Our goal is to provide you with the highest quality participants for your projects. While we do our best to verify the identity of our users, sometimes people will lie or misrepresent themselves on the platform or on your screener survey. If you find yourself in a situation in which a Respondent has misrepresented themselves, or lied on their screener resulting, there are some steps you can take.
Immediately stop the interview and let them know that since their answers didn't match what you were looking for, you will not be able to continue. You can either pay them in full, partial or no incentive.
Pay a Partial Incentive
If the research participant provided some value to your team, you have an option to provide a partial incentive.
Please notify a member of Respondent via the chat portal. Please include the project name and participant's name in the description to our support team on chat.
Please message the participant, notifying them of your decision to pay a partial incentive, and explain the situation as clearly as you can. The more detail the better.
Once this is complete, please let us know the reduced incentive amount and we will apply this to the participant's response on the back end.
Pay no incentive
If you the Respondents provided no value whatsoever to your team, these are the steps you should follow
Please message the participant, notifying them of your decision to mark them as No Show and explain the situation as clearly as you can. The more detail the better.
Mark the participant as a No Show. Research participants marked as No Show will not receive any compensation and you will not be charged for the interview.
Report the participant using the flag feature that is next to the participant's profile image on the 'Participants' tab of your project dashboard. This will remove them from the project and you will not be charged for this participant.
If you have an open conversation with the participant, please navigate to the messages section of the project, go to their message thread, and close the conversation by hitting the cog in the top right-hand corner to prevent future communication from them.
If you're being contacted off-platform
If a participant is reaching outside of the platform regarding a dispute related to flagging/payment, please let the Respondent team know. Do not respond to these individuals, as that can encourage more unwanted contact.
Contacting researchers outside of the platform is against our Code of Conduct and can result in the participant's account suspension or removal. That being said, we strongly encourage researchers to keep all communication on-platform. If you give your personal contact information to participants, there is not much our team can do to stop unwanted contact. Communications that are kept on-platform are easily managed by our team.