Trustpilot Review Removal Policy Explained
Understanding Trustpilot's review removal policy is essential for businesses seeking to maintain accurate online reputations. This guide breaks down what Trustpilot will and won't remove, helping you navigate the platform's guidelines effectively.
What Trustpilot WILL Remove
- Fake reviews: Reviews from people who never purchased from your business
- Competitor reviews: Content posted by business rivals
- Offensive language: Profanity, threats, or discriminatory remarks
- Personal information: Private data, contact details, or confidential information
- Blackmail attempts: Reviews demanding compensation or special treatment
What Trustpilot WON'T Remove
- • Legitimate negative reviews: Honest customer experiences, even if unfavorable
- • Opinions and feelings: Subjective statements about customer experience
- • Minor inaccuracies: Small factual errors that don't change the review's essence
- • Customer complaints: Valid criticisms about products or services
- • Old reviews: Age alone isn't grounds for removal
Need help navigating Trustpilot's policies? Get expert assistance.
Trustpilot's Guidelines in Detail
Authenticity Requirement
Trustpilot requires that reviewers have genuine experience with your business. They verify this through:
- • Order confirmation emails
- • Transaction records
- • Service interaction proof
Conflict of Interest Policy
Reviews from employees, competitors, or affiliated parties are prohibited and will be removed when identified.
Content Standards
Reviews must be respectful, factual, and relevant to the business experience. Personal attacks and irrelevant content are not allowed.
Evidence Requirements
To successfully remove a review, you must provide strong evidence:
- • Transaction database searches showing no record
- • Email system searches for the reviewer's address
- • Payment processor records
- • Customer relationship management (CRM) data
- • Appointment or service logs
Review Process Timeline
Initial Submission: Day 1
You submit your report with evidence through Trustpilot's platform.
Automated Review: Days 1-2
Trustpilot's systems perform initial checks for obvious policy violations.
Human Investigation: Days 3-5
Compliance team members review your evidence and may contact the reviewer.
Decision: Days 5-7
Trustpilot makes a final decision and notifies you via email.
Need Expert Help?
Our team understands Trustpilot's policies inside and out.