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What happens after companies report reviews?

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 Compliance Team. This process takes time and what type of action is necessary depends on what the review has been reported for.

1. Reporting a review generates a ticket

When a company reports a review, it generates a ticket in the system used by our Compliance Team. This ticket enters a queue of requests to be assessed and handled by one of our Compliance Agents.

There's one exception. If a review is reported for the reason: "The reviewer has not had a genuine buying or service experience", the reviewer will be contacted directly.

In this second scenario, reporting a review automatically sends a standard email to the reviewer asking for documentation that shows their experience with the reviewed company. Reviewers have 7 days to provide documentation. If the reviewer replies, their message will be looked at by a Compliance Agent.

2. Our Compliance Team handles the ticket

Compliance Agents assess each ticket individually to see if there is a breach of our User Guidelines for the reason the review is reported. If we need the reviewer to change their review or provide further 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.

Note that we remove reviews - and 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.

3. The review is put back online, or kept offline

Companies often want to know: Will I be notified about the outcome of a reported review? How will I know the result?

We notify businesses if a review meets our rules and can be reinstated. Our Compliance Team sends an email to the email address attached to the company's business account. (Tip: If you haven't received these emails, try checking which email address is attached to your business account.)

If a review that has been reported is kept offline because the problems it was reported for have not been resolved, no notification is sent to the company who reported it.

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 should email compliance@trustpilot.com and state what the problem is 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.

Questions?

Find information for reviewers about what happens to reported reviews here.

If you have other questions about our reporting process, try checking our Support Center, or email compliance@trustpilot.com.

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