Hi GRAFİK S,

Thank you for taking the time to share this with us, we really appreciate feedback!

It's great to hear that you are finding our widgets easy to use and that we're helping to build your Shopify stores and proving useful in showing customers that you're doing a good job, we love to hear that!

Reviews remain on our site once you have left us, this is correct. Whilst we can't offer you a solution this right now we can share a useful article on why we don't delete business reviews that might help to shine some light on this area of our platform: https://support.trustpilot.com/hc/en-us/articles/115000662708-Why-we-don-t-delete-business-profile-pages-from-Trustpilot

Thanks,

Trustpilot Team

Hi Mark,

Thanks for taking the time to leave us a review. We love hearing that you're enjoying responding to your customers through the Trustpilot platform.

We'll be sure to pass along your feedback regarding another reply option to our team to look into. If you have any additional questions or feedback, please don't hesitate to get in touch.

Hi Evan,

Thanks for taking the time to share your feedback with us. We'll definitely follow up with our Sales team and let them know of your comments to understand what happened and ensure it doesn't happen in the future.

We do ask that all customers cancel within their contract terms. If you ever have any questions about your contract or your account with us, your Customer Success Manager would be more than happy to help out.

Hi Deniz,

Thank you for sharing this will us, we appreciate feedback in all it's forms!

We give everyone the opportunity to use our platform for free, this allows you to engage and respond to reviews, build on your TrustScore and also flag what you feel are false reviews about your business.

Whilst we are a free platform and open for everyone to use unpaid, we recognise that we offer exclusive features to our paying customers. These features focus mostly on marketing collateral for businesses, deeper platform insights, increased use of features such as Trustboxes and access to Customer Success Manager. They do not offer to ability to remove reviews of any kind. All reviews made to businesses (paid or on a free plan) are scanned by the same systems and have the same flagging processes, we have the same rules for both because we must maintain the integrity of our platform and we see this as a pivotal component of doing so.

We take GDPR very seriously at Trustpilot, you can find our more about our GDPR and data protection requirements for businesses here :https://support.trustpilot.com/hc/en-us/articles/360000306528-The-GDPR-and-data-protection-requirements-fo

If you (or one of your customers in this case), write a review and it doesn't appear online, the chances are that our software has detected a guideline breach and taken it offline. This automated system removes reviews if they do not meet our reviewing guidelines, this can sometimes be because of aggressive language, the sharing of personal information, multiple reviews posted by the same user to a business or a user's IP address being registered to multiple accounts. If a business flags a review for removal we have the same guidelines and give businesses other options to dispute reviews such as - not a genuine experience and defamatory claims. Understandably the removal of reviews can cause frustration, however we notify users via email when this has happened and we ask them to provide proof within 3 days of a review being flagged and/or removed. Providing this proof is something that your customers are responsible for. You as a business also have the opportunity to appeal these removals with our Content Integrity team.

You can find out more about reviews, guidelines, our data and transparency views here in our Transparency Report: https://uk.trustpilot.com/trust/transparency

We also understand that customers and reviewers sometimes move on from us and while we're sad to see you go we hope that you continue to use reviews to improve services and products of the businesses that you purchase from.

Thanks

Trustpilot Team

Hi Rehab M

Thanks for taking the time to share this with us.

We remove reviews for a variety of reasons, in this instance it sounds like we asked you to provide some proof to verify your review made on our platform. We ask for proof via email and it is only not accepted when the proof doesn't fall within our accepted documentation list, which you can read through her: https://support.trustpilot.com/hc/en-us/articles/205994208-Why-do-we-ask-for-reviewer-documentation-

We understand that the removal of reviews and/or the not accepting 'proof' can be really frustrating for both our business and reviewers. However we have this guidelines and measures in place so that our platform remains a fair and trustworthy place for all.

If you would like to continue these conversations or appeal our decision we suggest using our support request form on our website: https://support.trustpilot.com/hc/en-us/requests/new

Thanks

Trustpilot Team

Hi Cynthia,

Thanks for leaving us a review. We definitely agree that reviews should be authentic and real, which is why anyone who has had a buying or service experience in the past 12 months can write a review, for free, as long as they have a Trustpilot user account, follow our Guidelines for Reviewers, and don’t have a conflict of interest with the business they’re reviewing.

Trustpilot's open to all and being an open platform also means giving both businesses and consumers the opportunity to flag a review if it contravenes our guidelines. Our Content Integrity Team checks each flagged review, and if they find that it breaks the rules, they take action.

As an independent review platform whose mission is to bring consumers and businesses together, we take a neutral stance towards reviews. For example, no business can pay to have reviews delayed or removed and everyone has to follow the same rules.

Our Content Integrity Team gives equal treatment to businesses that use Trustpilot for free and those that subscribe to our services. Our commitment to fairness and creating a level playing field provides the very foundation on which we operate and we’re passionate about keeping it that way.

Thanks,

The Trustpilot Team

Hi Keely M,

Thank you for taking the time to share your experience with us, we really appreciate feedback in all it's forms.

On our quest to be the most trusted and transparent reviews platform we are continually improving our processes across the business.

Thousands of businesses use Trustpilot’s invitation methods to encourage customers to share their experiences openly on Trustpilot and in the spirit of creating a fair platform, in August 2020 we announced the removal of manual reviews. This allows a greater emphasis to be placed on businesses to use automated triggers making sure feedback is requested from all consumers in a consistent and fair way. Whilst we have removed the ability to copy and paste customer information to send reviews we have not removed the ability to bulk upload customer data for a limited period (90 days from first use).

Our platform is free for all to use - business or consumer. We do have paid packages that offer features such as in-depth analytics and marketing collateral for you website or social media platforms (and more). However the majority of our platform users are on free plans and find that this option works well for them. The option to upgrade your account is always available to users through their dashboard or enquiry forms on our website.

Whilst we understand your reasons for moving on from us Keely, we wanted to share some further context around the challenges you faced.

Thanks

Trustpilot Team

Thank you for taking the time to share your experience with us. We appreciate feedback in all it's forms!

We're happy to hear that you enjoy the Shopify integration, we think it's great too.

Whilst we are a free platform and open for everyone to use unpaid, we recognise that we offer exclusive features to our paying customers. These features focus mostly on marketing collateral for businesses, deeper platform insights, increased use of features such as Trustboxes and access to a Customer Success Manager.

Our customer service teams are split across Support and Content Integrity and are available to all via forms on our website. We sometimes experience delays due to high volume of requests but our teams try to come back to people as quickly as possible. We're constantly working to improve our response time and customer service processes. We're sorry that your experience wasn't a great one, but we hope to be able to improve it for others.

We love to see customers updating their reviews when an issue has been resolved. We have a simple edit function which allows reviewers to amend their original reviews and update their fellow reviewing community about their experience.

Thanks

Trustpilot Team

Hi Bharath,

Thanks for taking the time to leave us a review. It's great to know that you've found Trustpilot to be an easy to use, quality software product.

Our Support Team works hard to help out as much as possible for those using our platform and are so sorry if that didn't happen in your case.

Thanks,

The Trustpilot Team