How do we handle misuse of the flagging function by users?

You can notify us about a review that violates our guidelines by clicking on the flag icon under the review, but be sure to use this tool correctly.

What happens when you flag a review?

If you've flagged a problematic review, our Content Integrity Team will investigate whether it breaches our guidelines. If it does, we'll ask the reviewer to make changes. But if it's not possible to fix the problem, we'll remove the review.

What is misuse of the notification tool?

Only click on the flag icon if you genuinely believe that a review violates our guidelines. Misuse of this function includes, but isn’t limited to:

Flagging reviews that comply with our guidelines in order to get these reviews removed

Example: John doesn't like Company A because he's had a bad experience with them, so he flags 15 of their 5-star reviews.

Repeatedly flagging the same review, after it has already been found to meet our guidelines

Example: John can see that one of the 5-star reviews for Company A he notified last month is still visible on Trustpilot. After John flagged it, the review was investigated by Trustpilot’s Content Integrity Team who found, correctly, that it didn't contravene our guidelines. John simply doesn’t like Company A, so he flags the review again.

Flagging a competitor domain’s positive reviews

Example: An employee of Company B finds her main competitor's domain on Trustpilot and flags 4- and 5-star reviews of that business so that these are investigated. Company B’s employee simply wants to damage the rival business’s reputation.

What happens if we suspect misuse?

If our Content Integrity Team detects suspicious patterns in notification behavior, we investigate and follow up directly with the Trustpilot user involved.

What action do we take against misuse?

We see the behavior outlined above as a breach of our Guidelines for Reviewers (US, UK) and Terms & Conditions (US, UK). This means that we take it very seriously.

Our usual process is to send a warning to the person in question to inform them about the problem(s) and ask them to stop notifying reviews incorrectly. If they persist, or the behavior is particularly severe, our Content Integrity Team may block access to their account.

Note: Trustpilot also has a whistleblower function. Read about how it works here.

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