A Capterra dispute should explain why particular content conflicts with the platform's current community guidelines. Disagreement with a user's opinion or a low score is not enough. Identify the product, review and specific issue, then submit relevant evidence through the official reporting channel.
01
Check the review's actual basis
Consider whether the issue concerns genuine product use, a conflict of interest, private information or another documented rule. An anonymous display name does not by itself prove the reviewer is unverified or invented. Avoid assuming that a user must appear as the paying account owner in your records; software can be used by multiple people in an organization. Separate a factual product correction from an allegation about the reviewer's identity or motives.
02
Build a report the reviewer can assess
Capterra's current guidelines provide the reporting route and explain that investigation does not guarantee removal. Use that official page to confirm the contact details rather than relying on an old saved email address.
- Include the product page and the individual content reference.
- Quote only the passage necessary to identify the concern.
- Explain the rule and attach appropriately limited supporting evidence.
- Keep a record of the submission and any requested clarification.
03
Example: criticism of a feature that changed
A review says a reporting feature is unavailable, but the vendor introduced it after the review date. That history does not make the original experience fake. A factual vendor response can explain the newer capability and link to current documentation. If the text instead discloses private customer identifiers, report that specific issue without combining it with a demand to erase the unfavorable opinion.
Frequently asked questions
Can a vendor write a customer's review for them?
Capterra's guidelines require authentic user contributions and prohibit vendors from submitting or directing reviews on users' behalf. Invite independent feedback through permitted processes.
Will the review disappear during investigation?
Do not assume it will. Capterra says reported content may remain visible while it investigates. Plan a professional response and service follow-up separately from the moderation request.
Continue with your next step
Related guides on this topic
Sources and policies
Check the current policy before submitting a request.
You do not have to figure out the next step alone.
Share the URLs and explain your concern. We will review the context and explain which options are worth assessing.
Request a confidential reviewOr call (307) 429-2531Educational information, not legal advice. Outcomes depend on the facts and decisions made by third parties.