If a company reports a review that violates our guidelines, the reviewer may be asked to edit it. If the review can't be made compliant, it may be removed.
Reporting a review is the first step in a structured process handled by our Content Integrity Team. This process takes time and the action taken depends on the reason the review has been reported.
1. Reporting a review generates a ticket
When a company reports a review, it generates a ticket in the system used by our Content Integrity Team. This ticket enters a queue of requests to be assessed and handled by one of our Content Integrity Agents.
2. Our Content Integrity Team handles the ticket
Content Integrity Agents assess whether the review breaches our Guidelines for Reviewers (US version, UK version) for the reason it was reported. If we need the reviewer to change their review or provide documentation, we'll contact them to explain what we need and request action within 7 days.
However, if reviewers don't understand exactly what's needed, we may need to go back and forth several times with them. We handle these cases as quickly as we can, but complicated tickets take time to solve.
3. The review is put back online or kept offline
Our Content Integrity Team will notify you of the outcome of each reported review. (Tip: If you haven't received these emails, try checking which email address is attached to your business account.)
Note: We remove reviews but don't delete them, so if a reviewer comes back to us after 7 days with documentation or edits their review to meet our guidelines, we can reinstate it.
You can also check the status of reported reviews in Trustpilot Business > Reviews > Service reviews. Find the review you've reported and select Show more in the upper-right corner.
When are reviews put back online?
- If the report is invalid, i.e., the review doesn't breach our guidelines for the reason specified or there's not enough evidence to establish a breach.
- If the reviewer has changed their review to resolve the problem identified.
When a company disagrees with a reviewer about the facts stated in a review, this alone is insufficient to remove the review. Unlike a court of law, Trustpilot doesn't have the ability to make a finding as to which version of the facts is correct, so we must take a neutral stance. We do, however, suggest that companies reply to reviews to provide their account of what happened.
Can a company edit or change the report?
Once a review has been reported and the information submitted, it can't be edited. Businesses who need to edit a reporting reason can contact our Content Integrity Team stating the problem and which review it affects (including the username of the reviewer).
Due to the number of messages we receive, it may take some time to handle the request and respond. We therefore recommend that companies ensure they report reviews correctly in the first instance.