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What happens when my review is reported on Trustpilot? Follow

When you write a review, it's posted instantly on Trustpilot without moderation. However, as part of our efforts to maintain a trustworthy review community, your review can be reported for breaching our guidelines by the reviewed company or another user.

If your review is reported, it will be temporarily moved offline. But if the problems identified by the report are legitimate and can be addressed, we'll work with you to help you get your review online again.

Who reported my review?

Reviews can be reported for breaching Trustpilot's User Guidelines in two different ways:

1. The company reports your review

Companies can report reviews that contravene Trustpilot’s User Guidelines (US version, UK version). This tool is available to all businesses on Trustpilot, regardless of whether they subscribe to our paid services or not. But companies also have a responsibility to report reviews correctly. See what they can report for here.

If a company reports your review, the review content and star rating are temporarily hidden while our Compliance Team assesses whether it breaches our rules. In its place, we show the reason for reporting written by the company:

Note that you'll still be able to see your review in full if you log in to your user profile.

Our Compliance Team will assess the company's report and either:

  • Put your review back online if the reason for reporting is invalid
  • Investigate further, where we may ask you to modify your review or provide us with documentation to verify your experience, or
  • Remove the review from Trustpilot. This will only happen if there's no way to address the problem(s) highlighted in the company's report. You'll also be sent an email letting you know that your review has been removed.

If we contact you to edit your review or provide documentation to verify your buying or service experience, we’ll give you 7 days to reply. If we don’t hear from you, your review will stay offline but it won't be deleted. If you respond to us at a later date, we can restore your review.

If you send us the necessary documentation or edit your review to address the problems identified, we'll put your review back online and let you know. We'll also let you know if more information is required.

2. Another user flags your review

Other reviewers can notify us if reviews fail to comply with our User Guidelines. We call this our "Notify Compliance Process".

Reviews that we've been notified about stay visible on Trustpilot while our Compliance Team investigates whether there's a violation.

If we conclude that there's no violation, the report will be dismissed. If we conclude that there is a violation and the reporting reason is valid, your review will be reported and the text and rating hidden on Trustpilot. In its place we explain that our Compliance Team has reported your review:

You'll still be able to see your review in full if you log in to your user profile.

At this point, our Compliance Team will either:

  • Ask you to modify your review or provide us with documentation to verify your experience, or
  • Remove the review from Trustpilot. This will only happen if there's no way to address the problem(s) highlighted in the company's report. You'll also be sent an email letting you know that your review has been removed.

If we contact you to edit your review or provide documentation to verify your buying or service experience, we’ll give you 7 days to reply. If we don’t hear from you, your review will stay offline but it won't be deleted. If you respond to us at a later date, we can restore your review.

If you send us the necessary documentation or edit your review to address the problems identified, we'll put your review back online and let you know. We'll also let you know if we need more information.

Reported reviews and the TrustScore

The ratings attached to a review count towards a company's TrustScore unless the review is removed. This means that the ratings attached to reported reviews still count while we assess and potentially address the report.

Reviews removed by our fraud detection processes

We use advanced, customized software to scan the reviews in our community and detect violations of our guidelines or reviews whose authenticity cannot be verified. A number of reviews are removed automatically by our software.

If this occurs, you'll be sent an email notifying you that your review has been removed. You'll also be given the opportunity to contact us if you believe there's been a misunderstanding.

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