How to flag service reviews from your business account

We want businesses to flag reviews for the right reasons and in the right way. This article is a step-by-step guide to flagging service reviews that violate our guidelines.

How to flag a service review

Before you flag a review, get to know the five reasons why businesses can flag reviews. How you flag a review depends on which reason you choose.

Note: Reviews can be flagged for one reason at a time, and we assess the review for that reason only.

Harmful or illegal

  1. In Trustpilot Business, go to Reviews > Service reviews.
  2. Find the review you'd like to flag. Click the flag icon.
  3. Choose the reason Harmful or illegal and click Continue.
  4. Choose a more specific reason why you're flagging the review. Click Continue.
  5. Highlight the problematic content. Click Continue.
  6. We show what happens next. Check the box that you understand misusing the reporting tool is a breach of our Guidelines for Businesses. Click Submit.

Note: These reviews are flagged directly to our Content Integrity Team and are hidden during the investigation process.

Personal information

  1. In Trustpilot Business, go to Reviews > Service reviews.
  2. Find the review you'd like to flag. Click the flag icon.
  3. Choose the reason Personal information and click Continue.
  4. Highlight the problematic content and click Continue.
  5. Send a request to the reviewer — let them know you'd like them to update their review to address the issue. Click Send email. They'll have three days to respond.
  6. You'll get an email with the outcome. If the problem isn't resolved, you can choose to flag the review to our Content Integrity Team for investigation.
  7. You'll be asked to highlight the problematic content again and click Continue.
  8. We show what happens next. Check the box that you understand misusing the reporting tool is a breach of our Guidelines for Businesses. Click Submit.

Note: These reviews stay online during the entire process and our investigation.

Advertising or promotional

  1. In Trustpilot Business, go to Reviews > Service reviews.
  2. Find the review you'd like to flag. Click the flag icon.
  3. Choose the reason Advertising or promotional and click Continue.
  4. Highlight the problematic content and click Continue.
  5. We show what happens next. Check the box that you understand misusing the reporting tool is a breach of our Guidelines for Businesses. Click Submit.

Note: These reviews are flagged directly to our Content Integrity Team and stay online during our investigation.

Not based on a genuine experience

  1. In Trustpilot Business, go to Reviews > Service reviews.
  2. Find the review you'd like to flag. Click the flag icon.
  3. Choose the reason Not based on a genuine experience and click Continue (Note: If this option is greyed out, it might be because you need to use Find Reviewer first).
  4. We show what happens next. Check the box that you understand misusing the reporting tool is a breach of our Guidelines for Businesses. Click Submit.

Note: These reviews are flagged directly to our Content Integrity Team and stay online during our investigation.

About a different business

  1. In Trustpilot Business, go to Reviews > Service reviews.
  2. Find the review you'd like to flag. Click the flag icon.
  3. Choose the reason About a different business and click Continue.
  4. Choose a more specific reason why you're flagging the review. Click Continue.
  5. Highlight the problematic content or select another of your domains where you think the review belongs, and click Continue.
  6. Send a request to the reviewer — let them know you'd like them to update their review to address the issue. Click Send email. They'll have three days to respond.
  7. You'll get an email with the outcome. If the problem isn't resolved, you can choose to flag the review to our Content Integrity Team for investigation.
  8. You'll be asked to highlight the problematic content again and click Continue.
  9. We show what happens next. Check the box that you understand misusing the reporting tool is a breach of our Guidelines for Businesses. Click Submit.

Note: These reviews stay online during the entire process and our investigation.

Flag a different issue

Reviews can only be flagged for one reason at a time. If the first problem you flagged has been resolved, you can flag another problem by clicking Investigation complete on the right-hand side, then the There’s a different issue button below the review.

Flag a different issue on a review

Misuse of the flagging function

The flagging function is an important feature in our review community. If you misuse it, we can take action such as limiting or blocking access to your business account, placing a prominent Consumer Warning on your profile page to inform consumers, and stopping your Trustpilot stars from appearing in search engine results. Read more about how we address misuse of the flagging function here.

How to flag a product review

Want to flag a product review? There's a slightly different process for that. Read more here.

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