TRUSTPILOT REVIEW GUIDE
Trustpilot review bombing: responding to a sudden attack
Your TrustScore drops while new complaints keep appearing. Some repeat the same story; others barely mention your service. It is tempting to flag the whole batch. First work out what connects them: an order backlog, public attention, a call to target the business, or more than one event at once.
Start with the event behind the reviews. Then assess what belongs in the same case.
Do not mix these three issues together
When and why the volume changed.
Record the timing and any real service incident or public call to leave reviews.
What each person appears to describe.
Check the experience and any supported concern. Shared timing does not give every review the same grounds.
What Trustpilot has asked your business to address.
Keep notices and correspondence alongside the incident record. Account restrictions and review decisions may need different responses.
Record the pattern and the surrounding event
List the review links, publication times, and any repeated details. Save relevant public calls for reviews or direct messages. Note whether the timing follows media attention, a product issue, or an interruption to service. This context is important even when it does not support your initial suspicion.
Keep reporting factual and focused
Explain the suspected coordination and the evidence behind it through the relevant Trustpilot reporting or support route. Do not organize retaliatory reviews or repeatedly flag legitimate criticism. Keep account-management issues, consumer warnings, and individual moderation decisions distinct so you can respond to the issue actually raised.
Make an incident record you can follow
- Review URLs, dates, screenshots, and a concise incident timeline.
- Relevant public posts or messages and their connection to the reviews.
- Order, inquiry, or support records that could explain the complaints.
- Previous reports, platform decisions, and any account or profile notices received.
Keep original records. Share only what is relevant, and avoid putting private customer or staff information into a public reply.
Raise the wider pattern and track each outcome
These steps explain the platform’s published process. Reporting is available without paying for our service.
- Create an incident list and identify the concern supported for each review.
- Use the reporting tools for supported review issues and contact Trustpilot’s Content Integrity team with relevant evidence of the wider pattern.
- Track decisions individually. Follow the applicable dispute instructions if evidence was missed, and preserve new information without duplicating identical reports.
FICTIONAL EXAMPLE · NOT A CLIENT RESULT
A delivery backlog or a coordinated campaign?
I ordered last month and nobody can tell me when it will arrive.
Several versions of this complaint might follow a genuine dispatch backlog. A documented public call to review a business without using it would raise a different concern. Both the operational history and any coordination evidence belong in the assessment.
Bring the case to a specialist
We can assess a group of reviews together while keeping their evidence and potential outcomes separate. Tell us about any account notices or earlier decisions as well as the reviews. That gives us a more complete basis for a recommendation and a clearly defined scope of work.
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.