Capterra Review Guide

Who uses Capterra

Providers of packaged (off-the-shelf) software and services list on Capterra, and the product must appear under its own name on a site the vendor controls. Reviewers are users of the product; the vendor, its employees, direct competitors, and anyone with a financial interest in the product may not review it.

Claim your profile

1. Capterra lists providers whether or not they pay; paid sponsored profiles are optional.
2. Start from Get Your Product Listed on Capterra's For Vendors page, use the Claim Your Profile link on the About page, or email the vendor team.
3. Capterra either builds the listing from public information or works with the vendor on it; the final copy is set by Capterra's content team.
4. The listing must appear under the product name on a site the vendor owns and controls (resellers and consultants are not listed unless the vendor authorizes it).
5. With a vendor account you can log in to manage listings, monitor performance, and track reviews.

Official guidelines: capterra.com

Replying to reviews

Vendors can respond to reviews of their products, and replies must be posted through Capterra's own tools, such as the reply feature in the Vendor Portal.

• Replies must be respectful and professional, and Capterra does not endorse what vendors write.
• Contacting reviewers outside the platform in a way that could be seen as harassment is prohibited.
• Vendors may not pressure reviewers to remove or change honest reviews or threaten legal action over legitimate feedback.
• Capterra does not edit a review because a vendor asks or because it is negative.

Official guidelines: capterra.com

Review rules

In our own words. The official page is the rule that applies.

• Reviews must be written by the actual user and reflect genuine, firsthand experience, and may not be submitted on someone else's behalf or under a false identity.
• A vendor, its employees, direct competitors, and anyone with a financial interest in the product cannot review that product.
• Reviews must be the reviewer's own work and may not be produced by third parties or automated tools, including generative AI.
• Reviews written in exchange for an incentive are marked with a Reviewer Source icon, and failing to disclose an incentive can lead to a notice or removal of the review.
• Incentives must be offered regardless of rating, and vendors should ask a broad cross-section of users rather than targeting users by expected sentiment.
• A moderation team checks that reviewers are real people and flags conflicts of interest and AI-generated personas; reviews whose reviewer cannot be confirmed are not published.
• Reviews may be published on affiliated sites, including Capterra, Software Advice and GetApp, so the three sites share one pool of reviews.

Official guidelines: capterra.com

Reporting a review

Capterra's own process, step by step.

1. Email Capterra's reviews team about a review that appears fraudulent, breaks the Community Guidelines, or is otherwise inappropriate (Capterra's About page lists the reviews address).
2. Include a link to the product page, details of the review, and information that supports your request.
3. The team checks the review against its guidelines and may contact the reviewer for more information; the review can stay visible while the investigation runs.
4. A review that fails is removed and one that meets the guidelines stays; Capterra states a report starts an investigation and does not guarantee removal.

Official guidelines: capterra.com

Tips

• Reply to reviews respectfully, acknowledge the issue, and offer a next step.
• Keep product details, pricing information, and features current.
• Invite a wide range of customers to leave feedback, not only satisfied ones.
• Do not report reviews under false pretenses or to raise ratings, as Capterra says this can lead to penalties.
• Disclose any incentive and never contact reviewers to get a review changed.