If "Reviewer contacted" is shown above a review, it means the reviewed business has contacted the review's author to find out more about their experience or review.
A business may use this feature, for example, to get in touch with a reviewer they don’t recognize. When this occurs, we show Reviewer contacted above the review text to indicate that the business has requested more information via the Trustpilot platform.
Why contact reviewers?
Asking for extra or more specific information lets businesses quickly identify, understand and solve any issues that arise.
This tool is available where a reviewer has posted a review on Trustpilot of their own accord (an organic review) or the review has been left in response to an invitation sent via a system other than Trustpilot's.* It can be used if the reviewed business needs further details to recognize or reach out to that customer.
How does it work?
Companies use their Business Account (available via our free or paid services), and click on the Find Reviewer tool to send messages to reviewers. This lets them directly reach out to authors of reviews.*
If you’re contacted by a business you’ve reviewed, you’ll receive a message via the email account that’s linked to your Trustpilot user profile. You'll be able to reply to that message, but we won't share your email address with the reviewed business and messages between you and the company will not be published on our platform.
The reviewed business will tell you what they'd like to receive, such as information about your review or experience. For example, they may ask you for a reference number or order ID, or contact details.
It’s up to you what you choose to provide, and you’ll be allowed 5 days to respond. The company will be notified if you reply, or if 5 days pass with no response from you.
If you choose not to respond, or don't provide enough information, the company can report your review for the reason: "This reviewer has not had a genuine buying or service experience." At that point, your review will be temporarily hidden while the report is handled.
Why should reviewers provide information?
By providing more details about your review or experience, you can help companies learn how to improve their services and address any issues you’ve raised faster and more effectively. You may also be helping to keep your review online.
If a business you’ve reviewed uses this feature, your review will still be visible on the business’s profile page while they contact you.
*Only for certain reviews: Reviewers can only be contacted about reviews that have not been written in response to a review invitation sent through Trustpilot’s system (with our free or paid services).