Yes, you can remove a Trustpilot review only when it breaks rules, is unlawful, or the author deletes it; businesses can flag but not erase.
A single star can sting. Public scores shape buyer choices and partner deals. That’s why brands ask if review pages can be cleaned. Removal is limited and rule bound. The safer play is to understand the system, then respond with proof, clarity, and patience.
Removal Options For Trustpilot Feedback: What You Can Do
At a glance, here’s who can act, what action exists, and what proof usually wins. This quick view sets the stage for the steps below.
| Who | What They Can Do | Proof Usually Needed |
|---|---|---|
| Reviewer | Edit or delete their own post | None beyond account access |
| Business | Flag for rule breaches; respond publicly; request evidence review | Order IDs, tickets, delivery scans, redacted screenshots |
| Trustpilot | Temporarily hide during checks; remove if rules are broken; reinstate when fixed | Clear breach shown or missing evidence after deadline |
| Court/Authorities | Order takedown for unlawful content | Formal notice or ruling naming the illegal part |
How Moderation Actually Works
The platform hosts user posts and runs checks for fraud, spam, personal data, and illegal content. Content Integrity agents and automated signals handle the queue. When a post is flagged, it can be set to “temporarily offline” while evidence is reviewed. If the breach is fixed or a receipt is sent, the post may return. If the breach stands, it stays down. The business never has a delete button. The reviewer always controls edits on their own words.
Legitimate Reasons To Request Action
Only certain problems qualify. Here are the big buckets you can rely on:
- Hate or threats — clear abuse, slurs, or calls for harm.
- Personal data — names, phone numbers, order codes shown in full, or other sensitive bits.
- No real experience — posts from people who never used the service, or reviews placed at the request of the company with perks.
- Promotion or links — ads, discount codes, or refer-a-friend pitches inside the text.
- Conflicts of interest — staff, family, or paid posters posing as customers.
- Unlawful claims — clear defamation, doxxing, or serious accusations with no backup.
Make sure your flag cites the exact rule and includes proof.
Step-By-Step: Flagging A Problem Post The Right Way
- Collect evidence. Pull order IDs, tickets, chat logs, or call notes. Redact private bits. Keep times and names lined up.
- File a flag. Use your business dashboard to pick the reason and attach proof. Keep the note short and factual.
- Watch the timer. The system usually gives the author time to reply or add proof. During that window, the post can sit offline.
- Respond again if asked. Agents may request a clearer file or a smaller redaction. Answer fast and stay calm.
- Accept the outcome. If the breach is fixed, the post can return. If the breach stands, it stays down. You can appeal with stronger proof.
When The Reviewer Can Delete Or Edit
The author can remove or change their own words. That might happen after you fix the issue, refund, or complete a late delivery. Ask for an update only once, and never tie help to star changes. Pushing for edits against platform rules can trigger action against your page.
Legal Routes: When A Post Crosses The Line
Some claims go beyond platform rules. Libel, hate crimes, or threats are not protected speech. In the UK, the Defamation Act 2013 sets the bar for harm and offers a process to target the poster. In the EU, the Digital Services Act sets notice-and-action duties for platforms. Your path is to send a precise notice that names the illegal part, shows why it’s unlawful, and asks for action. Platforms pass valid notices to the poster and may restrict access in the region while they review.
What You Cannot Do
- No bulk scrub of fair criticism.
- No pay-to-erase schemes.
- No custom house rules on a shared public page.
- No misuse of flags to silence honest, bad-experience stories.
- No astroturf campaigns from staff or vendors.
A Smart Response Strategy That Calms Risk
You won’t win every dispute. You can still limit damage and win back shoppers who read the thread. Try this model:
- Acknowledge the issue in one line. Avoid legal words in public replies.
- Move the fix to a private channel. Share a direct email with a human name.
- Solve the root cause. Replace, refund, or complete the service.
- Close the loop on page. Post a short update once the case is closed.
- Ask for feedback, not stars. If the person later edits the post, that’s their choice.
Evidence That Moves The Needle
Screenshots without dates are weak. So are generic “we tried to help” lines. Instead, use invoice PDFs, ticket numbers, and shipment scans. Trim personal data. Tie each file to a claim in the review. Keep a clear, readable timeline. One tidy PDF beats a dump of forty images.
Common Edge Cases And How To Handle Them
- Name mismatch: A customer uses a nickname on the platform and your system can’t match it. Reply and ask them to DM an order ID. If silence follows, flag under “no experience” with a clear log of your search.
- Blackmail tone: A poster says they’ll switch to five stars for a voucher. Reply once, refuse the deal, and attach a screenshot in a flag for incentives.
- Competitor slams: The writing pattern or IP hint points to a rival. Collect patterns across posts and dates, then flag for conflict of interest.
- Old events: A review cites a four-year-old order and ignores fixes made since. Reply with the year and the fix; don’t ask for removal unless a rule is broken.
- Photos of staff: Faces posted without consent can be privacy issues. Flag and request blurring or removal.
What “Temporarily Offline” Means
The status means the text is hidden while the case is checked. It is not a final verdict. If the author uploads proof or trims a breach, the post can return. Don’t celebrate publicly. Keep your reply ready in case it reappears.
How Long Does Review Handling Take?
Timing varies by queue and rule. Simple personal data cases can move fast once you show the breach. No-experience cases can take longer because the author may still prove a purchase. Regional law can affect the path. Expect swings during peak shopping seasons.
How Many Flags Is Safe?
Use flags only when rules fit. Over-flagging can slow your future cases or draw a warning. Under-flagging lets fake content pile up. Train your team to tag issues with set reasons and keep a log of outcomes so your calls get sharper over time.
When To Bring Counsel
Most posts don’t need lawyers. If a post states a crime, names a staffer with abuse, or claims illegal acts, you should get advice. Ask counsel to draft a tight notice that quotes the exact line, shows why it’s unlawful, and points to harm. Don’t send threats to the author on the platform. Keep tone steady.
Template: Calm, Credible Reply
Thanks for sharing your experience. We’re sorry for the trouble with order #1234. Please write to alice@brand.com with that number and we’ll fix this today. We won’t ask you to change your rating. We’d just like a chance to set things right.
Playbook For Fewer One-Star Posts
Set clear delivery windows and stock rules on your site. Send tracking fast. Offer a fast, real contact path. Escalate weekend issues with a duty inbox. Share self-serve guides for common snags. Quick, clean service reduces blow-ups that land on public pages.
How Scoring Works And Why Stars Move Slowly
Each new post adds to the total and shifts the average by a small amount. A single one-star on a small profile can drag a score down far more than the same post on a page with thousands of posts. Reply rate also shapes buyer trust. Buyers read responses as much as stars. A clear, fair reply can save a sale even when the score dips.
Trusted Links To Read The Fine Print
If you want the exact rule text, read the platform’s
review guidelines
and your region’s
defamation law guidance.
These pages explain the reasons you can cite, the proof to send, and how notice-and-action works when content is illegal.
Rule Breaches And Typical Outcomes
| Violation Type | What It Means | Likely Outcome |
|---|---|---|
| No Experience | Author can’t show a real order or service use | Hidden pending proof; removed if none arrives |
| Personal Data | Full names, phone numbers, addresses, or order codes | Hidden until redacted; may be restored once fixed |
| Hate/Threats | Slurs, calls for harm, criminal content | Fast removal; account action possible |
| Incentivized Content | Perks, vouchers, or refunds tied to star ratings | Removal; warnings to the company |
| Conflict Of Interest | Staff, family, or paid posters posing as customers | Removal; profile penalties for patterns |
| Ads/Links | Promotions, referral codes, or unrelated links | Edited or removed depending on severity |
| Unlawful Content | Defamation, doxxing, or court-barred claims | Restricted or removed; may be region-specific |
Mistakes That Backfire
- Arguing tone-to-tone with upset posters
- Copy-pasting legal threats in public replies
- Asking for edits before you fix the problem
- Posting order IDs in public replies
- Flagging every bad post
- Offering perks for stars
Best Practices For Stores New To Reviews
- Claim your profile and add a complete bio, contact email, and business hours.
- Turn on notifications so new posts get a quick reply.
- Create a one-page SOP for flags with reason codes and sample notes.
- Measure time to first response and time to fix in your CX dashboard.
- Thank buyers who share fixes; these updates help readers judge fairness.
Common Myths, Debunked
- “We can wipe old one-stars by closing the profile.” Shutting a page does not erase public posts saved by crawlers or screen captures, and it often hurts trust.
- “Mass-inviting happy buyers will wash away last month’s issue.” Invite flows are fine when aligned with rules, but campaigns that screen for only happy buyers break platform policy.
- “A lawsuit forces instant takedowns.” Courts run on their own clock. Platforms still ask for exact notices and can limit access only in the region named.
A Quick Checklist Before You Flag
- Is the breach clear under a listed rule?
- Do you have neutral proof attached?
- Is your note short and factual?
- Have you removed personal data from files?
- Have you replied to the person with a path to fix?
What Success Looks Like
Your best win is a calm page where readers see fair replies, quick fixes, and a few removed posts that clearly broke rules. Over time, that pattern beats any single star swing. The goal is confidence for shoppers who read the full thread, not a spotless scoreboard.