Reviews FAQ


We created detailed FAQs for Reviewers, Vendors and about our Authentication Process which will help provide answers to some of the most common questions asked about our reviews program.

FAQs for Review Verification and Publication

We have an in-house team of experts who manually go through each review submitted to us. When considering the reviews, all the content is regarded with an equal eye, irrespective of the source. The reviews undergo a rigorous process, where the identity, conflicts of interest and more is assessed by our team, who ensure that your content meets our guidelines. Please read Review FAQs Section to know more.

Yes we publish negative reviews. This an honest platform, where users come to get unbiased and informed opinions on services and technology. We endeavor to provide a neutral platform for the vendors and users to have an open interaction. For this reason, and also to ensure compliance with applicable laws, we do not modify the content or remove an opinion or statement from a valid review.

We believe in constant up gradation and development. The reviews program is also perennially evolving. In the process we may inspect published reviews as they are flagged by our system. With changing standards, if a past review is found incompliant, our team may remove it.

If a review is found to be fraudulent by our team, it will be removed from our site. If the user- reviewer or vendor, is found undertaking suspicious or fraudulent activity, they may be subject to banning or penalties respectively.

ComHQ is vigilant against deception through their review's content. Any reviews found to be fraudulent will be removed, and the submitter of the review will be subject to penalties.

Fraudulent activity may include, but is not limited to, the following:

Attempts by a vendor to influence the reputation of themselves, or another vendor, by:

  • Paid services of a third party, such as a marketing agency, to post reviews
  • Submitting reviews of their own product, or of any software (such as a competitor's product) in which they have a financial interest
  • Submitting reviews on behalf of an actual user, with or without their consent
  • Encouraging reviews to be posted based on false pretenses
  • Discouraging users from posting negative feedback
  • Harassing or bullying a reviewer over a review in an attempt to force it's removal

Vendors should also refrain from reviewing a competitor's product or paying for reviews to be submitted to a competitor's account.

If a reviewer tries to deliberately malign the name of a vendor, or obtain incentives, through false pretenses such as,

  • Writing a review of a software or service without real experience using the product
  • Writing a review of a software or service after being implored by a competitor
  • Giving copied content from another source, including our own site
  • Allowing a third party to post a review on your behalf

A reviewer should not review a product for which they have a conflict of interest or a financial stake in its success.

No. Reviews with conflicts of interest with the vendor are not permissible on the site.

If a review was submitted for a version of the product which was active and being supported at the time the review was submitted, the review will remain published. It is an accurate reflection of what the user's experience was at that point in time.

We have a team of experts who scrutinize reviews before being posted on the site as its final version. We also have supporting technology to achieve the same, fraud proof results. Nevertheless, there is a chance that something undesirable may seep in. You can email us at reviews@comhq.com, providing as much information as possible about the review, and the reasons you believe it should be investigated.

Vendors may log in to their vendor portals for instructions as to how to flag a review.

We take several steps to safeguard against fraudulent reviews. We have technology in place, as well as a team dedicated to moderating reviews. But no system is perfect, and occasionally an inappropriate review may slip through the cracks. In these rare instances, you may flag a review by emailing us at reviews@comhq.com, providing as much information as possible about the review, and the reasons you believe it should be investigated. A part of our internal investigation will remain confidential. There is, however, a process and parameters that are outlined for users.

If and when the requirement arises, we may request proof of use from a user. However, it cannot be completely relied upon as an independent point, in assessing a review.

We treat all our reviewers equally. As such reviews are based on opinions and may not always be supported by facts. We do not fact-check reviews. Our Review team verifies identity, and ensures that it meets ComHQ guidelines.

At this time, we do not accept reviews submitted in languages other than English. Any review submitted in another language would need to be translated into English and re-submitted to our site by the reviewer. We will only accept a translation from the reviewer themselves, as we need to ensure the review is authentic.

Editing that changes the intent and meaning of the review, is never undertaken at ComHq. Editing will be purely to standardize the language and remove errors like typos. Edits may also be made to hide sensitive data such as personally identifying information, or private contract terms that are not intended for public disclosure. The reviewer will not be notified about these edits, which are made at the discretion of our site.

No. A reviewer does not need to be a customer in order to leave a review- so long as they are a direct user of the software or service, they may submit a review.

If the review is influenced by a third party, the reviewer’s experience may not be acceptable. An indirect experience with a software or service is also not acceptable on the site. Actual real time users must submit reviews. Coworkers, or second and third person reviews will not be published.

FAQs for Vendors

Vendors have access to Vendor Portal, on our site. They can give constructive responses to the user reviews.

A negative review can be viewed as an opportunity to address issues and have an overall positive interaction with the user. If taken in the right spirit it can result in an excellent customer service experience for the user.

When submitting a response to a review through your vendor portal, 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.

No notifications are sent to the vendor before a user review. It is only after the review has been posted, the vendor gets a notification.

We are a neutral, user driven forum. There is no consent documentation we need from the vendor before we publish a review on their service or software. Once you have registered as a vendor, you will invariably receive all reviews generated on your service or software.

Our site is the perfect forum to get a huge line up of the best software and service from leading names. We remove product listings from our site under very selective considerations, they are, (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 (iii) The listing or profile fails to comply with our guidelines.

If the review was not removed in spite of it being flagged by you, it can be deduced that it was found to be in compliance with our established guidelines.

Past reviews that may not be relevant to the present software or service are valuable, though not showcasing the most concurrent features. This helps understand the progress and growth of the service or software, through user experience.

Our site does not share the personal contact information provided by the reviewer along with a submission to any vendor. Basic information like 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).

Yes, we consider all information when investigating a flagged review. However, we are not designated as intermediaries between the vendor and the reviewer. We cannot 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, but do not rely completely on it as primary evidence.

Yes. There is no limit as to the number of reviewers from the same company. An experience with a software and service is highly personalized. This way we get multiple perspectives on user experience.

Vendors are permitted to ask their customers for reviews and offer nominal incentives for doing so. ComHQ also sends out periodic email campaigns asking for a software review in exchange for an incentive amount.

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.

ComHQ needs to be notified, if the vendor has sourced review in exchange for an incentive.

ComHQ 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 reviews@comhq.com. Based on the results of our investigation, the offending vendor may be subject to site penalties as well as legal redress.

There is a consent and authenticity question when a vendor or third party submit review. It may not always be defined as fraud, but checking if the content was modified becomes impossible. When we identify a customer review submitted by a vendor, we will disable the review.

We maintain the same framework for all vendors, irrespective of them being paying or non-paying vendors. Our team endeavors to give you the best, they are not driven by revenue.

We penalize vendors for fraudulent activity in other ways, such as flagging their profile for fraud as a warning to software buyers. We give you a complete and unabridged catalogue of what is at your disposal, therefore, we do not rule them out completely.

All reviews for all vendors across all directories are subject to the same 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.

We do not intervene between vendors and reviewers. You can contact law enforcement if the threats are of criminal nature.

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.

The reviews take a few business days before being published on the site as it goes through a rigorous QA process.

Our policy does not allow vendors to come 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.

Lead Gen: We allow authorized resellers to participate in our lead generation programs. However, if the parent company expresses interest in lead generation

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.

The free Reviews as a Service program helps vendors recruit reviews for their product listing by allowing ComHQ 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, ComHQ, and Software Advice. You may learn more about the RaaS program by speaking with an account representative or clicking here.

As long as the review does not malign the reputation of the competitor in any way, it can include a mention of the competitor. The reviews mentioning this information must add value to the content without being negative.

A reviewer may not be an account holder for a number of reasons and thence be unknown to the vendor

There are many valid cases where a vendor might not know a reviewer, based on the information provided along with a review. These cases include but are not limited to the following:

Software/service buyers who evaluate multiple tools before purchasing it.

Software/service accounts that are being 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.

Reviewers who change jobs and have used the software/service at their previous company.

Users who submit under a name other than the name used on their contract with the vendor.

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.

In order to give the best service, we are on a lookout to update our content and mend, periodically. The QA process, carefully screens reviews and if any review is found violating our guidelines, we may exclude it from the site. There are a few factors that decide what kind of reviews can be disabled from our site. Read------------- to know more.

We do not provide updates on the reviews submission on our site.

If an expected review has not been published , there are three likely reasons:

(i) The review has not yet been processed by our QA team
(ii) The review failed to meet one or more of our Community Guidelines and was disabled
(iii) If your team was unable to validate the reviewer.

If our team was unable to validate reviewer identity, and the review was not published, our team will send the reviewer an email asking for additional information. In such a situation after the necessary validation process, the review will be published. But if under any circumstances or point, the review does not meet our guidelines, then we will not send an email to the reviewer or vendor.

No. When submitting a review, a reviewer attests that their statement is an honest reflection of their experience. If the review was based on a bad experience, a retired product feature, or even a miscommunication or misunderstanding on the reviewer's part, it is reflective of the user’s experience with that software, even if later action may have resolved the problem.

No. A review cannot be removed simply because a non-disparagement clause exists in a contract. This will leave ample room for malpractices like vendors influencing the ratings of their service or software. Federal law does not permit the use of non-disparagement clauses in customer contracts.

At a given time, a reviewer is allowed only one review.

Yes, vendors can solicit reviews from their user base outside of our programs, so long as our Community Guidelines are observed. When soliciting reviews, vendors are encouraged to make use of the “Share Your Review Form” links provided within the Reviews section of the Vendor Portal.

All vendors that independently solicit reviews in exchange for an incentive are required to use the Incentivized Review Form link found within their Vendor Portal. The FTC requires that all reviews submitted in response to an incentive offer disclose that such an offer was made. Using the provided Incentivized Review Form link ensures that our system applies the appropriate disclosures to any published review. Please know that any review which is found to have been received in response to an undisclosed incentive offer must be disabled on our site in violation of our Community Guidelines and the FTC.

Pricing is not a desirable content option in the review, instead we look for information that is experiential and, publicly available information. However, as per our Reviews Guidelines, reviews must not violate any legal agreements, and a review disclosing confidential pricing details should be flagged to our attention. Any Pricing information that is not yet public, violates our community guidelines.

At our discretion, we may
i) Mask the sensitive information from public display
ii) Disable the review entirely.

If a review contains sensitive information we will hide this information from public display. Sensitive information may include, but is not limited to:
1. Personally Identifying Information.
2. Private Contract Terms.
3. Information that could harm a reviewer, vendor or another individual
In such cases the text [SENSITIVE CONTENT HIDDEN] will be displayed in place of the original text.

NOTE: We will never edit a review in any way that would change the original intent. If a review is worded such that masking sensitive information would change the intent of the review, the review would not meet our Community Guidelines, and would be disabled.

FAQs for Reviewers

As a user if you have submitted reviews on our site, you automatically agree to opt-in to future communications from us as outlined in our site terms. You can unsubscribe the same, if you choose, by clicking on the “unsubscribe” link in our emails.

For those reviewers who submitted a review as part of an incentive program, the following points will help you understand the process better,

Only published reviews are eligible for an incentive. If you have submitted your reviews, and it has not been published, there is a likelihood that a review did not meet our Guidelines. Unpublished reviews are not eligible for incentives. We do, however, encourage that reviewer to submit reviews in future incentivized review campaigns they remain eligible for.

With an effort to minimize error, our system automatically fulfills gift cards at periodic intervals.

Ensure that the email link to which you responded contained an incentive offer. Only reviews that are submitted after clicking on an incentive link in an email are eligible for an incentive. If you did not click on a link in the campaign email, our system has no way to know that you left the review.

There is always a chance that we would’ve reached out to you for additional information necessary and you may have failed to respond for a number of reasons. This halts the review publication and incentive process.

The gift card confirmation link was not clicked on. We send a confirmation email containing a link that must be clicked on before the actual gift card is sent.

The review by you must have been submitted after the incentive expired or after payout limits were reached.

Also do ensure that you check your Spam and Trash accounts for our gift card offers before contacting our support team.

Fraudulent Practices: Gift card codes are unique, and may only be used by those who have access to the email the cards were originally sent to. Please know that we are able to track gift card balance and identify whether a gift card has been redeemed and used. Fraudulent requests and activity related to leaving reviews in exchange for an incentive, may result in removal from our reviews incentive program.

If the content does not adhere to our established guidelines or if the user credentials and information cannot be verified, the review submitted may be disabled. Additional information could be expected of you and the same communication will be done via an email by our team. Following your review submission, please keep an eye out for an email from us requesting additional details that may be required to publish your review!

As per our reviewer policies, we will never make an edit that would change the original intent of a review. However, we may make simple edits to correct typos or remove non-standard characters. Edits may also be made to hide sensitive data, such as personally identifying information, or private contract terms that are not intended for public disclosure. The reviewer will not be notified about these edits, which are made at the discretion of ComHQ.

If a review does not pass our QA process or is identified by our team as not meeting our Community Guidelines, the review will not be published. Reviews that are not published do not qualify for an incentive, even when submitted in response to an incentive offer. Users may submit another review that meets our guidelines.

While a reviewer may update their own review at any time, only a single review per product/service is allowed within a six-month period. If a second review is submitted by the same reviewer within this timeframe, the older review will be disabled and the newer review will remain published as the most recent experience.

Are reviewers liable for any penalties for leaving fraudulent reviews? If you violate our established guidelines, and submit content that is fraudulent or misleading, then we may take legal action against a reviewer.

Experiencing a product or service is not the same as watching a demo. However, if you used a software during a free trial period, you may review the software, but should indicate that you used a free trial on the review form.

Reviews may be flagged as possibly duplicitous by the vendor, other reviewers, or during our internal audits of our reviews database. If a review is found to be in violation of our guidelines, it will be removed.

Any indication of fraud practice in creating the review can lead to the suspension of the reviewer’s account after going through a stringent Quality Assurance process. Once found fraudulent, the reviewer will receive notification on the same from us. They will also be banned from any future postings and all their reviews will be extracted from the site.

When updating our site, we audit a lot of reviews that we find do not comply with our established guidelines. This can result in removal of a published review.

Our site strives to maintain a neutral stance on reviews, disabling only those that fail to meet our Community Guidelines. If you believe your review met our Community Guidelines, and was incorrectly disabled, you are welcome to submit an inquiry to our Compliance team at reviews@comhq.com. If found incorrectly done, we will address the matter. However, reviewers do not have access to our investigative methods.

There are two situations under which your review may not appear on the site, first being, our team was unable to validate your identity and tried to contact you for the same. If your response equips us with the necessary information, the review will be published. But if the review is taken down because it did not meet our guidelines, you will not be notified of the same.

You can email our team to reviews@comhq.com about structural edits like typos, spelling corrections. Only the original reviewer is entitled to suggested changes, as long as they don’t change the intent of the review.

We cannot otherwise edit the content of a previously published review. Instead, reviewers may replace existing reviews at any time by submitting a new review for a product they have previously reviewed. The updated review will then be re-evaluated by our QA team

If it has been less than six (6) months since the review was originally submitted, please notify our team of the submission at reviews@comhq.com to ensure our team treats the review appropriately. Failure to contact our team will result in the new submission being disabled. Please note that reviews submitted within a six (6) month window for the same product are regarded as edits, and are not eligible for any incentive offer the reviewer may have received.

To request the removal of your review, you can send us an email to reviews@comhq.com, explaining which review they want to remove and your valid reasons for it. The request must be sent from the email address used to submit the original review, as only the actual reviewer is entitled to direct us to remove their review.

Once we disable an existing review, a reviewer always has the option to submit a new review for the product for evaluation by our QA team. If it has been less than six (6) months since the review was originally submitted, please notify our team of the new submission at reviews@comhq.com to ensure our team treats the review appropriately. Failure to contact our team will result in the new submission being disabled. Please note that reviews submitted within a six (6) month window for the same product are regarded as edits, and are not eligible for any incentive offer the reviewer may have received.

You can request small edits to your original article or replace the original review with a new one. Reviews submitted within a six (6) month window for the same product are regarded as edits, and are not eligible for any incentive offer the reviewer may have received.

To prevent a single reviewer from overly influencing the reviews of a product, only a single review is allowed by a reviewer for the same product at a given time.

If a review contains sensitive information, we will hide this information from public display. Sensitive information may include, but is not limited to:

If a review contains sensitive information we will hide this information from public display. Sensitive information may include, but is not limited to:
1. Personally Identifying Information.
2. Private Contract Terms.
3. Information that could harm a reviewer, vendor or another individual
In such cases the text [SENSITIVE CONTENT HIDDEN] will be displayed in place of the original text.

NOTE: We will never edit a review in any way that would change the original intent. If a review is worded such that masking sensitive information would change the intent of the review, the review would not meet our Community Guidelines, and would be disabled.