FAQs for Vendors
How can a vendor respond to a review?
We allow, and encourage, all vendors to respond in a constructive and respectful manner to reviews left on their profile pages. For guidance in this process, vendors may access their vendor portal to find more details on leaving a response via our platform.
What should we do if we receive a negative review?
We understand a negative review can be upsetting. As a reviews platform, we provide an opportunity for vendors to address misunderstandings or issues. A vendor’s response to a negative user review has the potential to result in a positive experience for both vendor and reviewer, as well as demonstrate to other software shoppers a great customer service experience. Please see our guide to addressing negative reviews as well as this blog post about the positive outcomes of negative reviews.
Will my responses to reviews be sent to the reviewer?
When submitting a response to a review through your vendor portal (Capterra and GetApp), there will be an option to select to “Send response to reviewer.” You may send the response to the reviewer regardless of whether the reviewer decided to publicly display their information.
Will we be notified of a new review submission for my product?
No, vendors are sent a notice only after a review has been published by our team. To avoid confusion from spam or reviews that do not pass our QA process, no notifications are sent upon a review submission.
We didn’t ask for this review to be published to our profile - why was it published on your site?
Visitors to our sites are free to submit reviews to our QA process on whichever software they choose. As an unbiased, user-driven reviews platform, we do not ask for consent from the vendor before a review is published. All vendors are treated equally in this respect and cannot opt out of receiving reviews. In this way, our reviewers generate valuable content that help our other community of software shoppers make informed decisions.
May a vendor request its profile or product listing be removed from your site?
Like all online reviews platforms, we endeavor to provide our users with software product directories that are as comprehensive as possible. As such, our policy is not to remove product listings from our sites unless: (i) the product listing does not fit within one of the existing software categories (or “directories”); (ii) the vendor can provide evidence that product is no longer actively being marketed and/or sold to the public; or (iii) the listing or profile fails to comply with our guidelines.
Why is a review submitted in the past just now being published?
In our ongoing efforts to improve our service, we periodically audit our reviews database. And, as our ability to vet these reviews improves, we may find past reviews that still contain entirely valid content that we can now publish. These reviews will display in the order of their submission date. Because there is currently no time stamp on verified reviews, we treat these past reviews the same as all other verified reviews submissions. We publish them exactly as they were originally submitted.
We flagged a review for investigation, but it was not removed. Can you tell us why?
If a review was not removed following your investigation request, this means that during the course of our investigation our team found the flagged review to be in compliance with our site guidelines. While we cannot provide further details about the investigatory process, we can confirm that the reviews team devotes significant time and effort to investigating every escalated review and evaluating the review against our site guidelines.
The reviews on our profile mention features we no longer offer – can we remove those reviews?
A review cannot be removed simply because it is referencing features that are no longer actively supported. If the review was valid at the time of submission, it is reflective of the user’s experience with that software at that point in time. While recent reviews are more likely to reflect a product’s most current set of capabilities and most relevant experiences, it is important for our shoppers to consider how reviews about a vendor have progressed over time as the software as developed.
Does your site share the contact information of a reviewer with a vendor?
Our site does not share the personal contact information provided by the reviewer along with a submission to any vendor, though certain non-private information such as name and company may be publicly displayed alongside a review to provide important context to our site users (except in cases where reviewers have opted to submit an "anonymous" review.
As a vendor, would any evidence we provide along with a review be considered in its evaluation?
Yes, we consider all information when investigating a flagged review. However, we are unable to act as an intermediary between vendors and reviewers. As an unbiased reviews platform, we cannot make decisions based on interactions that took place between a vendor and a reviewer outside of our site. Because we are not able to validate private communications, such as email exchanges or phone conversations that happen outside of our site, these can be unreliable. Therefore, we consider outside communications as one aspect among the many that make up our investigation. More details about our investigation process can be found here.
We do not know this reviewer. We do not believe they are a user of our software. How could they leave a review?
- Software buyers who evaluate multiple tools before purchasing software. We believe these evaluative experiences (in a proof of concept or with trial versions) are valid experiences in their own right and thus worthy of sharing with our user community.
- Software accounts that are shared by multiple users or business units at a single company. The reviewer may not be the account owner and thus may be unknown to the vendor.
- Vendor contracts that are signed under a company name, not by an individual.
- Reviewers who change jobs and have used the software at their previous company.
- Users who submit under a name other than the name used on their contract with the vendor. For example, “Bob” rather than “Robert”, or the use of a maiden name.
- Users who enter an alternative name for their current company, such as initials or a shortened name, or a parent or sister company, rather than the name used on their vendor contract.
- Users who opt to use an abbreviated or screen name to maintain their anonymity.
- Reviewers who log in with LinkedIn but choose to remain anonymous. These users have been validated by our Reviews team, but their reviews will not display any identifying information. Learn more about anonymous reviews.
As a neutral content platform, we rely on our reviewers to provide accurate and honest descriptions of their software experiences. In keeping with our efforts to provide the broadest possible picture of the software industry, we try not to limit the types of software experiences that are shared on our site. Because any software user has a valid experience to share, a reviewer is not required to be the account owner or to have been in direct contact with the vendor.
We received multiple reviews for our product from reviewers working at the same company. Is this allowed?
Yes, there are no restrictions as to how many reviewers from the same company may review a given product. As co-workers often use the same product in different ways, we feel that providing these multiple viewpoints is a valuable service to our community. However, any one reviewer is prohibited from writing more than one review of a product within a short time period.
Are vendors allowed to ask for a review in exchange for an incentive?
- These incentives must be offered to all reviewers, regardless of whether they leave a positive or negative review.
- Vendors found using incentives to influence the content of a review will result in the review’s removal.
- Vendors are required to notify Capterra if they source reviews in exchange for an incentive.
Please refer to our guidelines section About Incentivized Reviews.
Why were some of our users emailed by your site about reviews?
Most of our reviews come from users posting reviews directly on our site or in response to our in-house reviews campaigns (which are targeted to our own database of site members). Users are added to our database voluntarily as they leave reviews on our site, sign up for our mailing lists, or phone our in-house sales teams. While visiting our site or when responding to our reviews campaigns, users are free to review any software they wish. We may then email these users about reviews from time to time based on their past interaction with one of our sites.
May a vendor contact a reviewer to request that they remove their review from the vendor’s profile?
We encourage interchanges between vendors and reviewers via our review response mechanism. Vendors should not contact a reviewer, either directly or indirectly, with the goal of getting a review removed or edited. Capterra does NOT condone, and has a zero tolerance policy for, any threats or bullying of our reviewers. If we receive a report that a vendor has reached out to a reviewer to request a review to be removed/edited, or harasses that reviewer in any manner, we encourage the reviewer to contact our site immediately by emailing email@example.com. Based on the results of our investigation, the offending vendor may be subject to site penalties as well as legal redress.
Why are vendors prohibited from submitting reviews on behalf of their customers?
Though no fraud may have been intended, when a third party submits a review on a reviewer’s behalf, we have no way to determine whether the content was submitted with the reviewer’s consent or if the original content has been modified in any manner. When we identify a customer review submitted by a vendor, we will disable the review. The original reviewer is encouraged, following such disablement, to submit a review in their own right directly to our site.
Do you treat reviews for products by paying vendors differently than reviews for products by non-paying vendors?
All reviews for all vendors across all directories are subject to the same Quality Assurance process, regardless of whether or not they are a paying client. We make every effort to ensure that our reviews team is completely unbiased and unmotivated by revenue. This is one of the primary reasons the reviews team is separate from the sales and marketing teams.
Why are vendors found to have participated in fraudulent reviews activity not banned from your site?
We believe that providing a full catalog of software across a variety of categories is more important to our users than removing a listing altogether. Instead, we look to penalize vendors for fraudulent activity in other ways, such as flagging their profile for fraud as a warning to software buyers. In this way, we provide valuable information to software shoppers that would not be evident were we to simply remove the profile from our catalog.
Our software has been penalized, what can we do?
In the event that your software page displays a penalty and you’re unsure why, reach out to the reviews team through your vendor portal for a brief synopsis of the activity that led to the penalties, along with additional details about the penalty.
What should we do if someone is blackmailing us by threatening a negative review?
We do not facilitate arbitration. We are not mediators and cannot intervene in disputes between our reviewers and vendors. If you feel you are being harassed or threatened, we suggest you contact applicable law enforcement.
If a negative review does not meet our guidelines, please flag the review for investigation through the vendor portal. Our team will investigate accordingly as per our standard investigation procedures.
What is the “Reviews as a Service” program?
The free Reviews as a Service program helps vendors recruit reviews for their product listing by allowing Capterra to email their customers asking for a software review in exchange for a nominal incentive. Reviews collected are displayed across the Gartner Digital Markets network: Capterra, GetApp, and Software Advice. You may learn more about the RaaS program by speaking with an account representative or clicking here.
How are reviews sorted on product pages?
Reviews are by default sorted by Most Helpful to software buyers, driven by our proprietary algorithm reflecting the depth and quality of the review, recency of experience, and other factors. As a neutral reviews platform, the star rating of the review is not considered in the “Most Helpful” ranking, and there is currently no voting mechanism that would allow site visitors to influence the ranking. This default sorting algorithm has been applied across every product profile for every vendor at the site level. Users of the site may choose to change the sort to other options, such as Most Recent or Highest Rating.
Why is there a delay shown between the date submitted and the notice of publication?
When a review is submitted, it goes through our QA process, conducted by a team dedicated to ensuring published reviews meet our guidelines. We aim to publish reviews within a few business days of being submitted, though during busy times, the delay may be longer. Vendors are then notified when reviews are published.
May a vendor opt out of participating in the reviews program?
As a neutral reviews platform, we endeavor to provide our users with reviews directories that are as comprehensive as possible. As such, our policy does not allow vendors to opt out of our reviews program. Whether or not vendors choose to participate in collecting reviews, we will publish reviews we receive about any product listed in our catalogs, as long as it passes our QA process and meets our guidelines.
Are resellers listed on your site and can resellers respond to reviews?
Lead Gen: We allow authorized resellers to participate in our lead generation programs. However, if the parent company expresses interest in lead generation for their product, the parent company will take precedence and the reseller will be disabled.
Product Listings: Because Product Listings are reserved for the companies that own the products, we do not list resellers, integrators, consultants and other partners in product listings.
Reviews: A reseller or partner that has signed up for a profile is able to respond to reviews provided that they disclose in their response that they are a reseller or partner for the company that owns the product.
Why was a reviewer able to review the same product twice?
We understand that experiences with a software can change over time, and we believe this is an important point of consideration for software shoppers. Because of this, multiple reviews by the same user may be displayed under the same product profile if at least six (6) months of time has elapsed between each submission.
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