Policy

Business Listing Claim Disputes.

If a business listing on CRSTBL is incorrect, unauthorized, or claimed by the wrong party, here’s how to submit a dispute and how CRSTBL will handle it.

How to submit a claim

Send an email to CRSTBL customer support with subject line CLAIM: [Business Name, City].

Submit to

support@crstbl.com

Include the following in your email:

Legal business name and any “doing business as” (DBA) names
Business address matching the listing being claimed
Your role at the business — owner, manager, or authorized representative
Proof of authorization — one of:
- Business license (photo or PDF)
- Recent tax filing (irrelevant information may be redacted)
- Utility bill or lease in the business name
- Signed authorization letter on business letterhead from the owner
Contact information — email and phone number

How CRSTBL responds

1. Acknowledgment

CRSTBL confirms receipt of the claim within 2 business days and provides a case number for reference.

2. Initial review

CRSTBL evaluates the documentation within 5 business days. If the claim is clean and undisputed, the listing is transferred to the verified claimant and the case is closed.

3. Contested claim

If an existing account holder is already associated with the same business, CRSTBL contacts that party with a 10-business-day response window and requests supporting evidence.

4. Resolution

Once evidence has been reviewed from all parties, CRSTBL applies one of the following outcomes:

Transfer. Ownership moves to the verified claimant. Prior menu, hours, and business data are preserved.
Merge. Multiple legitimate parties are merged into a shared account (rare — typically franchise HQ with an individual location).
Suspend. Listing is frozen pending further documentation from either party.
Reject. Insufficient proof of ownership. Claimant is notified with the reason and may resubmit with additional documentation.

5. Appeals

Either party may appeal a resolution within 30 days by responding to the case email with new evidence. Second-level review is conducted by a different member of the CRSTBL team.

Service-level commitments

What to expect

Initial acknowledgment: 2 business days
Uncontested claim resolution: 15 business days
Contested claim resolution: 30 business days
Appeal review: 30 days from appeal submission

Bad-actor protection

CRSTBL applies the following safeguards to protect legitimate businesses:

Repeat frivolous claims. Claimants who submit two or more rejected claims within a six-month period face a temporary claim suspension for the associated email address and business.
Trademark disputes. Claims involving trademark ownership (parties who don’t hold registered rights to the business name) are escalated to legal review before resolution.
Fraudulent documentation. Any evidence found to be fabricated or altered results in immediate case closure and possible account termination.