Providing us with documentation that shows your buying or service experience* verifies that you're a genuine customer. This helps us create a more trustworthy online review community.
We may ask reviewers for documentation in response to a request from a member of our community - such as a business or consumer who can flag or notify us about reviews. For example:
- A reviewed company can report a review if they don't recognize the reviewer as a customer
- Users of our platform can report a review if they believe it doesn't meet our guidelines
- Trustpilot's Compliance Team can request documentation to confirm that everything is in order - for example, if we've been notified that a review is posted on the wrong domain.
What types of documentation can we accept?
- Order confirmations
- Invoices or receipts
- Delivery notes or reports
- Screenshots of your logged in user profile
- Your email conversation with the reviewed company
If you don't have one of the documents listed here, you can send us what you do have if you believe it demonstrates a buying or service experience with the company - and we’ll be happy to consider it. If there's enough information to verify your review and get it back online, we'll do our best to make sure that happens.
What do you need to show?
In looking at the documentation, we try to connect the reviewer to the buying or service experience they've described. We usually look for four key elements:
- Name of the company
- Name of the buyer or recipient, or user of the service
- Date of the purchase, or date of provision or use of the service, and
- A reference number or order ID.
Order confirmations are the most common type of documentation we receive. Here's a more detailed explanation of which elements we look at:
If your documentation contains sensitive information - such as bank account details - you can redact or black out those parts before sending it to us.
We know that not everyone's an IT whiz. For help with creating screenshots from a laptop or PC, see this guide.
*Note: At Trustpilot, a buying or service experience includes purchasing a product or service, placing an order, or using a company's services in a way that can be documented - such as via correspondence or interaction with the company. See our User Guidelines for more.