How to Remove a Negative Review on Trustpilot: The Ultimate Guide

Introduction: The Importance of Managing Your Reviews on Trustpilot

Online reviews significantly impact your business's reputation. A single negative review on Trustpilot can deter potential customers, reduce trust, and affect sales. However, not all bad reviews are final. Some can be removed if they violate Trustpilot's policies. Others can be managed strategically to minimize damage and even turn into opportunities.

In this guide, we’ll walk you through the process of removing negative reviews, handling those that can’t be removed, and implementing best practices to prevent negative feedback in the future.

In this guide, we’ll walk you through:

• How Do You Remove a Negative Review on Trustpilot

• How Do You Dispute a Review on Trustpilot

• The step-by-step process to dispute and remove reviews.

• Strategies to manage and mitigate negative reviews effectively.

Step 1: Assess Whether the Negative Review Violates Trustpilot’s Guidelines

Trustpilot allows businesses to flag or remove a negative review that:

• Contain harmful or illegal language, including threats, hate speech, or defamatory statements.

• Reveal personal information, such as phone numbers, email addresses, or home addresses.

• Are advertising or promotional, attempting to sell products or services.

• Are not about your business, mistakenly posted for another company.

• Are not a genuine experience, meaning they were written by a competitor, a disgruntled former employee, or a fake account.

  
  

Before reporting a review, analyze its content to determine if it meets these criteria.

Use the Free Negative Review Analysis Tool

Protect Your Reputation with a Free Review Analysis

Not sure if a negative review qualifies for removal? Save time and avoid frustration by using our free negative review analysis tool.

This tool:

✔️ Scans reviews for potential policy violations.

✔️ Provides removal eligibility rankings (low, medium, high).

✔️ Gives personalized guidance on how to dispute reviews successfully.

📌 Try the free Instant Assessment negative review tool today and take control of your business reputation!

Step 2: Flag the Negative Review for Removal

If the review violates Trustpilot’s policies, follow these steps:

1. Log into Your Trustpilot Business Account.

2. Navigate to “Reviews” > “Service Reviews.”

3. Find the Review You Want to Report and Click the Flag Icon.

4. Choose the Violation Type that best describes why the review should be removed.

5. Submit Your Request and wait for Trustpilot’s response.

   
   

Trustpilot will investigate your claim and notify you of their decision. This process may take days or even weeks.

Step 3: Use the ‘Find Reviewer’ Tool for Inauthentic Reviews

If you suspect a review is fake, Trustpilot provides a ‘Find Reviewer’ tool that allows you to request verification from the reviewer. If they don’t respond within three days, you can proceed with flagging the review as “Not a genuine experience.”

Step 4: Contact Trustpilot Support

If you believe a review is defamatory, fraudulent, or otherwise harmful but isn’t being removed through standard flagging, you can escalate the issue:

1. Visit Trustpilot’s “Contact Us” Page.

2. Submit a Support Ticket with detailed evidence supporting your case.

3. Attach Screenshots or Documentation to strengthen your request.

Step 5: Consider Legal Action (Last Resort)

If a review is libelous and causing significant harm, you may need to consult a lawyer about legal removal options. However, this should only be pursued in extreme cases, as it can be costly and time-consuming.

Strategies for Handling Negative Reviews That Can't Be Removed

If a negative review does not violate Trustpilot’s guidelines, it cannot be removed. However, you can still manage its impact with these strategies:

1. Respond Professionally to the Review

A well-crafted response can turn a negative review into a chance to demonstrate excellent customer service. When replying:

• Stay professional and polite. Avoid emotional reactions.

• Acknowledge the reviewer’s concerns.

• Offer a resolution or invite them to discuss the issue privately.

  
  

Example response:

"Hi [Reviewer’s Name], we’re sorry to hear about your experience. We take feedback seriously and would love to understand more about what happened. Please contact us at [your email] so we can work towards a resolution."

2. Encourage More Positive Reviews

Combat negative feedback by increasing your overall positive review count. Ask satisfied customers to leave reviews, either through follow-up emails or by providing a direct link on your website.

3. Suppress Negative Reviews with SEO Strategies

If a negative review ranks high in search results, push it down by:

• Publishing positive content about your business (blog posts, press releases, and customer success stories).

• Encouraging positive user engagement on platforms like Google and Facebook.

• Leveraging business directories and other authoritative sites to control search engine rankings.

4. Monitor Your Reviews Regularly

Use Trustpilot’s notification tools to keep track of new reviews. Responding quickly shows that you are attentive and proactive in customer service.

Preventative Tips for Avoiding Negative Reviews

1. Provide Outstanding Customer Service

Many negative reviews stem from unmet expectations. Ensure your team is trained to handle customer inquiries effectively and resolve issues promptly.

2. Set Clear Expectations

Avoid misunderstandings by clearly outlining your services, policies, and terms of use on your website and customer interactions.

3. Follow Up with Customers

After a purchase or service, send a follow-up email to ensure satisfaction. If issues arise, address them before they turn into negative reviews.

4. Use the Free Negative Review Analysis Tool

Protect Your Reputation with a Free Review Analysis

Not sure if a negative review qualifies for removal? Save time and avoid frustration by using our free negative review analysis tool.

This tool:

✔️ Scans reviews for potential policy violations.

✔️ Provides removal eligibility rankings (low, medium, high).

✔️ Gives personalized guidance on how to dispute reviews successfully.

📌Try the free Instant Assessment negative review tool today and take control of your business reputation!

Conclusion: Take Control of Your Business Reputation

Managing your Trustpilot reviews effectively can make a huge difference in how potential customers perceive your business. Whether you successfully remove a review or handle it professionally, your response strategy matters.

By staying proactive and handling negative reviews wisely, you can protect your brand, build customer trust, and ensure your Business Profile reflects the true quality of your services.