Trustpilot flag evidence checklist

One sheet per review. Complete every section before you flag. A submitted flag cannot be edited.

1. Capture the review before you do anything

[ ] Full-page screenshot with today's date visible
[ ] The review's link (URL) saved
[ ] Date posted, star rating and label noted (Verified, Invited, Redirected or Unprompted)
[ ] Reviewer's public profile noted: name shown, location, number of reviews, other companies reviewed
[ ] Date of experience noted, if shown

2. Choose one flagging reason

[ ] Harmful or illegal: hate speech, terrorism, threats or violence, obscenity, or defamation
[ ] Personal information: another person's name, phone number, email, photo or video
[ ] Advertising or promotional: another business, a promo code, a link, a call to action, spam
[ ] Not based on a genuine experience: the reviewer was not eligible to write the review
[ ] About a different business: another company, or another of your own domains

3. Write down the evidence

[ ] The exact words that break the rule, copied out
[ ] The supporting fact, in one sentence (for example: we have never sold this product)
[ ] Personal information: checked that it is not already public on your website or Trustpilot profile
[ ] Personal information: confirmed it belongs to someone other than the reviewer
[ ] Defamation: proof that a statement of fact is false, and the financial harm it caused
[ ] Genuine experience: the reason the reviewer was not eligible (employee, competitor, paid, someone else's experience, old experience)
[ ] Genuine experience: confirmed you did not invite this customer to review you
[ ] Genuine experience: confirmed the review is less than 12 months old

4. Do the required first step

[ ] Genuine experience: Request information sent to the reviewer. Date sent, and outcome after 3 days
[ ] Personal information or different business: edit request sent to the reviewer. Date sent, and outcome after 3 days
[ ] Harmful or illegal, and advertising: no first step required

5. Fairness and pace checks

[ ] Positive reviews searched for the same breach, and added to the plan
[ ] This review has not been flagged before for the same reason
[ ] No more than a few flags are going out this week
[ ] The review breaks a rule. It is not being flagged because it is negative

6. Health brands: keep these out of the file

[ ] No charts, prescriptions, lab results or intake answers
[ ] No screenshots of a patient account
[ ] No order details that name a medication
[ ] Facts are stated without records attached (for example: no account matches this name or email)

7. After Trustpilot decides

[ ] Taken offline: dead link checked and saved with the screenshot as proof
[ ] Kept online: decision recorded. One appeal allowed, within 6 months, only with new facts
[ ] Not flagged again for the same reason
[ ] A different rule also applies: flag it separately once this case is closed

From Remove One Star, https://www.removeonestar.com/resources/templates. Free to use and adapt.