This policy applies to vendor replies to reviews. For reviews, see our Reviews Policy.
We value balanced discussions and welcome vendors to reply to reviews of their products or services. All voices are heard and encouraged on this site, including those with contradictory views.
However, some vendor replies are not appropriate and will be deleted to protect our readers and support our values.
Reply removal reasons
We will consider removing vendor replies for the following reasons.
Replies should always be relevant to the review that they are posted on, and provide feedback or opinions that relate to that review.
2. Spam or promotional
We don’t allow replies that are spam or promotional in nature.
Links can be included in replies, if they provide a reference to relevant content. However, replies with these kinds of links will be deleted:
- Promotional links
- Affiliate links or codes
- Links to websites that are offensive or fraudulent
- Links that are shortened just to disguise their nature or hide the website being linked to
Replies that appear superficially to be genuine but are actually spam or promotional in nature are not allowed.
3. Offensive or inflammatory
We don’t allow replies that are offensive or include profanities.
We also don’t allow replies that are posted to inflame feelings or provoke a negative reaction from others (trolling).
Replies should always be respectful. We understand that discussions can become heated, but ask that replies are not posted in anger.
4. Attacks or harassment
We don’t allow replies that directly attack or harass individuals on a personal level. Opinions can be strongly challenged and disagreed with, but do not make it personal.
Please be respectful toward the reviewer and other users of the site.
Do not expose other people’s personal information without their prior agreement, or otherwise post replies which harass people.
5. Dishonesty or misrepresentation
We expect vendors to be honest. Give your personal opinion, but do not exaggerate or misrepresent your side of the story. State the facts as you understand them to be.
It is important to note that reviewers and vendors can have different views of the facts, without there being any dishonesty or misrepresentation.
We don’t take sides when reviewers and vendors have factual disputes, so expect vendors to stand behind their replies.
How we moderate vendor replies
We moderate replies in multiple ways:
- Automated spam detection
- Reviewing a random selection of replies
- Investigating replies that are reported to us
If you see a reply on the site that you think violates this policy, please contact us and report it.
Vendor replies are moderated in accordance with this policy, and moderation decisions are made at our sole discretion.
About this policy
This policy is subject to change at any time, and may be applied to replies that were submitted at any time in the past as well as new vendor replies.
If you have any questions about this policy, please contact us.