How to Handle Customer Verification Disputes on Published Reviews

When a vendor alerts us that a reviewer may not be a valid customer for a particular product, we temporarily unpublish the disputed review(s) while the matter is verified. This action should be taken as soon as possible, especially when flagged during or shortly after event-based collection efforts.

Once unpublished, the case should be logged in SF with explanation in the Loss Reason field.

 The vendor will be given a 7-business-day window to conduct their internal investigation and confirm whether the reviewer is, in fact, a customer. During this period, to ensure the integrity of our reviews and avoid removing them solely at a vendor's request, we (i.e. review team or event team) will also directly verify the customer. This involves contacting the reviewer and requesting proof of product use, such as a license number or a screenshot from the product interface showing the reviewer logged in. This step is especially important when the review content suggests a genuine user gave it.

If the vendor confirms that the reviewer is not a customer and the reviewer fails to provide sufficient proof of use, the review will be permanently removed. However, if the individual is verified to be a customer (including under an alternate name or domain), the review may be republished with appropriate metadata updates.

If the vendor or a customer does not respond within 7 business days, PeerSpot will use its discretion to either re-publish the review or extend the hold, depending on the specifics of the case.

All such disputes and resolutions should be tracked internally and reviewed periodically to identify trends and improve this policy. Our goal is to uphold vendor trust, maintain review integrity, and follow a consistent and transparent process.