Trustpilot guideline: about a different business
Brands with similar names collect each other's reviews. So do brands whose products are sold by marketplace sellers. Trustpilot's different business rule covers reviews that are plainly meant for someone else. It does not cover reviews that are merely vague. We remove the reviews meant for someone else, and you pay per removal.
Published · Updated . Reviewed against Trustpilot’s guidelines on
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Dana R.
2 weeks ago on Trustpilot
Ordered from them twice. Actually this review is for the other company with a similar name, their cream gave me a rash.
The text clearly describes another company's product. Trustpilot can remove a review that is for another business.
Marcus T.
3 weeks ago on Trustpilot
Terrible. Never again.
A vague review. Trustpilot does not remove a review just because it is non-specific and does not mention the business's name.
Example. Reviews written by us. Not real reviews.
Short answer
Trustpilot can remove a review that clearly indicates it is for another business, and it can move a review that belongs on another of your own domains. The text has to point elsewhere: a product you do not sell, a service you do not offer, a company name that is not yours. A vague review stays online, and so does a complaint about your own supplier. The business must first ask the reviewer to update the review, and the reviewer has 3 days.
Key facts
Trustpilot can remove a review if it clearly indicates it is for another business. Its example is a review about buying a handbag on the profile of an insurance company.
Source: For which reasons can businesses flag service reviews?, Trustpilot Help Center
Trustpilot can move a review that was meant for another of the same business's domains.
Source: For which reasons can businesses flag service reviews?, Trustpilot Help Center
Trustpilot does not remove a review just because it is non-specific and does not mention the business's name.
Source: For which reasons can businesses flag service reviews?, Trustpilot Help Center
A business must ask the reviewer to update their review before it can flag it as being about a different business.
Source: For which reasons can businesses flag service reviews?, Trustpilot Help Center
If the business simply does not recognize the reviewer, Trustpilot directs it to Request information instead.
Source: For which reasons can businesses flag service reviews?, Trustpilot Help Center
This rule in 27 seconds
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The rule, in Trustpilot's words
Trustpilot's flagging reasons give three sub-reasons.
- "It's about one of my other domains." Trustpilot can move a review that was left on the wrong one of your profiles.
- "It's about another business entirely." "We can remove a review if it clearly indicates it's for another business, like if it describes buying a handbag and your business sells insurance."
- "I don't recognize the reviewer." This does not lead to a flag. You are directed to Request information.
What this rule does not cover
"We don't remove a review just because it's non-specific and doesn't mention your business's name."
The rule also does not cover your supply chain. A customer who ordered from you and blames your courier, your lab or your partner pharmacy is reviewing your service.
Evidence that supports a flag
- The words that point elsewhere, highlighted. The other company's name. A product you have never sold. A state you do not serve. A price you have never charged.
- One plain sentence of context. "We have never sold a skin cream." Trustpilot can check that against your website.
- For the wrong-domain case, the domain the review belongs on.
Examples
These examples are ours. They are written to show the rule and are not real reviews.
| Review text | Outcome under this rule | Why |
|---|---|---|
| "Their car insurance renewal doubled", on a telehealth profile | Can be flagged | The text clearly describes another kind of business |
| A review that names a rival brand throughout | Can be flagged | It indicates the review is for another business |
| A review meant for your UK site, left on your US profile | Can be moved | It is about one of your other domains |
| "The courier lost my parcel" | Stays online | Your courier is part of your service |
| "Awful. Avoid." | Stays online | Non-specific, which Trustpilot says is not a reason to remove |
The required first step
Trustpilot's flagging guide has you highlight the content and send the reviewer a request to update the review. They have 3 days. If the problem is not resolved, you can send the flag to the Content Integrity Team.
Many reviewers fix this kind of mistake themselves once they are asked, by deleting the review and posting it in the right place.
For health brands
Telehealth brands with similar names are mixed up often, and so are supplement brands with a retail lookalike. Marketplace purchases are the grey area. If the complaint is about a marketplace seller's delivery, it may qualify. If it is about how your product tasted or worked, it is about you, wherever it was bought.
Where to go next
The main Trustpilot review removal page covers all five reasons. The qualification tool asks about this rule in its fifth question.
We do this work for clients through our Trustpilot review removal service, and the price per removed review is published.
Frequently asked questions
No. They bought from you, and your suppliers are part of your service. The reason is for reviews that clearly belong to another company. Our guide to pharmacy delay reviews covers this mistake.
Yes. One of the sub-reasons is that the review is about one of your other domains, and Trustpilot can move it to the right profile. Source: flagging reasons.
Trustpilot says it does not remove a review just because it is non-specific. If you do not recognize the reviewer, use Request information.
Primary sources used on this page
- For which reasons can businesses flag service reviews?. Trustpilot Help CenterLast verified
- How to flag service reviews from your business account. Trustpilot Help CenterLast verified