TRUSTPILOT REVIEW GUIDE
How to challenge fake Trustpilot reviews
“We have no order under that name” feels like a decisive answer. On Trustpilot, it often leaves the main question open. A person can have a real experience while asking for a quote, trying to check out, or deciding not to buy. Investigate the interaction the review actually describes.
A review can describe a real experience even when there is no sale to find.
Before you say “not a customer”
That leaves several possibilities open.
Check inquiries, attempted orders, canceled bookings, and support conversations. A missing transaction does not rule out every interaction.
That gives you something to investigate.
Identify what cannot be reconciled with your business records and why. Do not assume that a display name or a lack of response settles the question.
Look for a contradiction you can explain
A complaint about a product you have never sold, a location that does not exist, or a verifiable competing relationship may warrant further assessment. Explain why the detail matters and attach the relevant context. Do not rely solely on generic wording or your impression that a review was written by software.
FICTIONAL EXAMPLE · NOT A CLIENT RESULT
The checkout that never became a sale
The checkout kept failing and support told me to try another card. I gave up.
There may be no completed order, yet there could still be a real interaction. Support messages or checkout records may clarify it. Treating the missing sale as proof of fakery would overlook what the reviewer actually describes.
Use information requests fairly
Where available, use Trustpilot’s information-request feature to help identify the experience. Ask for the details needed to investigate, rather than pressuring the reviewer to change their rating. A lack of response still needs to be considered in context; it does not make every other explanation impossible.
Search the experience, not just the order number
- The review URL and the specific authenticity concern.
- Checks across orders, inquiries, returns, and customer support for the relevant period.
- Any response to an information request through Trustpilot.
- Records supporting a concrete contradiction or relevant relationship, with unrelated personal details removed.
Keep original records. Share only what is relevant, and avoid putting private customer or staff information into a public reply.
Ask, check, then report the supported concern
These steps explain the platform’s published process. Reporting is available without paying for our service.
- Check the experience described and use the available information-request process where appropriate.
- If a concern remains supported, flag the review through your business account using the relevant reason in Trustpilot’s current guidance.
- Read the decision and retain the correspondence. If you disagree, use the applicable follow-up or dispute process with a focused explanation.
Bring the case to a specialist
We look beyond the customer-name search to assess the whole experience described. We can identify the information most likely to clarify the case, explain weaknesses in the evidence, and assess available removal options. If the complaint appears to be genuine criticism with no supported grounds, we will tell you.
Already tried the standard reporting process? We can assess whether further options are available for your case.
Explore our Trustpilot review removal serviceOfficial guidance
Platform processes can change. These are the sources used for the policy and reporting explanations in this guide.