Request information from your reviewers to find out more about them and their experience with your business.
Why should I request information from reviewers?
Sometimes you need a few extra details from reviewers, for example, if you don't recognize them as a customer. Requesting information lets you ask authors of reviews for more information, helping you to more easily identify and resolve any issues.
Requesting information from a reviewer is also a necessary step before flagging a review as "Not based on a genuine experience".
Which information is requested?
We send the reviewer a standardized message that you'd like more information about them. Within that message is a link to a form (see screenshot below) where the reviewer can provide their email address, reference number, full name, and phone number. Any information they choose to provide will be shared with your business. It will not be shown publicly.
Can I change the reference term?
You sure can. "Reference number" is the default term, but we get that it might be more relevant for your business to ask for something else, like a booking number or a policy number. To do that, you'll need to ask reviewers to provide a reference number when they write an organic review. You can find a set-up guide here. Once you've done that, the reference term you chose will replace "Reference number" in the Request information form.
What language is the message sent in?
The reviewer will receive the message in their preferred language.
How to make a request
- In Trustpilot Business, go to Manage reviews > Service reviews > Inbox.
- Find the review whose author you'd like more information from. Click Request information and Make a request.
- We explain how it works and show you the message we'll send to the reviewer, letting them know that you'd like more information to help you identify them and their experience. Note that this message can't be edited. Click Send request.
- The reviewer has 3 days to respond.
- You'll be told the outcome in an email, and it'll also be shown in your business account.
Only the business user who makes the request will receive an email with the outcome.
The reviewer replied
If the reviewer provides enough information for you to recognize them, we're glad the mystery has been solved. This should help you understand more about what they’ve experienced. We encourage you to use this information to learn about and improve your services, and address any problems that arise.
No response — now what?
Try writing a public reply to the review if you haven't already. Replying is a powerful way to tell the reviewer that you'd like to get in touch and help. It also shows the world that you want to resolve problems and improve customer service. See tips on how to reply to reviews here, and the benefits of replying to critical reviews here.
If you don't get a response and you have good reason to believe that the reviewer wasn't eligible to review your business, you can flag the review to Content Integrity for the reason "Not based on a genuine experience". Our dedicated software will assess the review and remove it if the content or the reviewer’s behavior is suspicious.
Keep in mind that a reviewer who’s had a genuine experience may not have purchased anything. They could have made contact with your business another way, e.g., they may have browsed your website or had an online chat with your business.
You must flag reviews consistently and fairly. Only flagging negative reviews is considered to be a misuse of the flagging tool.
When can I not request information?
You can't request information for reviews left in response to an invitation sent via Trustpilot's systems.
Is there a time limit to requesting information?
Nope — you can request information for reviews that are two days old or two years old.
However, there's generally a 12-month time limit for flagging a review as "Not based on a genuine experience". Because we don't expect reviewers to hold onto their documentation forever.
Can I request information more than once?
Sorry, you only get one shot to request information for each review.
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