Trustpilot flag evidence checklist

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

Trustpilot assesses only the content you highlight, for the one reason you choose.

• 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