If you suspect that the participant gave false information (whether in their profile or screener responses), is unsuitable, or they're experiencing technical issues that prevent a smooth interview, here's what you can do.
Politely end the interview, ideally within 10 minutes of the scheduled start time.
Select the Participant no-show review option and click Send review.
Support will review this and take any necessary action to maintain the highest level of integrity and accuracy in the participant pool. Selecting the Participant no-show option will also prevent the participant from being compensated and block them from further interviews for seven days. The interview will be added back to your balance. If you recruited from Hotjar's participant pool, we'll begin finding a replacement participant.
What if a review is disputed?
Disputes are sent to the Support team to be resolved. Here are some of the circumstances which cause an interview to be disputed:
- The researcher and the participant give conflicting reviews. For example, the participant says it was a researcher no-show, and the researcher says it was a participant no-show.
- The researcher marked an interview as a participant no-show, but we can see that the researcher and participant were connected for more than 10 minutes.
To investigate the issue, Support will speak with the people involved and review the available information to come to a fair resolution.