | a trusted helper who can ask for a fix to be drafted — without seeing who reported it |
| A coder | writes or checks the fix, and can say "no, not this" with a reason |
| The operator | approves what actually goes live |
| The automated helper | may only draft. It can never approve, merge or publish |
If the answer is "no"
Sometimes a coder decides a report should not be acted on — it cannot be reproduced, it needs more detail, or it is out of scope. That is not the end, and you are not told it is. Until a person has decided what to say to you, your report still reads "Being looked at", because somebody genuinely is still looking at it. Someone then asks for it to be looked at again, hands it to a person, or closes it and writes you a reply saying why. There is no silent rejection.
One promise about honesty
When the site does not know something, it says so instead of guessing. You will see phrases like cannot confirm. That is deliberate: a tidy green tick would be easier, and less true. So "approved" does not mean "live on the site", and the page will not pretend otherwise.