Business Support

Need some help with an issue? Check out the FAQ below.
If you still need an answer, contact us.

Profile & Listing FAQ

Adding your own listing to RuralHQ is really quite simple.

Simply, navigate to the Add Listing page, select the type of listing you want to add, select a listing package, enter your listing details, complete checkout, and you’re done. We’ll review the listing and approve it when we’ve checked it.

If you have any trouble with the process, we’re always happy to help. Get in touch, and let us know what you need help with through the support or contact pages.

It’s in your best interest to ensure your business profile or listing on RuralHQ is as good as it can be. We’ve written a few guides that help you get the basics right.

If you’re looking for more advanced advice on how to get the most from your profile or listing, you can check out our guide on How to get the most out of your RuralHQ profile, or get in touch with us and we can review your listing and offer some feedback.

You can easily delete a listing that you own. Navigate to My Listings, find the relevant listing and click the ‘Delete’ button. If your listing is on a subscription, be sure to cancel the related subscription at the same time. Subscriptions are not cancelled automatically when the related listing is removed.

Navigate to My Listings, find the relevant listing and click the ‘Switch Plan’ button. You will be shown the pricing table where you can select a new listing package for your listing. Once you select the new package level, you will be redirected to checkout to complete the payment process. If your listing is on a subscription, be sure to cancel the subscription once you have upgraded/downgraded. A new subscription is created with the new listing package level you have selected, but the old subscription remains live.

Navigate to My Listings, find the relevant listing and click the ‘Relist’ button. If your listing was on a subscription package, you can also restart the subscription by clicking ‘Resubscribe’ on the relevant subscription on My Subscriptions.

If your business profile is already on RuralHQ and you didn’t add it, it usually means that it has been added by our system after we received a suggestion from the community. Your business profile should be claimable right from the business profile page. Navigate to your business profile, and you will find a ‘Claim’ button in the Quick Actions under the header image, and before the main body of the profile. Once you click ‘Claim’, you’ll be required to login to prove your identity, select a listing package for your listing, and complete the checkout process.

If the claim button doesn’t appear on your listing page, it is possible that the profile was added by someone else. In this case, you should message us through support and we will investigate your claim on the listing, and change ownership as appropriate.

You should be receiving a few emails when you have a claim lodged with us. You’ll get an update every time we add a comment to your claim, or if we have a question, and you’ll also get an email when we’ve made a decision. If you want to make sure your claim is till in the pipeline, you can check the Claims page.

Ratings & Reviews FAQ

Many consumers look online for recommendations to ensure they are dealing with a trustworthy business. Having reviews on your online profile will set you apart from your competitors – the more you have, the better. Reviews are also great for getting insights into the experiences customers have had with your business.

Another benefit of having reviews on your online profile is that it gives you a better chance of showing higher in organic search results in search engines like Google.

By default we display the most recent reviews at the top of the page. However, users of RuralHQ have the opportunity to upvote reviews they find most useful, the reviews with the most upvotes are raised to the top of the reviews.

We encourage you to reply to all reviews you receive. It shows that you listen to your customers and appreciate that they’ve taken the time to let you know about their experience. Responding to reviews will make your customers feel valued, which is very important if you’re seeking repeat business. For help responding to reviews please read our helpful guide.

To respond to a review simply click the ‘respond to review’ button under the review on your online profile.

If you spot a review that you feel is inappropriate for any reason, please let us know. Submit a support request using the form at the bottom of the Business Support page. The review will then be flagged for moderation. Once we’ve taken a look we’ll get back in touch.

Passing on contact details would be a breach of our site’s privacy policy. We want to create an environment where people feel comfortable to write a review, and passing on personal details would discourage this behaviour and could result in people feeling intimidated. All users are required to be registered and logged in before they can submit a review and they must accept our review guidelines. If a review does not meet these guidelines we will remove the review.

Unfortunately, we can’t please everyone. But you shouldn’t panic! One or two negative reviews isn’t going to kill your business; in fact, it’s actually a great opportunity for you to show how much you care about your customer’s experience with your business. Leave a comment on the review and have a conversation with the reviewer to see if you can resolve the issue.

Nobody expects every single review on your business profile to be 5 stars. Do you trust a business’ reviews when you see they only have 5 star reviews? I wouldn’t, and statistics show that most consumers don’t either. View a negative review as an opportunity, rather than purely negative.

You can get in touch with us and raise your concerns. Our team will check the review to see if it violates our review guidelines. Please be aware that we are trying to create a forum where our users can share both positive and negative experiences.

Subscriptions & Payments FAQ

Your listing will stay live until the prepaid period has expired. You will not be charged when the prepaid period has expired and the listing will be deactivated at that time.

You can reactivate an expired or deactivated listing by going to My Listings, finding the relevant listing and clicking on ‘Relist’.

If you would like to add a new payment package to a listing before it is deactivated, click ‘Switch Plan’.

Navigate to My Subscriptions in your RuralHQ dashboard. Here, you will be shown a list of all your current subscriptions. Click ‘View’ on the subscription you wish to cancel to see more details. Click the ‘Cancel’ button to cancel the subscription. Note, any listing associated with this subscription will stay live until the prepaid period has expired, at which time the listing will be deactivated.

Navigate to My Subscriptions in your RuralHQ dashboard. Here, you will be shown a list of all your current subscriptions. Click ‘View’ on the subscription you wish to change to see more details. Click the ‘Change Payment’ button to change the payment details.

Tax invoices are automatically emailed to you once the order is marked complete by an administrator. You can find the invoice attached to the email titled ‘Your RuralHQ order is now complete’.

You can also find your past invoices in your RuralHQ dashboard. Navigate to My Orders page, find the order you are interested in, and click on the ‘Tax Invoice’ button to download a PDF invoice

Profile & Listing Boost FAQ

A boost gives your listing or business profile extra exposure on the website. By boosting a listing, your listing will rank higher in search and will be featured in some sections of the website. Boosts last for 28 days. How much extra exposure your listing gets depends on the boost level you choose.

No Boost – Your listing appears in the default order below boosted and featured listings

Bronze Boost – Your listing will appear near the top of the results, above the non-boosted listings, at the same level as a featured listing (Premium package)

Silver Boost – Your listing will appear above featured listings and Bronze boosted listings

Gold Boost – Your listing will appear at the top of search, above featured listings, and Gold/Silver boosted listings.

Navigate to My Listings, find the relevant listing and click the ‘Boost’ button. Select the boost package you would like to add to your listing. You will then be redirected to checkout to complete the payment process. You can see a listing is currently boosted by the green colour on the ‘Boost’ button on My Listings, and you’ll also have an extra menu option in the RuralHQ dashboard My Boosted Listings.

Unfortunately not, boosting lasts for 28 days from the date you purchase the package. Once your listing is boosted, you should let it run to the end of the boost. You can cancel the boost on the My Boosted Listings page on your RuralHQ dashboard, but that boosting package will be removed and will not be available for use later.

Advertiser Policy

We understand your business is your livelihood and to help protect your business we have a number of checks and measures in place to mitigate any potential negative impact.

Here are some of the measures we’ve put in place.

  • Validated registration and log in – before anyone can submit a review they must first be registered and logged in. All registrations are validated and checked to ensure they have been created by a human.
  • A moderation process – every single review submitted goes through a moderation process and is checked by the team at RuralHQ before it is published
  • If a review is published that you deem to be inappropriate or written by a competitor, the review can be flagged for moderation and will go through the moderation process again.
  • An escalation process – if you aren’t happy with a review that has been published and you have flagged the review as inappropriate you can escalate your grievances further by contacting RuralHQ directly: Once we receive your complaint we will investigate the review and make a decision on whether to keep the review up or remove it.

We won’t publish reviews that:

  • We have reason to believe are defamatory (that is, containing false statements about an identifiable person that could damage their reputation).
  • Contain criminal allegations. Users who have evidence of any allegations should discuss these with the New Zealand Police directly.
  • We have reason to believe are a self-review.
  • Contain spelling mistakes, poor grammar or inappropriate language.

General FAQ

We have a separate General FAQ page, it’s possible there is an answer to your question there.

Did we answer your question?

If not, please send as a message by completing this form, or use the chat in the bottom right.
We’re happy to answer your questions.

Get special offers direct to your inbox