Remove a fake Trustpilot review

Trustpilot guideline breaches

Trustpilot is open: anyone can review any company, without an invitation. That is why online businesses, e-commerce shops, BPOs and service companies selling abroad see reviews from people they have never dealt with. When a business flags a review, it chooses one of four reasons:

• Harmful or illegal: hate speech, discrimination, threats, violence, or defamation, meaning a false statement that harms a person’s or a company’s reputation. These reviews are temporarily blurred while Trustpilot looks into them.
• Personal information: someone’s name, phone number, email address or other personal details, for example a support agent named in full.
• Advertising or promotional: a review that promotes another company or product unrelated to the reviewer’s experience.
• Not based on a genuine experience: the reviewer never bought from you or contacted you, or confused you with another company.

Trustpilot is explicit that it does not remove reviews because a business finds them unfair or critical, and it asks businesses to flag 5-star reviews for the same reasons as 1-star ones.

How we report it to Trustpilot

1. Assessment. You send us the review links. We check each one against the four reasons and against your own records: orders, tickets, emails, chat logs.
2. Authorisation. You sign a short mandate letter naming NetClearer as your representative. We never ask for your login and are never added as a user of Trustpilot Business: you keep full control of your account.
3. Report. We contact Trustpilot directly on your behalf, with one reason and a short, factual explanation backed by your records.
4. Investigation. The report is handled by Trustpilot’s Content Integrity team. Apart from harmful content, the review stays online meanwhile. Trustpilot may contact the reviewer and give them a few days to act.
5. Decision and challenge. Trustpilot gives its decision. If it keeps a review that breaks the guidelines, we challenge it with an explanation and documents, which a trained team member reviews manually. If Trustpilot asks the account owner to confirm something, we tell you.

Non-customer reviews

“Not a customer” is the most common reason businesses flag, and the one most often refused. Trustpilot now checks these flags with automated detection, and it warns that not recognising the reviewer, or a reviewer not answering your request for details, is not enough on its own.

What helps is a clear account of how you searched: by name, email, order number, phone and dates, with no match. Patterns help too: several reviews in a short period, similar wording, reviews mentioning a product you do not sell, or a review that matches a competitor’s complaint. We assemble this into a one-paragraph explanation instead of a long dispute.

If Trustpilot refuses

• Challenge the decision with the evidence the first report lacked.
• Another reason: a genuine customer’s review can still include an agent’s full name or a threat, which is a separate breach.
• Reply publicly: a calm business reply on the review page, explaining the facts without personal details.

What we never do

• No fake or paid reviews. Trustpilot can show consumer warnings on profiles caught manipulating reviews.
• No flagging of every negative review. Trustpilot says it does not tolerate misuse of flagging, including flagging too quickly or for the wrong reasons.
• No contact with reviewers to pressure them into changing a rating.

Price and related services

₱1,400 for one review, ₱3,800 for three, ₱10,550 for ten, taxes included, with the challenge reply included. For other platforms, see remove fake reviews, Google reviews, Facebook Page reviews and Yelp reviews. All prices: content removal prices.