Trustpilot FAQs

Trustpilot's Marketing Assets help you showcase your reviews, TrustScore, or star rating across all of your communication and marketing channels.

To get started, go to your Business Portal and click on the Marketing Assets tab on the side menu. You'll find our official brand assets (high-res and vector files), ready-to-use templates, as well as examples and inspiration from other companies.

You can find guidelines on how to use our logo, stars, and social icons in your marketing in our Brand Assets Style Guide.

Want to display reviews on your website? Look at our Service Reviews Integration Guidelines to make sure that you correctly implement your integration.

Marketing Assets

Download and use these assets in your marketing campaigns:

Brand Assets - The official Trustpilot brand assets for digital and print. This package includes the Trustpilot logo, stars, and social media icons.

Marketing Templates - Ready-made templates you can use to display reviews in advertising and social media.

Inspiration from companies

This section is filled with ideas, inspiration and examples of how other companies have used Trustpilot in online marketing, social media, print, offline, and TV advertising.

You can also submit your own examples to share with other companies.

Opinions change. You might want to edit or even delete a review that you've left on Trustpilot. Here's how you do it.

When a company replies to your review, you might want to change your original review to take their response into account. Maybe you want to respond to a company's reply to your original review. Or perhaps you want to completely delete your review.

Note: Youve got a user profile if you've ever written a review on Trustpilot - either on your own initiative or via an email invitation from a business. Don't remember what your login credentials are? Let us help you find your user profile.

Edit your review

On the Trustpilot website, select Log in in the upper right-hand side of the page.

Point to your name in the upper right-hand side of the page, then select My Reviews from the drop-down menu. reason(s)

Find the review you want to change and, underneath the review text, select the Edit button.

When you've finished editing, select the Post your updated review button.

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Delete your review

On the Trustpilot website, select Log in in the upper right-hand side of the page.

Point to your name in the upper right-hand side of the page, then select My Reviews from the drop-down menu.

Find the review you want to delete and, underneath the review text, select the Delete button.

In the confirmation dialog, select the OK button to delete your review.

Note: If you delete your review, it's gone for good. We can't recover the review later if you change your mind.

Who can edit or delete reviews?

On Trustpilot, reviews are published instantly, without moderation. They are user-generated content, which means that the person who wrote the review owns it and can edit or delete it at any time.

If a review is reported by the reviewed business or a member of our community because it violates Trustpilot's User Guidelines ( US users, UK users ), our Compliance Team will not edit or modify the review.

Instead, if the review can be brought in line with our guidelines, the reviewer will be informed that their review has been reported and for which, and will be given the opportunity to edit their review.

Reviews that have been reported will not be put back online until the reason(s) for which they have been reported have been addressed. Reported reviews are not visible during this process.

As part of a community that works together to maintain trust and integrity, reviewers can easily let us know about reviews that violate our guidelines.

For which reasons can I notify Trustpilot about a review?

If you're a reviewer, you can notify us about reviews that violate our User Guidelines ( US, UK ) for the following reasons:

the review containspersonal information

the review has offensive language

the review is spam

the review does not reflect a genuine buying or service experience

How do I notify Trustpilot about a review?

Find the review you want to notify us about. Click on the flag icon. get in touch with us

Confirm that you're a reviewer. If you represent the company that's been reviewed, you'll be asked to report the review via your business account.

Select the reason(s) for which you're notifying us about the review. Specify the problem in the text box provided.

Click Submit.

You'll see a confirmation message that lets you know our Compliance Team has been notified.

What happens next?

Each notification generates a ticket that is sent to our Compliance Team.

We'll let you know that we're investigating the review to see if it violates our User Guidelines as specified in the notification. During this process, we continue to show the notified review on Trustpilot and still count it in the star rating and TrustScore.

If a review violates our guidelines but it can be brought into line - e.g. if it contains offensive words that can be removed - it will be temporarily hidden until the review's author makes the appropriate changes. If they don't, the review will stay offline indefinitely.

If a review violates our guidelines and it can't be brought into line - e.g. if it's found to be fake - it will be removed.

Can I notify Trustpilot about multiple reviews on a company profile page?

Notifying us about reviews should be limited to instances where you have legitimate concerns and can show a particular reason why a review is suspicious or violates one or more of our rules. Please be aware that notifying a large number of reviews or re-notifying reviews you've previously flagged without good reason can be considered misuse of our notifying function.

Note: If you notice any suspicious activities or have information about misuse or abuse of Trustpilot's community, you can use our whistleblower function to contact our Compliance Team directly just send an email to [email protected]. We'll investigate the allegations and the evidence, and take appropriate steps to address any problems.

What happens if someone notifies Trustpilot about my review?

You won't be sent an email if someone notifies us about your review. However, if our Compliance Team finds that your review does violate our guidelines, you'll receive an email letting you know what you can do to help you get your review back online.

How should business users notify and report reviews?

Business users can report reviews from their business account (see which reasons companies can report reviews for here ). Businesses that don't have an account can sign up for free.

If you're a business user who wishes to notify us about a review on another company's profile, you can follow the notification procedure as a Trustpilot community member.

If you have any questions, feel free to .

Use your public Trustpilot profile to complement your website and introduce your company. Its a great way to promote your company and boost trust.

Your public profile is the first thing customers see when they want to review your company on Trustpilot. Customize your profile to make sure it's current and catchy.

Customize your public profile

Log in to the Business account and select Settings > Public profile setup.

Note: It can take up to 20 minutes for any changes that you've made to appear on your profile.

Company Information

Introduce your company and give your customers your contact information in the Company Information section. Search engines index this page, so make sure you maintain it on a regular basis.

Fill out these field groups to share information about your company:

Field groups

Description

About company

Contains fields for your company's display name, website, and a description of your company. You can also upload a picture of your company's logo or a screenshot of your homepage. Your image should be 120 px by 120 px.

Contact information

Enter your company's email address and physical location.

Social Media Profiles URLs

Enter URLs for any relevant social media profiles, such as Facebook, Google+, LinkedIn, Twitter, Instagram, and YouTube.

Your settings

Select the country where your company is registered. This affects your business category ranking, as you're ranked with other businesses in the same market.

Note: The Description field accepts HTML.

The Promotion Box

The Promotion Box helps build customer awareness about your companys brand and customer service.

Edit the information in the Promotion Box Title.

Choose a headline for your promotional message and enter the message details. You can add multiple headlines and details.

Note: The Title and Message fields do not accept HTML. The Promotion Box can contain one image that measures 255 px by 190 px.You should also note that you might need to upgrade your account to use this functionality.

The Guarantee Box

If you offer a guarantee to your customers, for example a money back guarantee, shipping within 24 hours, or hassle-free return, mention it in the Guarantee Box.

Enter information in the Headline, Teaser, and Guarantee details fields.

Select a picture, then select the Save and Publish button.

To deactivate your Guarantee Box, select the Deactivate here link.

Note: The Guarantee details field accepts HTML, but the Headline and the Teaser fields do not. The Guarantee details field can contain one image that measures 255 px by 190 px.

The Facebook Like Box

Help boost customer confidence by implementing a Facebook Like Box on your profile page.

Insert the Facebook page URL or the company page ID in the address field.

To preview your Facebook Like Box, select the Preview button. Select the Publish button to publish it.

Problems integrating the Facebook Like Box?

The Facebook Like Box is not compatible with Facebook pages that have restrictions enabled for certain users, such as age or country restrictions.

To fix this:

Log in to your Facebook page as an administrator.

Select Settings from the drop-down menu in the upper right-hand corner of the page.

Remove any restrictions. This gives everyone access to your Facebook page.

Once you have removed the restrictions, the integration should work smoothly.

If "Reviewer contacted" is shown above a review, it means the reviewed business has contacted the review's author to find out more about their experience or review.

A business may use this feature, for example, to get in touch with a reviewer theydon'trecognize. When this occurs, we show Reviewer contacted above the review text to indicate that the business has requested more information via the Trustpilot platform.

Why contact reviewers?

Asking for extra or more specific information lets businesses quickly identify, understand and solve any issues that arise.

This tool is available where a reviewer has posted a review on Trustpilot of their own accord (an organic review) or the review has been left in response to an invitation sent via a system other than Trustpilot's.* It can be used if the reviewed business needs further details to recognize or reach out to that customer.

How does it work?

Companies use their Business Account (available via our free or paid services), and click on the Find Reviewer tool to send messages to reviewers. This lets them directly reach out to authors of reviews.*

If youre contacted by a businessyou'vereviewed, youll receive a message via the email account thats linked to your Trustpilot user profile. You'll be able to reply to that message, but we won't share your email address with the reviewed business and messages between you and the company will not be published on our platform.

The reviewed business will tell you what they'd like to receive, such as information about your review or experience. For example, they may ask you for a reference number or order ID, or contact details.

Its up to you what you choose to provide, and youll be allowed 5 days to respond. The company will be notified if you reply, or if 5 days pass with no response from you.

If you choose not to respond, or don't provide enough information, the company can report your review for the reason: "This reviewer has not had a genuine buying or service experience." At that point, your review will be temporarily hidden while the report is handled.

Why should reviewers provide information?

By providing more details about your review or experience, you can help companies learn how to improve their services and address any issuesyou'veraised faster and more effectively. You may also be helping to keep your review online.

If a businessyou'vereviewed uses this feature, your review will still be visible on the businesss profile page while they contact you.

*Only for certain reviews: Reviewers can only be contacted about reviews that have not been written in response to a review invitation sent through Trustpilots system (with our free or paid services).

If you're a reviewer who no longer wants to have a Trustpilot account, delete your user profile. We do not delete company profiles or reviews.

We get it. Sometimes relationships come to an end. And while we'd love for you to keep your Trustpilot profile, you might want to delete it and leave the Trustpilot community.

To delete your user profile and your posted reviews:

On the Trustpilot homepage, select Log in to log in to your account.

Point to your name and, in the drop-down menu, select My settings.

information on how to delete review invitations data about a particular person

On your profile page, in the Delete user section, select the Delete my profile button.

In the confirmation dialog box, enter your email address and select the Delete button.

Important: When you delete your account, any reviews you've written will also be deleted. This process is irreversible.

Delete your review invitations data

Ifyou'vereceived invitations to write reviews on Trustpilot from companies who use our services and you also want to delete the data associated with these invitations, please contact the companies that asked you for the review directly. They are the data controllers for this data and can delete it for you.

If they don't know how to do this, refer them to our .

Take control of your Trustpilot account. Change your display name, specify which emails you want to receive, and change your password.

At Trustpilot, we're committed to transparency. This extends to your user profile. We want you to have as much control over your personal information as possible. You can:

Edit your personal settings

Specify your email settings

Change your password

You can also view and download the information that Trustpilot has about you and, if you no longer want to be a part of the Trustpilot community, delete your account.

To access My settings:

On the Trustpilot homepage, select Log in to log in to your account.

Point to your name and, in the drop-down menu, select My Settings.

Presto! Now let's move on to the good stuff.

Personal settings

In the Personal settings section, you can change your username. This doesn't have to be your real name, but it does need to follow our User Guidelines.

In the Name field, enter a username, then select the Save information button.

You can also enter optional information, like your city, country, and gender, to help other users get to know you better. And if you're so inclined, upload a profile picture and add a description.

Note: To change the email associated with your account, submit a request to our Support Team.

Email settings

Take control over the emails that you receive in the Email settings section. Select which messages you get from us, and which ones you'd rather not receive.

In Contribution, choose if you want to receive messages about reviews that you've posted.

General updates tell you about improvements we've made to the Trustpilot platform, and gives you inspiration about how you can get more out of using Trustpilot.

Note: Account support emails are enabled by default and cannot be disabled. This is so we can send you a message if, for example, you ever forget your password and need to reset it.

Change password

Note: If you signed up to Trustpilot with email after November 11, 2019, you will receive a new four-digit confirmation code to your email address every time you log in. The confirmation code will be used instead of a password.

Change or update your password in the Change password section.

In My settings, in the Change password section, enter your password in the Current password field.

In the New password field, enter your new password. Enter it again in the New password - again field, then select the Change password button.

Forgot your password? No worries. You can reset it from the login page.

We all need to update a password from time to time. Maybe you want to make it stronger, or you just need to change it for security reasons.

No matter the reason, it's easy to change your password directly from your Trustpilot Business account.

In the Trustpilot Business account, point to your name in the upper right-hand corner of the screen. Select Personal accountfrom the drop-down menu.

In thePersonal account, in the Change your login details card, select the Change password button.

In the Change password dialog, enter your current password in the Current password field.

Enter your new password in the New password field.

Your new password needs to be at least 8 characters long, and must contain at least one uppercase letter, one lowercase letter, and one number.

Select the Confirm password button. A confirmation message will appear at the top of your Business portal, and you can rest, safe in the knowledge that you have a new, strong password for your account. Well done.

Forgotten your password completely? It happens. We can help you if you need to reset your password.

Detailed, constructive and polite feedback in reviews is valuable input for our online review community, including the businesses reviewed.

We do have rules about what should and shouldn't be included when you write a review on Trustpilot, but to get you started, here's an infographic that summarizes the main points:

not to resolve disputes

Provide useful, constructive feedback

A good review includes enough detail to give others a feel for what happened. Explain which factors contributed to your positive, negative or just so-so experience. You might also offer your view on what the company is doing well, and how they can improve. But keep things friendly and courteous!

Here are two examples that consumers and the reviewed company might find useful:

Talk about a range of elements, including customer service

Increase the relevance of your review by addressing your overall experience, including the level of customer service you received. Tell people how helpful the company was! Focusing on only one element, such as product quality or delivery options, provides limited insight to readers.

Be detailed, specific, and honest

Theres no rule against only writing a handful of words in a review, but the more specific you can be, the more likely the review is to be useful. We suggest writing from your own individual perspective, keeping it honest and sticking to the facts. Help readers stand in your shoes.

The following reviews are too brief to tell readers what's good about the company. They alsodon'tprovide much useful feedback to help the business improve:

Leave out links and personal information

Reviews on Trustpilot shouldnt contain information that identifies people such as names, phone numbers or addresses. Please note that name abbreviations, initials, describing a person's physical characteristics or referring to their unique job title (such as CEO, owner, receptionist) may also lead to a person being identified and shouldn't be used in your review. We also don't allow reviewers to use their review to promote other companies. For example, the author of this review could be asked to edit it:

However, this version of the review is OK:

We understand that it can be tempting to highlight exceptionally good or poor customer service by naming the person who served you. But adherence to privacy laws on Trustpilot is important, so we suggest keeping your review general, and writing directly to the company to praise or complain about specific employees.

Keep it civil and friendly

Wedon'tmoderate or censor reviews beforethey'reposted because we trust that the majority of our users have good intentions. But publishing a review online means its public. Therefore, the same kinds of rules apply to customer reviews as to any kind of published opinion.

Freedom of speech gives you the right to express yourself, but theres a line between appropriate and inappropriate. At the extreme end, the law prohibits defamatory statements. This includes accusatory statements that are untrue or not yet proven to be true.

Ifyou'vehad a negative experience, instead of pointing an angry finger, a more credible approach is to adopt a calm, sober tone. Simply explain what took place and leave it to readers of your review to draw their own conclusions. This might also mean that the company in question will be more willing to engage with you to address the problem.

Feel free to update your review if needed

An important feature on Trustpilot is that you can edit your review to reflect a changed opinion or a resolved problem, or write a new review if you have a new or updated experience with the same company.

For sign-up services that continue over a period of time, you can edit your review as the relationship evolves to reflect the unfolding experience. We do allow companies to invite their customers to review them immediately after signing up. However, in some cases, it can make sense for users to later return and edit their review to reflect a more complete picture of their overall experience, or a changed opinion.

Checkyou'vegot the right domain name or company

Check that youre posting your review in the right place. If a company has claimed their profile on Trustpilot, theres often information about that business on the right-hand side of the profile page that can help you check whether this is the business youre intending to review.

Trustpilot is a platform that companies can access for free. Reviews are public, but that doesnt guarantee that the reviewed company will see your feedback. If you have an urgent problem, you should contact the company directly.

Please also remember that Trustpilots role is between reviewers and businesses. However, if you choose to write a review on Trustpilot, the company in question may see your feedback and engage with you. And other users who read your review will be able to learn from your experiences.

Proofread your review

It's a good idea to check that your review is readable, makes sense and has no typos before posting, but a surprising number of reviews contain errors. So remember to quickly run your eye over your text before hitting "post!

The Image Generator makes social sharing quick and easy. Choose quotes from your company's favorite reviews, style them with beautiful background images, and share them on social media.

Share an image with a review quote

Go to Trustpilot Business > Showcase >Social sharing > Image Generator.

1. Pick a quote from a review: Move the blue cursors to highlight the part of the review you'd like to share, or find another review by clicking on Choose another review. Keep in mind that the font size will adjust to the amount of text you select.

2. Style the quote: Personalize your review quote with a background image of your choice. You have three options:

a) Select one of Trustpilot's default images.

b) Search Unsplash 's large collection of free images.

c) Upload your own background image.

There are several styling options available under Styles. Apply a filter to your image, position the content, choose an appropriate image size, and change the text color.

3. Share on social media: Click on Share & Download to share the generated image on all your favorite social media channels.

Unsplash

Share an image with your TrustScore

Go to Trustpilot Business > Showcase >Social sharing > Image Generator.

1. Select Company TrustScore under Image types.

2. Style your TrustScore image: Personalize your TrustScore with a background image of your choice. You have three options:

a) Select one of Trustpilot's default images.

b) Search 's large collection of free images.

c) Upload your own background image.

There are several styling options available under Styles. Apply a filter to your image, position the content, choose an appropriate image size, and change the text color.

3. Share on social media: Click on Share & Download to share the generated image on all your favorite social media channels.

How to share an image on Instagram

To share your image on Instagram, simply download it from the Image Generator page and upload it manually to your Instagram account.

To help everyone get a quick overview of Trustpilot's rules for reviewers and users of our online community, we've summarized our User Guidelines below:

Four tips for staying within the rules:

You can write a review on Trustpilot if you've had a buying or service experience within the last 12 months - that is, you bought or ordered something, or used a service within the last 12 months.

If you received a receipt or other documentation that shows you had a buying or service experience, hang onto it in case there's a question about your review.

Reviews should be about your own experience.

Remember to double check that you've posted your review on the right company's profile page!

here

Did you know?

You can edit or update your review at any time.

At Trustpilot, we don't monitor reviews, but we do have some automatic checks to prevent coarse language and links in reviews. We also let our community notify us of reviews that violate our guidelines, and businesses can report reviews that don't meet our guidelines.

We can ask you to change your review if it violates our guidelines, for example, if it contains accusations or personal information.

What's not allowed on Trustpilot:

Because reviews are user-generated content, as a general rule we don't delete them. However, if you misuse your user profile and we have to delete that, all the reviews attached to it will also be deleted.

If we ask you to change your review to bring it in line with our guidelines and you don't, we can remove your review.

It's not okay to misuse our reporting or notification tools, to threaten, abuse or blackmail companies, commit fraud, or carry out inappropriate behavior in connection with using Trustpilot.

Remember that this is only a summary! See our User Guidelines in full here: US version, UK version. We also have tips on how to write great reviews.

For businesses, we have a set of Company Guidelines ( US version, UK version ) that apply to their use of Trustpilot. See a quick guide .

Most of our emails contain a link that you can click to unsubscribe from our emails. But there are some messages you need to receive in order to write reviews on Trustpilot.

We only want to send you emails that you want to receive, so we've included an Unsubscribe link in most of our emails. There are, however, some emails that we must be able to send you. These include, for example, emails about forgotten passwords or account information messages.

What kinds of emails can I unsubscribe from?

You'll find an Unsubscribe link in emails about:

Your reviews

Inspiration

Tips about businesses and products

Information about Trustpilot

New features on Trustpilot

Which messages don't have an unsubscribe link?

Some emails don't contain an Unsubscribe link. They're typically account or service-related messages that we need to make sure you receive.

You can't unsubscribe from emails about your login details, for example, because if you ever forget your password and need to reset it, we need to be able to send you a message so we can help you.

We also don't include an Unsubscribe link in emails when you sign up to Trustpilot or write a review for the first time. Your first email from us contains login details and important information about how you can set up your account.

If you don't want to receive any account or service-related emails at all, you can delete your profile and your reviews to make sure you don't receive any further emails from Trustpilot.

What happens when I click unsubscribe?

If you're in the US, clicking the Unsubscribe link shows you a list of the emails you can unsubscribe from. You can choose the types of messages that you don't want to receive by clearing the relevant boxes.

If you're in Europe or any country other than the US, clicking the Unsubscribe link automatically unsubscribes you from all communications that aren't service-related.

Will unsubscribing from emails stop me from receiving review invitations?

Companies can still send you review invitations even when you've unsubscribed from Trustpilot emails, because it's the company that initiates these messages and not Trustpilot. Review invitations should contain their own Unsubscribe links. If you unsubscribe using this type of link, you will no longer receive invitations to leave reviews on Trustpilot from any company who uses our automated services.

Oops! I didn't mean to unsubscribe.

Accidents happen. If you've clicked the Unsubscribe link by mistake and want to opt back in immediately, click the Resubscribe button in the confirmation message that you received.

You can also resubscribe directly from your Trustpilot account.

Log in and select My Settings.

In the Email settings section, under Contribution, select Companies on Trustpilot can invite me to write reviews.

3. Select the Save email settings button.

Now you're finished, and you can receive invitations from businesses again.

While our TrustBox widgets are designed for websites, they work just as well in mobile apps. This article walks you through how to implement a TrustBox in your mobile app.

Developers, you can go straight to our GitHub project for basic code examples and iOS or Android instructions.

API documentation

TrustBoxes in native apps

Because our TrustBoxes are designed for the web, implementation for native apps involves copy/pasting an HTML <script> tag that loads the TrustBox functionality and a <div> tag that defines the parameters of the specific TrustBox. You can find all of our TrustBoxes in Trustpilot Business under Integrations > TrustBox Library.

Implementing a TrustBox in an iOS app

A TrustBox can be used to show Trustpilot data in your app by using the WKWebView from the iOS WebKit SDK. Ask your developer to follow the implementation steps provided in our GitHub project. There are also more tips, e.g., how to handle navigation from links in the TrustBox.

Implementing a TrustBox in an Android app

A TrustBox can be used to show Trustpilot data in your app by using the WebView from the WebKit SDK. Ask your developer to follow the implementation steps provided in our GitHub project.

Using our APIs to build your own TrustBox

You can use Trustpilots APIs to build custom versions of our TrustBoxes. Through our APIs, you can get data about your company on Trustpilot, e.g., your reviews, TrustScore, number of reviews, and current star rating.

To use our APIs, you need an API key, which you can get from your account manager.

In our GitHub project, theres an example of how to use Trustpilots APIs to show reviews in your mobile app.

Learn more about getting started with our APIs and see our for developers.

When you want to add a TrustBox to your website but have limited access to the source code, use Google Tag Manager (GTM) to add the widget as a custom script.

With GTM, you add a TrustBox to your website as a custom script. You'll use GTM to create a new Custom HTML tag, add the TrustBox code, and finally, position it on the web page.

Check that you've set up GTM correctly on all the web pages where youd like to display TrustBoxes. If you need help, please refer to Googles GTM support article.

Note: You should have basic knowledge of HTML to use Google Tag Manager.

Add a TrustBox to your website using Google Tag Manager

In Trustpilot Business > Showcase, find your TrustBox widget, and click the Get Code button.

Log in to your Google Tag Manager account and create a new Custom HTML tag.

Your widget appears at the bottom of the page by default. There are two ways to move the TrustBox to another location:

If you have access to the HTML of your page, add a TrustBox placeholder container, for example, <div id="trustbox"/>. Use GTM to inject the TrustBox in the placeholder container.

Find an existing container in your HTML source and refer to its ID or class property in GTM to inject the TrustBox. In the example below, you'd refer to the "customer-experience" element as your widget's container in GTM.

In the Tag Configuration panel, paste the TrustBox code and wrap it inside a JavaScript function.

Replace the HTML_ID placeholder with the ID of the container you chose in step 3.

Replace the TRUSTBOX_HTML placeholder with the TrustBox code from the Trustpilot Business app. It's the code with the <div> element.

<script>

(function () {

var containerId = 'HTML_ID';

var trustboxContainer =

document.getElementById(containerId) ||

document.getElementsByClassName(containerId)[0];

if (trustboxContainer) {

var trustbox = document.createElement("div");

trustbox.innerHTML = 'TRUSTBOX_HTML';

trustboxContainer.appendChild(trustbox);

}

})();

</script>

<!-- TrustBox script -->

<script type="text/javascript"

src="//widget.trustpilot.com/bootstrap/v5/tp.widget.bootstrap.min.js" async></script>

<!-- End Trustbox script -->

Important: Always add the bootstrap script right after the HTML code.

Under Triggering > Firing Triggers, add a DOM Ready trigger as a firing trigger.

Create a new version in GTM and publish your changes.

Version 2.6 - September 19th, 2018

Would you like to build an integration or custom widget that displays your service review data? Our Integration Guidelines will help you implement your Trustpilot review content and display our logo and images correctly.

Important: Trustpilots Integration Guidelines apply to everyone who is permitted to use our APIs, and Trustpilot reserves the right to revoke your API access if you violate our guidelines. If you want to ensure that you always display data that is compliant, we recommend using one of our TrustBoxes.

Content requirements

Follow Trustpilots content requirements when using our APIs:

Always do this:

To display reviews or ratings on your site, store your data in your own backend system. Make sure to update it regularly, preferably using webhooks.

Display your accurate overall score either as a star rating (star image), TrustScore (number) or star label (text)

Display your total number of reviews

Unless displaying all reviews, indicate that youre only showing a selection

Link back to Trustpilot, so customers can read your reviews in full

Dont do this:

Edit the content of a review, including TrustScore, text, author, date, etc.

Publicly display sensitive information, e.g. customer emails, reference numbers

Display information in a libelous or defamatory, obscene, malicious, or discriminatory manner

Index the reviews to get Rich Snippets or display them as your own content

Share your API key with 3rd parties who are not a part of your API development

Note: Youdon'thave to show your category ranking, but if you do, make sure its accurate.

These are the words we use at Trustpilot:

API documentation

How to display your overall TrustScore correctly:

SEO requirements

Follow Trustpilots SEO requirements to avoid duplicate content penalties and damage to your search engine rankings.

You can do this:

Dynamically load the data with JavaScript from a site where the robots.txt prevents search engines from crawling the JavaScript. For example, you can dynamically load the data client-side through Trustpilot APIs on developers.trustpilot.com.

Use an Iframe where the framed pageisn'tcrawlable by search engines. For example, you can no-index the framed page or remote load the framed page from a website where robots.txt prevents search engines from crawling it.

Dont do this:

Include Trustpilot reviews directly in your source code

Dont mark up your TrustScore to get rich snippet stars on your own site. For more information, read our blog post about what Google's changes to rich snippets mean for Trustpilot customers.

Branding requirements

Following Trustpilots branding requirements establishes review credibility. It confirms that your reviews come from a trusted and independent third party source.

Always do this:

Include at least one Trustpilot logo on every page displaying reviews or ratings

Place the logo close to the overall TrustScore or reviews

Dont do this:

Display the review content as your own without mentioning Trustpilot

For more details on how to display the Trustpilot logo and star images, visit our Brand Style Guide.

How to display the Trustpilot logo correctly:

How partners can give credit to Trustpilot when displaying reviews:

API documentation

Now thatyou'veread our guidelines, youre ready to build your API integration with Trustpilot. Our has everything your developer needs to know.

TrustBoxes are Trustpilot's widgets. Embed these stand-alone applications in your website to show your most recent reviews, TrustScore, and star ratings.

There are several different TrustBox widgets you can add to your website. Show your favorite reviews in one TrustBox, your latest reviews in another, or create several targeted TrustBoxes that display reviews that are relevant to a specific segment of your customers.

Choose a TrustBox widget

First things first choose a TrustBox for your website. There are a lot of layouts and functionalities to choose from, so pick the widget that best suits your business's needs.

In Trustpilot Business > Showcase > Website widgets, browse the TrustBox library and select a TrustBox.

Once you've chosen a TrustBox widget, click the Learn more button.

Configure your TrustBox

Now that you've picked out a TrustBox, it's time to configure it.

Under Get your TrustBox, customize your TrustBox.

Location

Choose the location whose reviews the TrustBox displays. Select All locations, or just one specific location.

Note: Locations are currently available for customers in the UK and Australia.

Select your reviews

Select the reviews that you want to display in the TrustBox. You've got four options to choose from:

Review types

Description

Your latest reviews

Displays reviews in reverse chronological order, starting from your latest review

Your reviews by star rating

Displays the star ratings that you select, for example, all 3-, 4-, and 5-star reviews

Your favorite reviews

Manually select your favorite reviews to display in the TrustBox

Your reviews by tag

Select tagged reviews to target a specific audience. You can select one tag per TrustBox.

Keep in mind that when you select reviews for TrustBoxes, you don't show reviewers the full, accurate picture of all your customers' opinions. Although your TrustBox always displays your TrustScore and star rating, we still recommend displaying all your reviews even the negative ones.

Configure your TrustBox

Configure your TrustBox to fit your website's design.

Settings

Description

Preferred language

The TrustBox's display language

Width

The TrustBox's width

Height

The TrustBox's height in pixels

Theme

Choose a light or dark theme

Conversion Optimization Test

Enable the TrustBox Optimizer for this box

Implement your TrustBox

You've chosen and configured your TrustBox. It's time to put it on your website.

Under Implement your TrustBox, click the Get Code button. Share instructions, so you can send it to yourself or your developer.

Copy the TrustBox script into the <HEAD> section of your website. You only need to do this once, even if you're adding multiple TrustBoxes.

Add the TrustBox HTML to the <BODY> where you'd like to display your TrustBox(es).

Note: If you can't put the script in the <HEAD> section, you can put it in the <BODY> section before the HTML. Keep in mind that this may impact your website's performance.

Now that you've implemented your TrustBox, consider testing how your TrustBoxes perform with the TrustBox Optimizer. And if you want to know more about TrustBoxes in general, check out our other articles on the subject.

Depending on how you create your application, add a TrustBox widget using JavaScript or your app's relevant framework.

Add a TrustBox widget with JavaScript

To add a TrustBox with JavaScript:

Make sure you insert the TrustBox script in your app, preferably in the head tag.

<!-- TrustBox script -->

<script type="text/javascript" src="//widget.trustpilot.com/bootstrap/v5/tp.widget.bootstrap.min.js" async></script>

<!-- End TrustBox script -->

Insert the TrustBox HTML snippet in your application.

Add a reference to the TrustBox HTML element in JavaScript. For example, you can add a custom id attribute on the <div>.

<div

id="trustbox"

class="trustpilot-widget"

[ long list of data attributes...]>

<a

href="https://www.trustpilot.com/review/example.com"

target="_blank"

rel="noopener">

Trustpilot

</a>

</div>

Reference the TrustBox HTML element and load the TrustBox.

const trustbox = document.getElementById('trustbox');

window.Trustpilot.loadFromElement(trustbox);

React applications

To render a TrustBox in a React application:

Insert the TrustBox script in your app, preferably in the head tag.

<!-- TrustBox script -->

<script type="text/javascript" src="//widget.trustpilot.com/bootstrap/v5/tp.widget.bootstrap.min.js" async></script>

<!-- End TrustBox script -->

Create a component for rendering the TrustBox. There are two ways to do this by using a class component or by using a functional component and the new hooks API from React version 16.8 or later.

Here's a sample that uses a class component:

import React, { Component } from 'react';

const TrustBox = ({ trustBoxRef }) => (

<div

ref={trustBoxRef} // We need a reference to this element to load the TrustBox in componentDidMount.

className="trustpilot-widget" // Renamed this to className.

// [ long list of data attributes...]

>

<a

href="https://www.trustpilot.com/review/example.com"

target="_blank"

rel="noopener noreferrer"

>

Trustpilot

</a>

</div>

);

class TrustBoxContainer extends Component {

constructor(props) {

super(props);

this.trustBoxRef = React.createRef();

}

componentDidMount() {

// If window.Trustpilot is available it means that we need to load the TrustBox from our ref.

// If it's not, it means the script you pasted into <head /> isn't loaded just yet.

// When it is, it will automatically load the TrustBox.

if (window.Trustpilot) {

window.Trustpilot.loadFromElement(this.trustBoxRef.current, true);

}

}

render() {

return <TrustBox trustBoxRef={this.trustBoxRef} />;

}

}

export default TrustBoxContainer;

Here's a sample of using a functional component and the hooks API from React (requires at least version 16.8 of React).

import React from 'react';

const TrustBox = () => {

// Create a reference to the <div> element which will represent the TrustBox

const ref = React.useRef(null);

React.useEffect(() => {

// If window.Trustpilot is available it means that we need to load the TrustBox from our ref.

// If it's not, it means the script you pasted into <head /> isn't loaded just yet.

// When it is, it will automatically load the TrustBox.

if (window.Trustpilot) {

window.Trustpilot.loadFromElement(ref.current, true);

}

}, []);

return (

<div

ref={ref} // We need a reference to this element to load the TrustBox in the effect.

className="trustpilot-widget" // Renamed this to className.

// [ long list of data attributes...]

>

<a href="https://www.trustpilot.com/review/example.com" target="_blank" rel="noopener"> Trustpilot

</a>

</div>

);

};

export default TrustBox;

If you want to reuse the TrustBox component and render multiple TrustBoxes in your app, you could convert the data-template-id attribute to a prop and pass down the different template IDs you want to use. The template ID is the TrustBox's unique identifier that you can get in the Trustpilot Business application configuration page.

Angular applications

To render a TrustBox in an Angular application:

Insert the TrustBox script in your app, preferably in the head tag.

<head>

<!-- TrustBox script -->

<script

type="text/javascript"

src="//widget.trustpilot.com/bootstrap/v5/tp.widget.bootstrap.min.js"

async>

</script>

<!-- End TrustBox script -->

</head>

Create a component for rendering the TrustBox with the ng g c trustbox component.

In the template file, paste the code snippet from the integration page and add a custom id attribute on the <div>.

// file: trustbox.component.html

<div

id="trustbox" // our custom id attribute

class="trustpilot-widget"

[ long list of data attributes...]

>

<a

href="https://www.trustpilot.com/review/example.com"

target="_blank"

rel="noopener">

Trustpilot

</a>

</div>

In the Component class, you must:

Implement OnInit.

Get a reference to the element that we pasted previously.

Call the loadFromElement function.

// file: trustbox.component.ts

import { Component, OnInit } from '@angular/core';

@Component({

selector: 'app-trustbox',

templateUrl: './trustbox.component.html'

})

export class TrustboxComponent implements OnInit {

constructor() {}

ngOnInit() {

const trustboxRef = document.getElementById('trustbox');

window.Trustpilot.loadFromElement(trustboxRef);

}

}

Render the component in your app where you want to display the TrustBox.

<app-trustbox></app-trustbox>

Note: If you use a different application framework that's not covered here, consider adding a TrustBox using JavaScript and adjust it to fit your framework.

TrustBoxes and routing in single-page applications

Our bootstrapper script runs when the page loads. It searches for all TrustBoxes on the page, and loads them based on their HTML markup. However, there are subtle differences between how different single-page application frameworks deal with routing and, unfortunately, there is no common way for us to detect when a route has been changed.

As a result, our bootstrapper script doesn't always detect route changes in some single-page applications. For example, if you place a TrustBox on a route in a single-page application that opens after the bootstrapper script has been loaded, the TrustBox may not load.

If this happens, use the loadFromElement function to load the TrustBox when the route has changed. The loadFromElement function expects a DOM element as input.

Providing us with documentation that shows your buying or service experience* lets us verify that you're eligible to write a review. This helps us create a more trustworthy online review community.

OurCompliance Team may ask reviewers for documentation in response to a report or notification about a review. For example, when:

A user of our platform notifies us about a review that they have reason to believe is fabricated.

A reviewed company reports a review because they believe the reviewer has not had a genuine buying or service experience.

What types of documentation can we accept?

Order confirmations

Invoices or receipts

Delivery notes or reports

Screenshots of your logged in user profile

Your email conversation with the reviewed company

If you don't have one of the documents listed here, you can send us what you do have if you believe it demonstrates a buying or service experience with the company - and well be happy to consider it. If there's enough information to verify your experience and get your review back online, we'll do our best to make sure that happens.

What do you need to show?

In looking at the documentation, we try to connect the reviewer to the buying or service experience they've described. We usually look for four key elements:

Name of the company

Name of the buyer, recipient or user of the service

Date of the purchase, or date of provision or use of the service, and

A reference number or order ID.

Order confirmation is the most common type of documentation we receive. Here's a more detailed explanation of which elements we look at:

UK version

Please don't send us any sensitive documents for example, copies of passports or medical records. If your documentation contains sensitive information such as bank account details please be sure to redact or black out those parts before sending it to us.

We know that not everyone's an IT whiz. For help with creating screenshots from a laptop or PC, see this guide.

How to submit documents

If our Compliance Team has emailed you asking for documentation to verify your review, you can send your documents by replying to that email. You can also forward emails from the company, pdf attachments and screenshots of user registration/profile or similar to [email protected].

*Note: At Trustpilot, a buying or service experience includes purchasing a product or service, placing an order, or using a company's services in a way that can be documented such as via correspondence or interaction with the company. See our User Guidelines ( US version, ) for more.

Get answers to some of the most common questions about displaying, loading, implementing, and the availability of Trustpilot's TrustBox widgets.

Availability

I'm on a free account. Are there any TrustBoxes I can use on my website?

Yes. We've got two TrustBoxes available to customers on free accounts.

I've implemented the TrustBox script for the Carousel widget, but it only displays the Trustpilot logo or the number of reviews I have. Why doesn't it show the Carousel TrustBox?

Customers on our Pro and Enterprise plans can use the Carousel TrustBox. If you're a free customer or on our Lite plan or if you've downgraded from Pro to Lite you don't have access to the Carousel. Sorry!

I'd like to have a TrustBox where consumers can leave a review directly on the website. Do you have one?

Yes! We do. The Evaluate TrustBox lets consumers review you directly on your website.

Loading issues

Why doesn't my TrustBox load properly? It only shows a link to Trustpilot.

It sounds like the bootstrap script hasn't loaded. The bootstrap script is the first of the two code snippets you need in order to embed a TrustBox on your page.

We recommend placing the script in the <head></head> section of your websites HTML, and if you don't have access to that, place it in the <body></body> section just before the TrustBox code (the second code snippet).

We've also got a guide to help you make sure your TrustBox has been correctly implemented if it runs in a single-page application.

Note: You may encounter problems loading your TrustBox in Internet Explorer 11 if your page is configured to run in Internet Explorer 9 compatibility mode. To check, search for a <meta http-equiv="X-UA-Compatible" content="IE=9"> tag in the head section of your page. If it's there, your page is configured incorrectly, so simply remove the tag.

What happens to my TrustBox if Trustpilot's systems are down?

TrustBoxes have an extra layer of fallback cache (30 days), so your TrustBox will continue to show review content. However, review data won't be updated every 20 minutes until the error has been solved. If the fallback cache is down or has expired, TrustBoxes display a fallback logo.

Can adblockers block the TrustBox from displaying reviews?

It depends on the adblocker. Adblockers block a wide range of things and aren't all the same, so we can't guarantee that all adblockers allow all TrustBoxes to display reviews. That said, we monitor our TrustBoxes to keep this from being a problem.

What browsers are compatible with TrustBoxes?

Trustpilot supports Chrome, Firefox, Safari, and Edge.

TrustBoxes are incompatible with Safari for Windows, and Internet Explorer v. 10 and earlier.

Note: TrustBoxes display properly in newer versions of Safari on Mac OS, but you may experience some issues with older versions of Safari.

Implementation questions

How do I add a TrustBox to my website?

Once you've picked out a TrustBox and configured it in Trustpilot Business, you need to add some code to your website. Here's a step-by-step guide and a video that shows you how to get your TrustBox up and running.

Can I implement a TrustBox on my WordPress website?

Yes. You need to add the bootstrap script into the header of the display page, so you'll need to change your WordPress header.php template file. You may need help from a developer to do this.

You may also switch from Visual to Text edit mode in WordPress, then paste the TrustBox JavaScript and HTML code snippets into the editor.

I don't see any products in the Product Review TrustBox I just installed. How do we create them and link them to the TrustBox?

Make sure you've created your product catalog correctly, then contact a Support Agent for assistance.

My rich snippet stars have disappeared from Google. Why did this happen and what can I do to get them back?

Rich snippet stars appear at Google's discretion. Make sure you thoroughly check your website to improve the likelihood that you'll get those stars back.

Important: On September 16, 2019, Google changed their rich snippet guidelines. Heres some information about what this means for Trustpilots customers and community.

Will a TrustBox slow down my website and does it affect SEO?

TrustBoxes are designed to have minimal impact on your website. When your page loads for the first time following implementation, youll get a request to load a small script. The small script doesn't fetch the TrustBox content until your page has loaded.

TrustBoxes wait for your website to load fully to minimize impact. If your page loads slowly, Google may not index your page and that might affect your SEO.

Do TrustBoxes support Subresource Integrity (SRI)?

No. Because enforcing an SRI hash would require you to update your website in sync with Trustpilot's frequent updates to ensure your widgets still work.

PCI DSS (Payment Card Industry Data Security Standard) Compliance regulations do not apply to Trustpilots widgets because Trustpilot does not accept, process, store or transmit card payment information.

It is recommended practice for PCI DSS Compliant customers to segregate PCI DSS compliant needs from other web components, and safeguard according to their respective unique business responsibilities.

Display issues

How do I change my TrustBox's language?

There are two things you need to do to change your TrustBox's language. First, let's change the display language.

In Trustpilot Business > Showcase > TrustBox library, choose your TrustBox.

Under Get your TrustBox, go to Configure your TrustBox.

In the Preferred language drop-down menu, choose your language and then click the Get code button.

Now it's time to filter the reviews to only show the ones in your preferred language.

When you implement the TrustBox script, add the data-review-languages setting and make sure it matches the data-locale language. For example: data-locale="en-US" data-review-languages="en"

Can I change the color of my TrustBox?

No. You can't change a TrustBox's color. Some TrustBoxes have different themes you can choose from, but you're not allowed to customize your TrustBox.

Do TrustBoxes use responsive design?

Absolutely. All our TrustBoxes are responsive. They have internal breakpoints that ensure the content position adapts to given dimensions and they can scroll.

TrustBoxes are embedded in an iFrame on your website. The iFrame doesn't fully support resizing, so TrustBoxes aren't completely fluid in all dimensions. When you resize your browser window, the TrustBox's width resizes, but the height remains fixed. For the best results, set the width to 100% and adjust the height of your DOM elements to fit the TrustBox's minimum height.

Note: Check the minimum and maximum dimensions of your TrustBox(es) before implementing them. You'll find this information on the Preview page of each TrustBox.

How do I show review data on mobile using a TrustBox Carousel?

Create a responsive state by overriding the height of the iFrame to be larger on mobile. You can wrap the TrustBox with a new HTML division and override the iFrame's height with CSS.

See example:

<div class="carousel">

<!-- TrustBox widget -->

<div class="trustpilot-widget" data-locale="en-GB" data-template-id="53aa8912dec7e10d38f59f36" data-businessunit-id="5400267300006400057a0113" data-style-height="130px" data-style-width="100%" data-theme="light" data-group="on" data-stars="1,2,3,4,5">

<a href="https://uk.trustpilot.com/review/mywebsite.com" target="_blank">Trustpilot</a>

</div>

<!-- End TrustBox widget -->

</div>

<style>

/* Target mobile displays with a media query */

@media (max-width: ...) {

.carousel {

width: 320px;

}

.carousel iframe {

height: 280px !important;

}

}

</style>

Reviews can be reported if they violate Trustpilot's guidelines, but if the problems identified can be addressed, we're happy to reinstate them.

We want Trustpilot to have as many genuine and helpful reviews as possible. To maintain trust, we allow people to report reviews that contravene our User Guidelines ( US, UK ). But we also balance this by requiring the person reporting to explain exactly which guideline has been contravened for each reported review, and a prohibition against abusing this tool. Reported reviews are temporarily hidden, but where possible, our Compliance Team will work with reviewers to help them get genuine reviews back online.

Who reported my review?

Reviews can be reported for breaching Trustpilot's User Guidelines in two different ways:

The reviewed company reports it

Another user notifies our Compliance Team about a problem with your review. If there is a breach of the rules, our Compliance Team then reports the review

Why was my review reported?

There's a range of reasons why a company can report your review and reasons why a user can notify us about your review. Every flagged review will be assessed by our Compliance Team, and if we find it contravenes our guidelines for the reason it was flagged, we'll get in touch with you and explain what's happened. So that we can get your review back online, we may ask you to modify your review (for example, remove any offensive language) or provide us with documentation to verify your experience.

For a refresher on writing reviews within the rules, here's 8 tips for writing great customer reviews.

What happens when a company reports your review

All companies can report reviews that contravene Trustpilots User Guidelines ( US, UK ). This tool is available to all businesses, whether they subscribe to our paid services or not. We make it clear to companies what they can report for, and that they have a responsibility to report reviews correctly.

If a company reports your review, the review content and star rating are temporarily hidden while our Compliance Team assesses whether it breaches our rules. In its place, we show the reason for reporting, as written by the company:

customized software

Note that you'll still be able to see your review in full if you log in to your user profile.

Our Compliance Team will assess the company's report and either:

Put your review back online as quickly as possible if the reason for reporting is invalid

Investigate further, where we may ask you to modify your review or provide us with documentation to verify your experience, or

Remove the review from Trustpilot. This will only happen if there's no way to address the problem(s) highlighted in the company's report or if the edits requested are not completed to make the review compliant. You'll also be sent an email letting you know that your review has been removed.

If we contact you to edit your review or provide documentation to verify your buying or service experience, well give you 7 days to reply. Note: you can send us your documentation by replying to our message or emailing [email protected].

If you send us the necessary documentation or edit your review to address the problems identified, we'll put your review back online and let you know. We'll also let you know if more information is required.

If wedon'thear from you, your review will stay offline but it won't be deleted. If you respond to us at a later date, we can restore your review.

What happens when another user flags your review

Other reviewers can notify us if reviews fail to comply with our User Guidelines. We call this our "Notify Compliance Process ".

Reviews that we've been notified about stay visible on Trustpilot while our Compliance Team investigates.

If there's no violation, the report will be dismissed and your review will stay online. If there is a violation and the reporting reason is valid, your review will be reported and the text and rating hidden on Trustpilot. In its place we explain that our Compliance Team has reported your review:

You'll still be able to see your review in full if you log in to your user profile.

At this point, our Compliance Team will either:

Ask you to modify your review or provide us with documentation to verify your experience, or

Remove the review from Trustpilot. This will only happen if there's no way to address the problem(s) highlighted. You'll also be sent an email letting you know that your review has been removed.

If we contact you to edit your review or provide documentation to verify your buying or service experience, well give you 7 days to reply. Note: you can send us your documentation by replying to our message or emailing [email protected].

If you send us the necessary documentation or edit your review to address the problems identified, we'll put your review back online and let you know. We'll also let you know if we need more information.

If wedon'thear from you, your review will stay offline but it won't be deleted. If you respond to us at a later date, we can restore your review.

Why does it take so long to handle reported reviews?

Over a million reviews can be posted on Trustpilot in a month, and even if only a small percentage of these are reported, that's a lot of tickets for our Compliance Team to handle! We address each report as quickly as possible, but the process can take time because we usually allow up to 7 days for people to respond to our requests for more information.

Reported reviews and the TrustScore

The ratings attached to a review count towards a company's TrustScore unless the review is removed. This means that the ratings attached to reported reviews still count while we assess and/or address the report.

Reviews removed by our fraud detection software

We use advanced, to scan the reviews in our community and detect violations of our guidelines or reviews whose authenticity cannot be verified. A number of reviews are removed automatically by our software.

If this occurs, you'll be sent an email notifying you that your review has been removed. You'll also be given the opportunity to contact us if you believe there's been a misunderstanding.

The Structured Data Snippet is a way for you to expand on how you use AFS and increase control over what you send in the review invitation to your customer.

On its own, AFS is a great and easy-to-use product, but expanding it with the Structured Data Snippet is a great way to add more functionality.

Trustpilot will always prioritize the data from the Structured Data Snippet over any other settings you have made in Get reviews > Invitation settings > Email settings.

Note: You may need help from a developer to implement the Structured Data Snippet.

At first, this might seem very daunting and complex, this is however a very common data format known as JavaScript Object Notation (JSON for short), and in the next few steps we will pick it apart and explain why it looks as it does.

How do I use the Structured Data Snippet?

First of all, it is important to understand that the big chunk of code doesnt always have to look as it does below. You can pick and choose the fields you want to use and the rest of the settings will be chosen from your settings in the Business Portal.

To use the Structured Data Snippet, you need to include it in the source code of the trigger email sent to Trustpilot and/or your customers.

When the Structured Data Snippet is used, it is recommended to automate it through programming, otherwise it could cause issues with duplicate invitations.

How to add...

The following code samples show you how to add specific information to your Structured Data Snippet.

Important: The names and reference number in the code samples are examples. Don't copy them into your code.

Customer name and reference number

If you would like to see the reference number appear with the review, you can add a reference number (referenceId) to the code. Doing this means you can easily identify each customer transaction.

To add a more personal touch to the invitation, a name can also be added to the invitation and for this, you should use the [Name] placeholder in templates. Its possible to both pre-verify and add a name to invitations, and the code below demonstrates how to accomplish this:

CODE SAMPLE

<script type="application/json+trustpilot">

{

"recipientName": "Name MacNameson",

"recipientEmail": "[email protected]",

"referenceId": "1234abcd"

}

</script>

Customer email (if BCC: is unavailable)

Adding the customer email to the Structured Data Snippet will always take precedence over the email in the To: field. Use this when BCC:can'tbe used to send an email to your trigger email.

CODE SAMPLE

<script type="application/json+trustpilot>

{

"recipientName": "Name MacNameson",

"referenceId": "1234abcd",

"recipientEmail": "[email protected]"

}

</script>

Templates

If you want to have dynamic templates based on the customer you are inviting to leave a review, you may specify the template ID in the Structured Data Snippet as shown in the code below.

CODE SAMPLE

<script type="application/json+trustpilot">

{

"recipientName": "Name MacNameson",

"recipientEmail": "[email protected]",

"referenceId": "1234abcd",

"templateId": "xyz123abc"

}

</script>

Locations

To invite customers to review a specific location, specify the locationID as shown in the following code sample:

CODE SAMPLE

<script type="application/json+trustpilot">

{

"recipientName": "Name MacNameson",

"recipientEmail": "[email protected]",

"referenceId": "1234abcd",

"locationId": "id1"

}

</script>

Note: The location ID is case sensitive.

Landing page and localized language

Using this code will set the specific invitation to the locale of your choosing, which will specify which landing page the customer will be directed to, as well as the language marked on the service review invitation in the Invitation History.

Note: The locale should be ISO15897 compliant.

CODE SAMPLE

<script type="application/json+trustpilot">

{

"recipientName": "Name MacNameson",

"recipientEmail": "[email protected]",

"referenceId": "1234abcd",

"locale": "en-GB"

}

</script>

Invitations to customers in different countries

To invite customers from different countries, specify the landing page the reviewer should be directed to in the locale parameter and specify a templateId for the invitation's template. The template can be our optimized template or your own custom template either one is fine. Just make sure the languages for the landing page and the template match.

CODE SAMPLE

<script type="application/json+trustpilot">

{

"recipientName": "Name MacNameson",

"recipientEmail": "[email protected]",

"referenceId": "1234abcd",

"locale": "en-GB",

"templateId": "xyz123abc"

}

</script>

Tagging

Review tagging can be automated by specifying the tags you want to apply to a review. These tags can be specified before the review is submitted by the customer. You may use as many tags as you like. Refer to the code below to get an idea of the Structured Data Snippet you may use.

Note: Tags must not contain any spaces, as this will cause the invitation to fail.

CODE SAMPLE

<script type="application/json+trustpilot">

{

"recipientName": "Name MacNameson",

"recipientEmail": "[email protected]",

"referenceId": "1234abcd",

"tags": ["London","Sales"]

}

</script>

Product reviews

Note: You may need to upgrade your subscription to access Product Reviews.

To collect product reviews, simply set up the Structured Data Snippet to include the data from your purchased products. With this setup, youll be able to collect both service and product reviews with one single invitation.

You can add product data to the Structured Data Snippet in two ways:

Note: You may need help from a developer.

1. One option is to add all transaction and product data to the Structured Data Snippet. This includes a URL, an image of the product, the name of the product, the SKU, and more.

CODE SAMPLE

<script type="application/json+trustpilot">

{

"recipientName": "Name MacNameson",

"recipientEmail": "[email protected]",

"referenceId": "1234abcd",

"productReviewInvitationPreferredSendTime": "2018-12-25T13:00:00",

"productReviewInvitationTemplateId": "5c17c7ebb565bb0001046fbd",

"products": [

{

"productUrl": "http://www.companystore.com/.../12345.htm",

"imageUrl": "http://www.companystore.com/.../.../12345.jpg",

"name": "Metal Toy Car",

"sku": "ABC-1234",

"gtin": "1234567890",

"mpn": "7TX1641",

"brand": "Acme"

},

{

"productUrl": "http://www.companystore.com/.../4321.htm",

"imageUrl":"http://www.companystore.com/.../.../4321.jpg",

"name": "Metal Toy Car Garage",

"sku": "CBA-4321",

"gtin": "9876543210",

"mpn": "5TX1649",

"brand": "Acme"

}

]

}

</script>

Note: There are some mandatory fields which you should be aware of when setting up a Structured Data Snippet for Product Reviews. These are ProductURL, Name and SKU.

2. The second option is easier to set up because youdon'thave to send all product data (as in option 1) every time a product is purchased from your store. Simply upload your product catalog to Trustpilot, and then you only need to add a simple SKU for each purchased product to the Structured Data Snippet. Our system will then use the SKU(s) to match the remaining product details. You can read more about the advantages of this option here.

CODE SAMPLE

<script type="application/json+trustpilot">

{

"recipientName": "Name MacNameson",

"recipientEmail": "[email protected]",

"referenceId": "1234abcd",

"productSkus": ["ABC-1234","ABC-4321"]

}

</script>

Specific time for invitation delivery

If you want to specify a date and time for invitation delivery, you may use the following code snippet. Please note that all times are in UTC.

CODE SAMPLE

<script type="application/json+trustpilot">

{

"recipientName": "Name MacNameson",

"recipientEmail": "[email protected]",

"referenceId": "1234abcd",

"preferredSendTime": "2018-12-15T13:37:00"

}

</script>

Note: The preferredSendTime parameter is only valid for Pro and Enterprise accounts.

HTML comments to encapsulate the Structured Data Snippet

Some eCommerce systems may not allow inclusion of the Structured Data Snippet in the source code of the trigger email sent to Trustpilot and/or your customers. A possible solution for this issue would be to encapsulate the Structured Data Snippet with HTML comments as demonstrated in the code example below.

CODE SAMPLE

<!-- <script type="application/json+trustpilot">

{

"recipientName": "Name MacNameson",

"recipientEmail": "[email protected]",

"referenceId": "1234abcd",

"templateId": "xyz123abc"

}

</script> -->

This is what a full Structured Data Snippet code sample looks like

<script type="application/json+trustpilot">

{

"recipientEmail": "[email protected]",

"recipientName": "Name MacNameson",

"referenceId": "1234abcd",

"templateId": "xyz123abc",

"productReviewInvitationTemplateId": "5c17c7ebb565bb0001046fbd",

"locale": "en-GB",

"senderEmail": "[email protected]",

"senderName": "Sender Name",

"replyTo": "[email protected]",

"preferredSendTime": "2018-12-15T13:30:00",

"productReviewInvitationPreferredSendTime": "2018-12-25T13:00:00",

"tags": ["Tag1","Tag2"],

"products": [

{

"productUrl": "http://www.mycompanystore.com/products/12345.htm",

"imageUrl": "http://www.mycompanystore.com/products/images/12345.jpg",

"name": "Metal Toy Car",

"sku": "ABC-1234",

"gtin": "01234567890",

"mpn": "7TX1641",

"brand": "Acme"

}

]

}

</script>

Sometimes you may have questions relating to your account. We've put together this handy FAQ to help you out with some of the most common questions.

Who's my Customer Success Manager?

Log in to your business account to find the name of your Customer Success Manager (CSM). Point to your name in the upper-right corner of the screen, and select Get in touch from the drop-down list.

The Get in touch page contains your CSM's name and their contact details. If you are on a free plan, you'll be directed to the Support Center.

How do I change my billing information or payment details?

Contact your CSM directly to change your account details.

My company's VAT number has changed. How do I let you know?

Get in touch with your CSM to let them know about any changes to your account.

I have a question about my invoice. Who should I ask?

Contact your CSM if you have any questions. If they can't help you, they can refer you to the correct department.

Where can I find or get a copy of my bill?

Contact your CSM for a copy of your bill.

How can I pay my invoice?

You can pay your invoice using:

Recurring credit card payments

Single credit card payments

PayPal

Wire transfer

Note: If you're a customer from the UK, you can also set up a direct debit agreement with your bank to pay your invoice.

The URL for credit card payment on my invoice doesn't work. What do I do?

The URL printed on your invoice is actually a shortened version of the URL you need to use, since the full version would take up several lines of text.

We send all invoices in electronic form, so the best way to access it is to click the link. You shouldn't type the link in the address bar because it will be missing important parts of the text.

Who can I contact if I want to upgrade or make changes to my Trustpilot account?

Your CSM is the first point of contact for all questions about your account, and for any changes you want to make, such as upgrades, add-ons, and cancellations.

Where can I find my contract renewal date?

You can find this information on your own copy of your contract. If you don't have a copy of your contract, ask your CSM for assistance.

I want some advice about optimizing my account, for example, invitation methods, increasing conversions, driving traffic, or utilizing new features. Who should I talk to?

Your CSM will be happy to schedule a call with you to answer any questions you have about getting the most out of your account.

Our TrustBox Optimizer tracks the performance of your TrustBox widgets. This article answers frequently asked questions about our optimization tool including conversion insights, tracking, results analysis, and risk assessment.

How do we generate conversion insights?

After you implement your TrustBox and our conversion tracking script on your website, we combine the impression and conversion events to analyze how customer reviews impact your conversion rate and revenue.

Understanding your Conversion Optimization Test Results

By applying the principles of A/B split testing, we compare and derive insights from:

How does your website perform with TrustBoxes? By default, your visitors are divided so an equal percentage of them only see one of your TrustBox variations. If you want to test the impact of having a TrustBox versus not having one, simply make one variation an invisible TrustBox. You can test up to two TrustBoxes at a time and you can always include the invisible one.

How do two different TrustBox variations perform and which one has the highest impact on conversion? By default, we show one variation at a time to half of your visitors (50/50 split).

Tip: Keep an even visibility split between the tested variations to get faster and easier-to-compare results.

What is a conversion? What kind of conversions can I track?

A conversion occurs when a website visitor completes a desired goal, such as filling out a form or making a purchase. Pick a conversion point that is most relevant for your business and that you believe a TrustBox could influence.

With the conversion code in place, we track the following:

Any type of conversion, e.g., completed purchases, trial sign-ups, etc.

Revenue, e.g., order total, basket size, etc.

Note: Track only one conversion point at a time.

Which TrustBox should I choose?

Finding the best TrustBox for your website depends on layout and the typical user journey.

Your reviews and TrustScore are only valuable if consumers can actually see them this is essential for social proof. We recommend placing your TrustBox above the fold or generally close to key decision points.

Tip: Try out variations and keep experimenting to get optimal results.

On which pages should I put a TrustBox?

When selecting where to place a TrustBox, consider the user journey. Experiment with different variations based on:

Which landing pages get the most traffic?

What types of users do you drive to your website and what are the biggest difficulties in convincing them to buy from you?

Where in the conversion funnel do you see the biggest drop off rates?

What are the key decision points?

Tip: Try out variations and keep experimenting to get optimal results.

How long does it take to get conversion insights?

We'll start collecting data when you implement the TrustBox and the conversion code on your website.

We'll start showing detailed statistics once we've collected enough data to produce an accurate report. As a minimum, 200 people need to see any of the variations in the test. And each variation needs at least 10 conversions, e.g., a purchase. That means you shouldn't expect to see a detailed report in the first week of testing or if the traffic on your page is low.

Once we've collected enough data, we'll show daily reports with your test results. The daily report is based on all the data we've collected since the beginning of the test. Wedon'trecommend extending a test period beyond 8 weeks.

Tip: Test on high-traffic pages so you can get more accurate results faster.

What if Idon'tget the expected results?

All results are good because they expand your knowledge of your website and your customers. Try out variations and run multiple tests (one at a time) with one or more TrustBoxes to find the solution with the highest impact.

Check out our Optimizer best practices & tips and some test scenarios.

Tip: Combine conversion insights data with user research to get a deeper understanding of your customers behaviors and optimize your online business.

What is 'Chance to win'?

Chance to win represents the probability of the tested variation outperforming the other variations in the test. This is a table that sums up the different percentages in three main groups:

Chance to win

What does it mean?

Risk assessment

ca. 50-60%

The tested variations are very similar.

Example and recommendations

Neither win, nor lose

> 70%

There is a high chance that this variation will outperform other variations in the test over time.

Example and recommendations

Safe

> 90%

There is a very high chance that this TrustBox variation will outperform other variations in the test over time. This variation can be declared a winner.

Example and recommendations

Very Safe

You can read more about Chance to win here: .

Share your reviews and your TrustScore with customers in every outgoing newsletter when you use our email-optimized TrustBox widgets.

The TrustBox Newsletter is a dynamic widget that helps you easily showcase your stars and reviews in your email marketing campaigns.

There are three TrustBox Newsletter widgets you can choose from:

One that displays your star level and number of reviews.

A TrustBox that shows your TrustScore, as well as your star level and number of reviews.

One that displays reviews, in addition to your TrustScore and the number of reviews. This widget is only available for customers on our Pro and Enterprise plans.

Add a TrustBox Newsletter widget

In Trustpilot Business > Showcase > Email widgets, select the TrustBox Newsletter tab.

Under Design and layout, choose the TrustBox Newsletter that you want to add to your newsletters.

code content blocks in MailChimp

Choose reviews for your TrustBox

If you've selected the TrustBox that displays reviews, it's easy to pick which reviews appear in your TrustBox Newsletter widget.

Under Settings, choose the reviews that you want your widget to display.

Select Latest reviews to show your newest reviews, or select Selected reviews to show specific reviews. If you've chosen to display selected reviews, you can filter by star rating or by tag.

Configure your TrustBox Newsletter

Now that you've chosen a TrustBox, it's time to configure it.

For the TrustBoxes that display your stars and your TrustScore, under Settings, choose:

A Color theme choose between light and dark TrustBoxes.

The display Language select a language from the drop-down menu.

For the TrustBox that displays reviews, you can also configure:

The TrustBox's Height and Width the TrustBox Newsletter is available in a one-column layout (520px x 180px) and two-column layout (260px x 170px) by default. You can customize the TrustBox's height and width, but be aware that we don't support sizes below (210px x 170px) or above (1800px x 600px).

The Font size choose from one of two font sizes.

Add the TrustBox Newsletter to your email template

Once youre done configuring, the final step is to add your TrustBox Newsletter to your email template.

Under the TrustBox preview, click the Get code button.

Copy the HTML code and paste it into your email template's HTML editor, then save your changes.

We recommend that you test your newsletter before you send it out to your customers.

Use MailChimp to send out your email campaigns? Check out their article on how to use for more information.

The TrustBox Signature allows you to put trust directly into your email signature, and promote your online reputation with every outgoing email.

TrustBox Signature overview

Dynamic The TrustBox updates automatically to display your current TrustScore.

Different layouts There are four mobile-friendly layouts to choose from.

Straightforward implementation Instructions are available for the most popular email clients.

We've also got TrustBoxes for your email marketing campaigns, so you can promote your brand and build trust with your consumers whenever you contact them by email.

Configure your TrustBox Signature

Go to Trustpilot Business > Showcase > Email widgets > TrustBox Signature.

Pick the layout youd like to use.

Select your email client.

General settings

Add your TrustBox Signature in your email client

How you implement the TrustBox Signature depends on which email client you use. Follow the instructions listed for your email client to make sure that your TrustBox is added to your email signature correctly.

Gmail

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Copy-paste the TrustBox Signature directly into your signature editor. Your signature updates automatically and will display your current TrustScore. Expect a delay of up to 24 hours due to caching.

Open Gmail.

Click the Settings gear in the top right toolbar.

Select Settings from the drop-down menu.

Under scroll down to the signature section.

Copy-paste your TrustBox Signature where youd like it to appear.

Scroll down to the bottom of the page and click Save Changes.

Note: Gmails mobile apps only support plain text signatures, so the TrustBox Signature will not show on your mobile app (iOS or Android).

Outlook 2010-2016

Add the TrustBox Signature directly into your HTML signature. This ensures that your signature stays dynamic and automatically updates to show your current TrustScore. Expect a 20 minute delay due to caching.

Open Outlook.

Go to File > Options > Mail and click on Signatures.

Create a new signature or note down the name of your existing signature (e.g. signature) and click OK to close the signature editor.

Close Outlook.

Locate the folder where Outlook saves your email signature with one of these options:

Go to Start Menu > Run and open On Win 7-10 or Vista: %userprofile%\AppData\Roaming\Microsoft\Signatures On Win XP-2003: %userprofile%\Application Data\Microsoft\Signatures

OR in Explorer, navigate to C:\Users\YourUserName\AppData\Roaming\Microsoft\Signatures TIP: If youcan'tsee the folder AppData, you can configure your file system to show hidden files and folders from View > Options > View Folder Options

Locate the .htm file of your signature and open with Notepad, e.g. signature.htm

Now you should see 3 files created for your signature (.htm, .rtf, and .txt). Edit the .htm file. TIP: If youcan'tsee the file extensions, you can configure your file system to show them from View > Options > View Folder Options

Copy-paste the HTM code of your TrustBox Signature at the bottom of the file, just above the </body></html> closing tags and save the file. TIP: If you want to position the TrustBox at a different spot, for example above your legal disclaimer, locate the <p>...</p> tag of the disclaimer in the .htm file, and paste the TrustBox code just above that.

If you are using Outlook 2010, please follow the additional steps below.

Important note if you are using Outlook 2010

Outlook 2010 automatically embeds all images into your emails as inline images, which means that in order to keep the TrustBox Signature dynamic, you need to change Outlooks default configuration in the Windows registry.

IMPORTANT: Make sure that you back up and know how to restore your registry just in case a problem occurs. Using Registry Editor incorrectly can cause serious, system-wide problems that may require re-installment of Windows to correct them. Microsoft cannot guarantee that any problems resulting from the use of Registry Editor can be solved. Use this tool at your own risk.

Close Outlook.

Go to Start Menu > Regedit.

Open the Mail folder, which is located under HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Outlook\Options\Mail

If there is no Mail folder under Options, then you can create one by clicking on Edit > New > Key and adding a new key called Mail.

In the Mail folder, click on Edit > New > DWORD (32-bit) Value.

Name the new value exactly: Send Pictures With Document.

Close Regedit.

Restart Outlook.

Outlook Webmail (Outlook.com or Office 365)

Copy-paste your TrustBox Signature directly into your signature editor. Expect a 20 minute delay due to caching.

Log in to Outlook Webmail.

Go to Mail Settings > Options (top right corner).

Select Email signatures from the options.

Copy-paste your TrustBox Signature where youd like it to appear.

After pasting, click on the Paste icon and then Paste simple html.

Click Save.

Apple Mail

You have the option to copy-paste your TrustBox Signature into your signature editor or alternatively, add the HTML code directly into your signatures HTML. Expect a 20 minute delay due to caching.

Known issues

We strongly recommend using Google Chrome for Apple Mail. If you use Safari, you run the risk of having layout challenges when copy-pasting, and your TrustBox may not stay dynamic.

If you send emails from Apple Mail to other Apple Mail users, make sure to place some text beneath the widget to ensure that it's displayed correctly for them. If you place the widget underneath all your email signature's text, it may not be shown entirely for Apple Mail recipients. This is not an issue for recipients using other email clients.

Set up

Open Mail.

Go to Mail > Preferences and then click Signatures.

Select the signature you want to edit.

If you are using Mail version 10 (Mac Os Siera) you need to disable Always Match My Default Font before pasting your signature.

Copy-paste the TrustBox Signature where youd like it to appear.

You will see the images appear as empty boxes, which is normal. After the signature is saved, the images will display in your emails.

Close the pop-up window to save.

Advanced setup using the HTML code

If you run into any issues with the copy-paste method, remember that you can add the TrustBox Signature directly into your HTML signature code.

Open Mail.

Go to Mail > Preferences and then click Signatures.

Select the signature you want to edit and just add an extra line to it.

Close Mail.

Locate the folder where Mail saves your email signature.

In Finder, click on Go > Go to Folder and enter: ~/Library/Mail/V6/MailData/Signatures

If youcan'tfind the signatures folder under /V6/ try a lower version number, from /V5/ down to /V2/

Locate the .mailsignature file of your signature and open it with TextEdit.

If you added a new line in step 3, then simply look for the last modified file.

Alternatively open AllSignatures.plist in TextEdit, find your signature by name and note down its SignatureUniqueId - the file name will be UniqueID.mailsignature.

Copy-paste the HTML code of your TrustBox Signature at the bottom of the file.

Save and open Mail again.

Thunderbird

You have the option to copy-paste your TrustBox Signature into your signature and save it as a new HTML signature or alternatively, add the HTML code directly into your signatures HTML.

Open Thunderbird.

Create a new email message, which only contains your existing email signature.

TIP: Make sure your account is configured to compose messages in HTML format from Tools > Account Settings > Composition & Addressing

Copy your TrustBox Signature. Go to Thunderbird's Signature Text and click the area you'd like the signature to appear.

Then go to Insert > HTML. A box will appear. Paste your signature into the box and click on Insert.

Go to File > Save As > File.

Save the email message as an html file, e.g. signature.html.

Open Tools > Account Settings.

Enable Attach the signature from a file instead (text, HTML or image) and choose the signature.html file you created in step 5.

Alternatively, if you are already attaching an html signature, you can also just copy-paste the TrustBox Signature HTML into your signatures html file

Other email clients (unsupported)

In most cases, you should be able to add the TrustBox Signature by copy-pasting it or by using the HTML code directly. Always test to see that the TrustBox is dynamic.

Lotus Notes

Outlook 2011, 2007 or older - Keep in mind that Outlook will add the TrustBox Signature as an inline image, which will not be dynamic. Try adding it to your HTML signature instead.

Outlook for Mac - Keep in mind that Outlook will add the TrustBox Signature as an inline image, which will not be dynamic. Try adding it to your HTML signature instead, and note that you might need to use the code snippet provided for Outlook 2010-2016.

Windows Live Mail - Keep in mind that Windows Live Mail only supports text-based signatures. If you want to have any styling or dynamic elements, you need to create an HTML signature.

Wecan'tguarantee that the TrustBox Signature will work in email clients that we havent mentioned in this article. But please let us know if you have success adding it to another email client, and well add it to this article.

When a review on Trustpilot is marked "Verified order", it means we've verified that the reviewer has had a genuine experience with the company.

This happens automatically when the company uses our systems to invite customers to leave a review. It also happens when the reviewer has given us documentation showing their buying or service experience.

1. When invitations are sent via Trustpilot

All businesses using Trustpilot are welcome to invite their customers to leave reviews. If they do so with our automated email invitation tools (via our free or paid services), those invited reviews will be marked as Verified order.

whistleblowing here

Note: If companies send out review invitations, we ask them to invite all their customers equally and identically (or using a neutral system), and with neutral language. See our Company Guidelines ( US, UK ) or best practices for creating invitations.

2. When documentation is provided

Reviewers on Trustpilot can be asked to provide documentation showing theyve had a buying or service experience with the reviewed company when, for example, the company reports a review because theydon'tbelieve the person writing it has had a genuine experience.

Reported reviews are handled by our Compliance Team. If they request and receive documentation showing a buying or service experience with the reviewed company, the review can be put back online. To indicate that theyve seen valid documentation, our Compliance Team will mark the review as a Verified order.

Note: The reporting option: "This reviewer has not had a genuine buying or service experience" is only available after companies have used the Find Reviewer Tool to engage directly with reviewers.

Help us maintain trust

We work hard to ensure our rules are followed. But we always welcome help from our community. Please let us know if you receive a review invitation that violates our guidelines, or if youre a business with proof that your documentation is being falsified.

Send [email protected] an example of the invite or document that breaches our guidelines and well investigate. See more on .

Here are 5 key points to help you create the best email invitations possible, and comply with our Company Guidelines.

Companies can choose from different options for inviting their customers to leave a review. However, regardless of which method they choose, review invitations must meet Trustpilot's Company Guidelines ( US version, UK version ) and invite customers in a neutral way.

1. Is every genuine customer given the chance to express their opinion on Trustpilot?

We ask companies to invite all or none of their customers to write reviews. If that's not possible, companies must select an equally impartial system, such as inviting every third customer.

Invite everyone to review

An example of a biased invitation is: "If you were happy with our services, please review us on Trustpilot. If not, please contact our customer support". This isn't allowed because it filters out negative reviews; happy customers will leave a positive review on Trustpilot, but unhappy customers will contact the company instead of leaving a negative review.

[email protected]

Don't miss out on opportunities to build credibility!

Companies that filter out negative reviews waste an opportunity to get feedback and learn how to improve. They also miss a chance to build credibility : consumers reading Trustpilot reviews often see company efforts to reply to and resolve negative reviews as a good thing!

Contact info below the Trustpilot link

Companies can include contact information in their invitation emails, but it should be done neutrally. This means equally inviting all customers to contact the company with feedback, not just those who had problems.

A neutral example is: "We'd like to invite you to review us on Trustpilot. Or you can contact us directly with any feedback by writing to: [email protected]." Contact details should be placed below the link that directs customers to review on Trustpilot.

2. Is the language and format neutral?

Invitations must be written and structured in a neutral and unbiased way. Leave out any statements that try to persuade customers to write reviews that reflect anything other than their honest, genuine opinion.

Put the Trustpilot link first for more reviews

We've found that people are more likely to leave a review if the Trustpilot link is easy to find. Companies are welcome to link to their own websites or other review sites, but these links should be placed below the Trustpilot link.

3. Are any rewards or incentives offered to your reviewers? If so, are they offered to all of them?

Companies that choose to offer incentives or rewards (including discounts or entry into prize draws) in their review invitation emails should follow our guide to offering customers incentives, which is summarized below:

Offer the same incentive neutrally and equally to ALL reviewers

When we say neutrally, we mean irrespective of the star rating awarded by a customer, or the review content. For example, businesses cannot offer rewards to customers who leave "a positive review" or "a five-star review" on Trustpilot. Similarly, if a company runs a competition, the winning customer(s) should be selected at random and without regard to the content of their review(s).

Be open about any incentives!

Companies offering incentives should inform our community by emailing Trustpilots Compliance Team ([email protected]).

Well add a small note to the company's profile page on Trustpilot stating that incentives are sometimes offered in the process of collecting reviews. This complies with international guidelines for online reviews.

4. Will writing a review on Trustpilot trigger a user profile and account?

Customers have to register on Trustpilot to write a review, and accept our Terms & Conditions. When a review is submitted, a user account is automatically created for the reviewer, and they receive an email about it. Companies should avoid stating otherwise in their review invitations because this is incorrect.

We need reviewers to have a profile

We require reviewers to have a personal profile so that they can log in to see what they've written, and edit or delete information. This also allows us to contact them if we need to ask for documentation about their review or if it doesn't meet our guidelines.

5. Help customers write great reviews!

We have tips for writing good reviews, and companies are welcome to direct reviewers to read our User Guidelines ( US version, UK version ) that outline the requirements for writing reviews on Trustpilot. They set out a number of important points, including that we specifically prohibit personal information in reviews, such as names. Companies should avoid encouraging reviewers to include names of employees or staff. If a review containing personal information is brought to our attention, we'll ask the author to edit their review. If the change isn't made, we have to remove the review to protect the personal information.

What happens if your review invitation or review invitation template doesn't meet our guidelines?

We work hard to protect the integrity of our online review community, so we take violations of our Company Guidelines seriously. If we find problems, we'll ask companies to make changes to bring their materials in line with our guidelines.

Change the templates to avoid resetting

Where companies have customized a Trustpilot review invitation template and fail to bring it in line with our Company Guidelines, we may reset their template to our standard, optimized invitation template.

Follow the above pointers to create the best review invitations possible and make things clear and easy for your reviewers, right from the start.

If you have questions about whether your review invitation emails or templates comply with our Company Guidelines ( US, UK ), please ask our Compliance Team at: .

Your TrustScore is a measure of your customer satisfaction based on service reviews you collect on Trustpilot. Its not just a simple average of your reviews.

The formula used to calculate the TrustScore takes several things into account, such as the number of reviews, the age of the reviews, and the star rating of each review.

This article will give you a more in-depth look into how your TrustScore is calculated, and how you can improve or maintain it.

Calculating the TrustScore

Each time a consumer gives a company a review between 1 and 5 stars we recalculate the overall TrustScore. This calculation is based on all reviews that the company has collected so far and uses the following three key factors: time span, frequency, and Bayesian average.

Time span

The most recent review counts and weighs the most, as new reviews give you more insight into your current customer satisfaction than old reviews. The TrustScore takes this into account by giving less weight to old reviews and more weight to new reviews. For example, a review received 6 months ago has half the weight of a review received today.

Frequency

We recalculate the TrustScore every time a new review is posted. The more frequently you collect reviews the more stable your TrustScore will be. For example, a company received twenty 5-star reviews two years ago and therefore has a TrustScore of 4.5. If they were to receive one 1-star review today, their TrustScore would drop to 3.4.

Bayesian average

We use a Bayesian average in the calculation of the TrustScore to ensure that a company with few reviews starts off with a more balanced average TrustScore, instead of an extremely high or low score based on only a low volume of reviews. This means that in all TrustScore calculations we automatically include the value of 7 reviews worth 3.5 stars each. As the company collects more reviews this becomes a smaller factor in the calculation of the overall TrustScore.

For example, if a company receives a single 1-star review, its TrustScore would be 3.2 stars rather than 1-star. This also explains why a company that only has 5-star reviews can have a TrustScore of 4.5 instead of 5.

From TrustScore to star rating

After the calculation, the TrustScore is then visualized into the overall star rating. Using standard mathematical rounding rules, the star rating will be rounded up or down to half or full stars, depending on the calculation of the TrustScore.

For example, if your TrustScore is between 4.3 and 4.7, it appears as 4.5 stars.

Improving and maintaining your TrustScore

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1. Deliver great customer service

Everything starts with customer service. Companies who devote specific attention and resources to their customer service put themselves in the best position to improve it, thereby getting more positive reviews, and a better overall TrustScore.

2. Ask all your customers to leave reviews

Satisfied customers often just need a little reminder to leave their positive review. By asking all your customers for feedback, youre also interacting with them and showing that their opinions matter to you. Remember to reply to their reviews as well to show an even higher level of care and engagement.

3. Learn from all your reviews

Trustpilot makes it easy to collect, manage, and analyze reviews, so companies can learn from them and improve where necessary. This goes for both positive and negative reviews.

Put a face to your name. Upload a profile picture to identify yourself and show other reviewers that you're an actual person who's had genuine service experiences.

Express yourself. If you've signed up by email, Trustpilot displays a gray silhouette as your profile picture by default. Change the profile picture to show the world that you're a real, live person, whose opinions they should listen to when gathering information about companies.

Change your profile picture

On the Trustpilot homepage, point to your name in the upper right-hand corner of the screen. Select My settings from the drop-down menu.

In the Personal Settings card, select the Upload your profile picture button.

In the dialog, select a file to upload then select the Open button.

Trustpilot User Guidelines

Select the Remove my picture for now button to remove your profile picture.

Note: After you upload your picture, it may take up to 20 minutes for it to appear on Trustpilot.

What can I use as my picture?

Your profile picture can be as colorful and creative as you are. But here are some tips to consider when you choose a picture:

Your picture should have a minimum height and width of 73px. You can use .jpeg, .png, .gif, .bmp, and .tiff files.

Make sure that you have the right to use the picture. Yes, Iron Man is cool. But unless you're Tony Stark and it's your picture, you can't use a photo of Iron Man.

Don't use corporate logos or advertisements.

Avoid images that contain anything offensive. No hate speech or symbols. No profanity. No nudity. Keep it clean, please.

If you're in doubt, read the to make sure that your photo is allowed.

Do I need a profile picture?

Not at all. If you'd prefer not to display a profile picture, you don't need to upload one. Instead, we'll keep displaying the gray silhouette placeholder.

We're not a bunch of robots. We're a team of real people dedicated to protecting our platform.

We aim to safeguard trust by protecting Trustpilot from fake reviews, misuse and fraudulent behavior. All in all, we ensure everyone in our review community follows Trustpilots guidelines. We apply our rules equally and consistently.

Want to get in touch? Send an email to [email protected]. Every day we're in contact with hundreds of reviewers and businesses from around the world. We work hard to respond as quickly as possible, and appreciate your patience.

Our Agents

Our Compliance Agents in Copenhagen, London, Vilnius, New York and Denver work on maintaining and improving the quality of Trustpilot's review community. We look at every review that's flagged for breaching our User Guidelines, and help people understand and make the most of the features on our platform.

What happens if my review is reported?

Each flagged review and query we receive is turned into a ticket and allocated to the appropriate Agent, depending on their language skills and specialist knowledge. Tickets might be answered by, for example, Rhea from the UK, Benjamin from Denmark or Manuel from the US. Every month, our Compliance Team handles over 25,000 tickets.

As a general rule, our Compliance Agentsdon'tengage in phone discussions about Trustpilot or reviews. Thats because it would simply take too much time. However, we do appreciate that people have valid concerns, and we do our best to answer and address these in writing as efficiently as we can.

Weve also put in place a whistleblower function where people can email us with evidence of misuse or abuse of our platform. We take all reports of misconduct seriously and investigate each and every case.

Fighting fraud

Trustpilot's Fraud Analysts, Investigators and Enforcement Agents look in-depth into any type of fraud related to, but not necessarily on, Trustpilots platform. This can involve uncovering and weeding out solicitors of fake reviews, or shutting down any misuse of our tools.

They are also tasked with building industry networks and sifting through the data at hand to find out whether theres a plausible explanation for continuing anomalies, or a problem.

All of our investigations are handled solely in accordance with our guidelines and the law. We make no distinction between companies who subscribe to Trustpilots business services and those who do not.

Support from Legal, Tech and Management

Our Compliance Team and fraud-fighting specialists are supported by other experts within Trustpilots Trust & Transparency Unit, including our legal team of international lawyers, a range of technical specialists, communications consultants and managers.

Together, they make sure that what we do complies with the law, and look for ways to optimize our processes and improve and scale our services.

More about what we do

That's a wrap on who we are. For more on what we do, check out our Support Center where you'll find more specific information on, for example:

We're committed to being the most trusted review platform in the world

How businesses can report reviews that violate our guidelines

How reviewers can notify us about reviews that breach our guidelines

Confidentially report any problems via our whistleblower function

Companies that misuse our reporting function damage the trustworthiness of our online review community. We take this very seriously. When necessary, we warn companies. If they persist with misuse, we can block access to their account and/or place an alert on their profile to warn consumers.

What is Trustpilots reporting function?

Companies that have claimed their domains on Trustpilot can log into their Business Account to report or flag reviews they believe violate our User Guidelines. All companies can use this function, regardless of whether they subscribe to our free or paid services.

Reported reviews are temporarily hidden, pending investigation by our Compliance Team. They can later be removed or reinstated on Trustpilots platform, depending on the outcome of the investigation.

Who monitors the reporting function?

Our Compliance Team is entrusted with safeguarding our online review community and vouching for the quality of the services we offer. An essential part of this is making sure companies do not misuse our reporting function.

What is misuse of the reporting function?

Activities that we consider misuse include, but are not limited to:

Reporting genuine reviews that comply with our guidelines in order to have these reviews removed

Example: The director of Company A logs into her companys Business Account on Trustpilot and reports the worst reviews about her company so that they are made temporarily unavailable on the Trustpilot platform, pending investigation. None of the reviews actually contravene Trustpilots User Guidelines, so the director makes up a reason for reporting them.

Mass reporting only negative reviews

Example: The PR Manager for Company B logs into its Business Account and reports all the 1-star reviews of Company B that contain names of people or email addresses because these reviews contravene Trustpilots User Guidelines. However, the PR Manager does NOT report 4- or 5-star reviews that also contravene the guidelines in exactly the same way.

Flagging a competitors positive reviews

Example: An employee of Company C finds his main competitor businesss domain on Trustpilot and flags positive reviews of that business so that these are investigated. Company Cs employee simply wants to damage the rival businesss reputation and lower its star ratings and TrustScore.

How do we detect misuse of the reporting function?

We have advanced, proprietary software that systematically scans our platform for abuse of our reporting function. We also investigate every report of misuse sent directly to our Compliance Team via email at [email protected].

What do we do when we detect misuse of the reporting function?

We consider the behavior outlined above as damaging to our online review community. We also deem it a material breach of the Terms & Conditions that companies must accept in order to receive access to our services (see Trustpilots Company Guidelines ).

If we detect such behavior, and have gathered enough documentation to prove systematic misuse of our services, our process is to send a warning to the company in question informing them of the problem(s) and requesting them to stop.

If the company continues their behavior, we will initiate a Cease & Desist procedure that may result in a Consumer Alert being placed on the companys Trustpilot profile. A Consumer Alert informs Trustpilot users about the companys deliberate attempts to mislead consumers. It will usually be visible on the companys profile for six months, after which time we will reassess the companys behavior and the need for the Consumer Alert. We may also block the company from logging into their Trustpilot Business Account and, if necessary, take disciplinary action including terminating any contract they have with us.

Are you a repeat customer? Review a company each time you have a different buying or service experience.

Companies and their products are always changing, both for better and worse. Relevant feedback helps customers make more informed shopping decisions based on recent reviews. New reviews reinforce trust and credibility between customers and companies.

You could be a regular customer with a company, and someone on their staff has given you exceptional service. You want to write a new review to single out that person for praise. Or maybe a business has improved their customer service, and you want to let them know that you appreciate their effort. Share your experience to let the business know that they're on the right track.

On the other hand, if you've recently had a negative experience with your favorite company, write a new and constructive review on their Trustpilot profile page to give them your feedback. Most companies welcome your comments and see them as a valuable tool they can use to improve their services.

How do I write multiple reviews?

Easily. Seriously. It's easy. Just write a new review after each buying or service experience.

To prevent people from spamming Trustpilot with reviews, you can only write one review in each 24-hour period (unless a company has invited you to review them multiple times).

Your latest review appears first, followed by the company's reply. All your previous reviews appear beneath this review.

Trustpilot only factors in your most recent review when calculating the company's TrustScore.

As of the 1st of January 2020, were discontinuing the Category Badge and Trustpilot Badge, after which both badges will no longer be available.

Marketing Assets & Templates

What can I use instead of the badges?

You can easily add a TrustBox to your site to show off your star rating, TrustScore, and reviews to potential customers to increase your conversions and sales.

Alternatively, you can use our to show off your stars in your online and offline advertising.

Update your badges as soon as possible, but no later than 1st of January, 2020. Please be aware that if youdon'tswitch out your badges they may appear as broken.

If youre using your badge as a Trustpilot widget

The badge images will load as a broken image or error on your website after the 1st of January, 2020.

If youre using your badge as a static image

If youre using the badges as static images on your website or in your marketing material, you will need to manually remove them as soon as possible, but no later than the 1st of January 2020.

Sadly, it's not currently possible to change your email address directly from your profile settings.

If you've got your heart set on changing your email address, write a short message to our friendly supporters here. Make sure you're logged in to Trustpilot from the email address that you're currently using (and not, say, from Facebook). When you submit your ticket, include the new email address you want to use in the body of your message.

When we receive your request, we'll get in touch with you to verify your new email address and to confirm that you're the account owner. Once we've done that, you can bid your old address goodbye and give your new email address a warm welcome.

Our Find Reviewer feature lets businesses contact reviewers to ask for further or more specific information about who they are or their experiences - and this helps businesses more easily identify and resolve issues.

Why use the "Find Reviewer" tool?

Sometimes companies need a few extra details from reviewers about their reviews. For example, companies may have a question about who wrote a review or which part of the business it relates to, or they may not recognize the reviewer.

The Find Reviewer tool lets companies engage directly with authors of reviews* to find out more about who they are or what theyve experienced. This applies to reviews that have been left organically, or reviews left in response to an invitation sent via a system other than Trustpilot's. For these reviews, companies can ask unknown reviewers for information that helps identify them.

This helps businesses quickly and easily gather details without involving Trustpilots Compliance Team, and without reporting a review. Reviews stay online and visible while companies collect the information they need.

Try Find Reviewer first

Until theyve used the Find Reviewer tool, businesses are unable to report reviews* for the reason: The reviewer has not had a genuine buying or service experience. However, other reporting options will be available for reviews that violate Trustpilots User Guidelines ( US version, UK version ).

How to find a reviewer

Log on to your business account (this is available via our free or paid services).

Click on Service Reviews on the left-hand side and find the review whose author you would like more information from. If its an organic review or wasn't written in response to an invitation sent from Trustpilot,* the Find Reviewer option will appear below that review. Click Find Reviewer. organic reviews

If youre using the tool for the first time youll be guided through the process. We explain that you can write a message to the reviewer requesting information, and once the reviewer responds youll be notified. Click Continue.

Write a polite message to the reviewer specifying the information youd like to receive. This could be a reference, order or invoice number, or contact details or similar. Note that it will be up to the reviewer what they choose to provide, and theywon'tbe able to send attachments.

When youre done, click Send request. The reviewer will receive an email with your message and be given 5 days to respond. A reminder will be sent after 3 days.

Youll be able to see and track from your Business Account which reviewers have been sent messages requesting information.

When reviewers respond, youll receive an email. Onceyou'veopened the message, the reviewers response will be visible under their service review shown in your Business Account. If 5 days pass with no response from the reviewer, youll be notified of that too.

If reviewers provide the information as requested, this should help you understand more about who they are and what theyve experienced. We encourage you to use this information to learn about and improve your services, and address any problems that arise.

If you don't get a response, you can try using the reminder in the Find Reviewer tool, or reply to the review publicly. Replying is a powerful way to tell the reviewer that you'd like to get in touch to help, and you also show everyone you want to resolve problems and improve customer service. See tips on how to reply to reviews here, and the benefits of replying to critical reviews here.

If you receive no response after using Find Reviewer and you have reason to believe that the reviewer has not had a genuine buying or service experience with your company (which is a breach of Trustpilot's User Guidelines), you can report the review for that reason. In our experience, however, replying to reviews is preferable to reporting.

*Note: Find Reviewer is for reviews that are not written in response to an invitation sent out via Trustpilot's systems (using our free or paid services). This can be reviews left in response to invitations sent by the company being reviewed, or, which are reviews written by reviewers on their own initiative.

Businesses can report reviews that violate our guidelines. They should do so using their Trustpilot business account, and must provide a public reason for reporting.

If a review doesnt meet our guidelines, you can report it to our Compliance Team, along with an explanation to our community as to why it doesn't belong on Trustpilot. The reported review will be temporarily hidden while we investigate it, but your reason for reporting will be visible to everyone.

Before you report a review

Customer reviews are the essence of Trustpilot's online review community. We aim to provide a neutral space with trustworthy reviews that can help you learn how to improve your customer service and thereby boost your reputation.

In many cases, the best option for businesses is to respond to the review by leaving a reply below it. People appreciate businesses listening to their feedback and following up on complaints. In our experience, companies that engage can win over unhappy customers, gain respect from new customers and resolve issues. Note also that if reviewers change their opinion about a company, they can update their review to reflect that.

Get to know the reasons why companies can report service reviews and note that disagreeing with the reviewer about the course of events is not one of them. We have to take a neutral stance in respect to disputes between companies and reviewers because we're not in a position to determine which set of facts is correct.

A review can only be reported once, unless it's updated by the reviewer. So if a review breaches our User Guidelines ( US, UK ) for multiple reasons, companies should select all the reasons that apply and specify the details for each reason.

How to report a service review

When you're ready to report, follow these steps:

Log in to your business account.

Select Reviews on the left-hand menu then select Service reviews. Find the review you intend to report and below that review, select Report.

A window will appear explaining the reporting steps. Select Continue to create a report.

A window will appear with different reporting options. Select whether you want to report part(s) of the review, the whole review, or the eligibility of the reviewer to write a review. Click on the drop down arrow to open each of these sections and see the different reporting options. get an overview of all your reporting activities

Check the box(es) for the relevant reporting reason(s). You may be asked to provide details explaining why the review violates our User Guidelines in this way. Be as specific as possible. Select Continue when you're done.

A report summary will show the reasons you've selected to report the review. Make sure these are correct. Select Back if you need to change your reasons or Continue to proceed. You can also remove individual reasons for reporting by clicking the cross in the upper right-hand corner of each blue box.

Next, a window will appear asking you to create a public version of your report. Your public reporting reason will be visible to everyone on Trustpilot.

Check that you're happy with what you've written because once you've posted this text, you won't be able to edit it. A preview showing how your report will look to Trustpilot users is shown on the right.

Select Submit and publish report to send your report. The review will be temporarily hidden while we investigate it, but your reason for reporting the review will be public and visible to everyone.

Please be patient

Our Compliance Team works to handle reported reviews as quickly as possible, so please be patient. If we need to contact the review's author, we normally allow 7 days for them to respond. But sometimes there's back and forth between the reviewer and our Compliance Team, which can take longer.

See the status of reported reviews

You can track the status of reported reviews in Trustpilot Business > Reviews > Service reviews. Find the review you've reported and select Show more in the upper-right corner.

You can also in Trustpilot Business > Reviews > Service reviews > Reporting activity.

Now thatyou'veclaimed your Trustpilot profile and you know what we're all about, start inviting your past and present customers to review your business.

We strive to make the invitation process as painless as possible. You want to start getting reviews as soon as possible, right? Invite customers manually or use our Automatic Feedback Service to automate your invitation process and start gathering those reviews quickly.

The difference between organic and verified reviews

Reviews that are not solicited are "organic" reviews. This means that after having a buying or service experience, a customer visits Trustpilot to write a review on their own initiative. On the other hand, "verified" reviews are those collected by a business via Trustpilot's invitation services. They're automatically marked as " Verified order ". An "organic" review can also get the "verified order" label if our Compliance Team has seen valid documentation showing that the reviewer has had a genuine experience with the company.

Verified reviews can benefit your business

Verified reviews are recognized by Google as coming from a customer or reviewer who's had a genuine buying or service experience. To qualify for Google-related benefits, such as Google Seller Ratings, you need to have received 100 verified reviews from that country, with a composite rating of 3.5 stars or higher within the last 12 months.

Manual invitations

If youre new to Trustpilot anddon'thave that many reviews yet, manually inviting your past customers is a simple way to raise your profile and gather reviews.

When you send a manual review invitation from within your Business Account, your customers receive messages generated using our optimized invitation template. Weve tested a lot of different templates with different writing styles, wording, and formats. This template's proven to be the most effective at getting customers to respond to review invitations.

There are three ways to send manual invitations:

Upload a data file

Copy and paste data from a document

Enter the data manually

Once those reviews come rolling in, consider making your invitation process even easier with our...

Automated invitations

The best way to ensure you regularly receive new, relevant reviews on your company profile is to set up and automate the invitation process.

The easiest way is to automate your invitations using your eCommerce system, if there's a Trustpilot integration available to use.

If your eCommerce system isn't currently supported, use our Automatic Feedback Service to send your invitations. AFS is easy to implement, and it ensures that youdon'tneed to remember to update, upload, and invite a new batch of customers each month.

Previous Welcome to Trustpilot! Let's get started.

Up next Engage with your reviewers

The TrustBox Optimizer is a conversion optimization tool built into all our TrustBox widgets. Use it to track and improve the way TrustBoxes impact your on-site conversion rate.

We apply the principles of A/B split testing to compare the performance of two or more TrustBox widgets on your website. Based on the data collected, we recommend the best setup or placement to help you optimize your websites conversion rate.

related support article

Start a conversion optimizer test

Set up a test

InTrustpilot Business > Showcase > Website widgets > TrustBox Optimizer, click Start new test.

Click Add widget.

Select the widget you want to add to the test from the overview. If you want your test to include an option without a TrustBox, click Add version without widget.

Onceyou'veconfigured the TrustBox widget to your liking, click Add widget to test.

Move the slider to select the percentage of visitors who will see each test version within the widgetyou'vejust added to the test.

Repeat steps 2 through 5 to select and configure additional TrustBoxes for comparison. You can add up to 3 total versions per test.

Click Next and follow the on-screen instructions using your preferred method of implementing the widgets on your website. If you're not comfortable editing your website's code or using Google Tag Manager, select Ask your developer to do it to share the instructions and widget code with your developer.

Add the test code to your website

Now it's time to add the TrustBox code snippets and conversion tracking code on your website. Important: remember to remove any code from previous TrustBox Optimizer tests from your website before implementing the code for a new test.

Click Add the code yourself and follow the instructions to implement the widget code on your website. Make sure you place the widget at a conversion point on your website thats relevant for your business, e.g. whenever a website visitor completes a desired goal like making a purchase or downloading a product

Under Conversion measurement code, we recommend that you populate the additional fields between the square brackets with order details. This gives you data about the test's impact on your revenue.

Here are examples of the three variables you can test with your conversion tracking. If you use Google Tag Manager, simply copy and paste the code into it.

Variable

Description

Data type

Example

ORDER_TOTAL

Total order amount

Number

20129.95

CURRENCY

The orders currency

String

DKK

BASKET_SIZE

Number of items in the basket

Number

3

For more information about how to add TrustBox(es) on different eCommerce systems, you can check our related support articles.

Monitor your test results

Go to Trustpilot Business > Showcase > Website widgets > TrustBox Optimizer, and click on the test that is running to see how the TrustBoxes youre testing are performing.

We combine the number of website impressions and the number of conversion events to calculate how the different variations affect your conversion rate and revenue.

For more information on how to understand your conversion optimization test results, check out our .

Stop a test

In Trustpilot Business > Showcase > TrustBox Optimizer, select the test you would like to stop and click Stop test. Stopping the test removes the TrustBoxes from your website, but it doesnt remove the code. Youll have to do that yourself.

Based on the test results, decide which widget youd like to keep and remove the data-group attribute from that widgets div code like in the example below.

To completely remove the TrustBoxes, remove all code from <head></head> and <body></body>sections.

Finally, remove the conversion tracking code (unless you plan on running more tests in the future).

Recently bought something or had a service experience somewhere? Why not write a review about it and share your experience with the world on Trustpilot!

Writing helpful reviews is a great way to be an active part of the Trustpilot community. You'll help other consumers make better informed decisions when they buy something, while at the same time, companies can use your input to provide better service to future customers. Everyone wins when you write reviews!

Not registered with Trustpilot? Sign up for an account so you can review companies and provide people with honest, genuine feedback about your buying or service experiences.

Let's write a review

On the Trustpilot website, search for the business or company that you want to review, then go to the company's profile page.

On the company profile page, select the Write a review link.

Select the number of stars that you want to give the company.

In the Your review field, share your buying or service experience. In the Title of your review field, give your review a name.

If you want to, add the reference, booking or tracking number that corresponds to your buying or service experience. This helps the company identify your transaction if they respond to your review.

Select the Post your review now button to post your review.

If you're not signed in, verify your identity with Facebook, Google, or your email address. After you've followed the prompts, your review will appear on the company's profile page.

If you can't find a company on Trustpilot, don't worry! You can still review them. Create a new company profile page and be the first person to review a business.

Tip: If you're sitting at your keyboard and aren't sure what you should write, we've got 8 tips for writing great customer reviews. They'll help you start writing specific, helpful reviews in no time.

If you have questions or want to make a complaint about us processing your personal data, or about our Privacy Policy, we encourage you to get in touch via email.

Got questions?

If you have any questions about our Privacy Policy for users ( US version, UK version ) or about our processing of your personal data, youre welcome to contact our Privacy Team.

Feel free to email us at [email protected] and well do our best to help!

Where to direct complaints

You also have the option of raising a complaint with the Danish Data Protection Agency, which is the lead supervisory authority regarding our platform.

You can find contact information for the Danish Data Protection Agency here: www.datatilsynet.dk.

Any complaints to the Danish Data Protection Agency should specify the name of the company concerned, the alleged privacy violation, your contact information, and whether or not you'd like the particulars of your complaint shared with Trustpilot.

If you've ever reviewed a company on Trustpilot, you have a user account. If you've only read reviews and want to start writing them, create a user account.

You've already got a user account if...

...you've reviewed a business

If you've ever reviewed a business on Trustpilot, you've got an account. Maybe you signed up with your Google or Facebook accounts, or you registered using an email address. Or a company sent you an invitation after you made a purchase, so you left a review. In any case, you're already registered with Trustpilot.

Forgot which credentials you used when you registered? It happens. It's easy to reset your password or find out if you're registered.

You don't have a user account if you...

...only read reviews on Trustpilot

You don't need a user account to read reviews on Trustpilot. Anyone can visit the Trustpilot website, search for a business, read reviews, and stay informed.

You only need to create a user account if you want to write reviews.

Can I edit or delete my account?

Absolutely. Edit your profile and change things like your location, preferred language, and display name.

And if you want to stop reviewing companies and taking part in the Trustpilot community, delete your user profile. Deleting your profile is permanent, and all your reviews will also be deleted.

Useful reviews reflect genuine buying or service experiences had by real people. That's why we have rules about who's eligible to leave a review on Trustpilot.

When can you write a review?

Our User Guidelines set out that you can write a review if:

You bought something - that is, you purchased a product or service, or

You ordered something - you placed an order with the business or company you're reviewing (irrespective of whether the order was later cancelled or not), or

You can show that you used the services - you haven't bought or ordered anything, but you can otherwise document your use of the business or company's services. This might be by showing correspondence with the company or documenting some other interaction.

Top tip: Save a photo or copy of documentation that shows you've had a buying or service experience in case there's a question about your review after you've posted it.

What other requirements are there?

As well as making sure you fit one of the above situations, make sure your review is:

Only about your own experience - not someone else's, and

About a buying or service experienceyou'vehad within the last 12 months.

When can't you write a review?

You can't write a review if you have a special relationship to the company you're reviewing. Specifically, your review shouldn't be about a business that:

You own, have owned, or someone in your immediate family owns

You're employed by or work for, or

Is a direct competitor to a business you own or work for.

How to write a review

Check out our getting started guide for step-by-step instructions on all the basics - from signing up for a Trustpilot profile to finding a particular company and leaving a review.

A few final points

Once you've written a review, you can always edit or update it to reflect your most recent experiences.

For more information, see our quick guide to our User Guidelines, or read the rules in full here.

And finally, we love seeing informative, helpful reviews on Trustpilot, so we've put together some tips to help you write great reviews here.

To ensure that Trustpilots platform has as many genuine and constructive reviews as possible, we allow companies to flag reviews they believe are in breach of Trustpilots guidelines.

To avoid misuse of the flagging function and maintain a balanced platform, Trustpilot investigates every flagged review, and we only remove reviews that are in breach of our guidelines.

Where can I see a companys flagging activities?

The Activity section of a companys public profile page gives you an overview of all its flagging activities. For legal reasons, wecan'tdisplay the content of the reviews weve removed, but the aggregated information in the Activity section can help you understand:

How many reviews has the company flagged on this profile page?

How many flagged reviews has Trustpilot put back online and how many have we removed?

Have reviews been flagged for valid reasons ?

What are the star ratings of the flagged reviews?

Read more about what happens if your review is reported.

What flagging data is displayed?

Reviews flagged:

The total number of reviews flagged by the company on the public profile page since January 1st, 2019.

Reviews placed back online by Trustpilot:

The number of reviews that were flagged on the company profile page and subsequently placed back online by Trustpilot.

Reviewisn'tin breach of Trustpilots guidelines for the selected reason(s):

The number of flagged reviews that Trustpilot has placed back online because our investigation found no breach of guidelines for the reasons reported by the company.

Reviewer resolved the breach of Trustpilots guidelines:

The number of reviews where the reviewer resolved the breach by addressing the reason reported by the company, e.g. removing coarse language.

Reviews removed by Trustpilot:

The number of reviews that were flagged by the company, investigated by Trustpilot, and subsequently removed for being in breach of our guidelines.

Reviewer didnt respond to Trustpilots request to resolve the breach of Trustpilots guidelines:

The number of flagged reviews where the reviewer didnt respond to Trustpilots request to resolve the guideline breach.

Reviewer didnt resolve the breach of Trustpilots guidelines:

The number of flagged reviews where the reviewer was not able or willing to resolve the guideline breach.

Were excited to announce our new Analytics tool Trustpilot Benchmark.

Instead of doing manual search, this tool helps you save time by allowing you to get a quick overview of how your company and other companies perform on Trustpilot. Its easy to get an overview of key metrics, such as star rating, TrustScore, categories, and the number of reviews a domain has. All of the information is publicly available data for domains on Trustpilot.com.

The information available in Trustpilot Benchmark is for your companys internal use only and may not be used externally in any way, for example, to make comparative advertising.

Trustpilot Benchmark

Its easy to use Trustpilot Benchmark.

Navigate to Trustpilot Business > Analytics > Benchmark. Youll see your own companys metrics on the Benchmark page.

Click the Add another company button to add a company to the dashboard. You can select up to nine companies at any time. Support team.

To remove a company, hover over the companys tile and click the X in the upper right-hand corner of the tile.

Which other companies can I add to the dashboard?

Your company can be listed in more than one category, and you can choose companies from any category to add your benchmark dashboard. Trustpilot Benchmark can also show you which country the company is listed in. If two companies are listed in two different countries, you'll see country-specific rankings.

What do Unclaimed, Claimed and Asking for reviews mean?

Each company profile has one of three status labels :

Asking for reviews The company has claimed its profile on Trustpilot and regularly asks its customers for reviews using Trustpilots invitation services.

Claimed The company has claimed its profile on Trustpilot and has access to its Business Account, but we don't have information about the company actively asking for reviews.

Unclaimed The company hasn't claimed its profile on Trustpilot, and we don't have information that the company is actively asking for reviews.

Who should I contact if I need help or have questions?

Please contact your Customer Success Manager with any questions regarding how to get the most out of Trustpilot Benchmark and other Analytics tools. For any technical problems, please reach out to our

Have a question about Trustpilot's platform? Is there a technical issue that you need solved? Contact Trustpilot's Support Team for advice and assistance.

Our knowledgeable Support Agents know the platform better than almost anyone. They can help you with a range of issues, from troubleshooting specific problems to helping you get the most out of your Trustpilot implementation.

You can contact Support using:

Contact form

Live chat

Phone

Different subscription levels have access to different types of assistance. But no matter what kind of account you have, you always have access to the same friendly, capable Support Agents.

Contact form

Live chat

Phone

Free

Lite

Pro

Enterprise

Our agents are available from Monday to Friday between the following hours:

Time zone

Hours of operation

CET

9 am to midnight

GMT

8 am to 11 pm

EST

3 am to 6 pm

MST

1 am to 4 pm

Also, take a look at our Support Center for articles and answers to some of the most frequently asked questions, and guides on how you can get the most out of the Trustpilot platform.

Contact form

Everyone can send us a message using our contact form. Once you've submitted a request, a Support Agent will get back in touch with you as soon as they can.

If you've sent a request outside of our business hours, someone will contact you the next business day.

Live Chat

The Live Chat feature starts an instant conversation with a member of the Support Team. It's a great way to get help for pressing issues or answers to quick questions.

To open the Live Chat:

In the Support Center, select the Help button in the lower right-hand corner of the screen. Enter text in the search field, then select the Live chat button.

In the Trustpilot Business application, select the Help button in the lower right-hand corner of the screen. In the Help dialog, select the Live chat button.

Live Chat is only available for customers with paid subscriptions.

By phone

If you have a Pro or Enterprise business subscription, you can contact the Trustpilot Support Team directly by phone. You'll find the number in the lower-left corner of your Trustpilot Business application.

Meet our Support Team

Behind every resolved support ticket is a friendly, knowledgeable Support Agent. They're real people, located around the world Copenhagen, London, New York, and Denver.

Our Support Agents care deeply about doing what it takes to make sure your issues get solved. They're dedicated to providing great customer service and helping all our users get the most out of their Trustpilot experience.

Come get to know some of the Trustpilot Support Team!

If you have ever written a review on Trustpilot, you will have a user account. This article will help you to find your details and log in to your account, if you've been having problems.

Note: This article is for reviewers. If you are a Business user struggling to log in to your account, this article may help.

Do I have a user account?

If you have ever written a review on Trustpilot, whether you were invited or you found our site on your own, you will have a user account.

For more information on this topic, this article might help.

I can't remember which email address I used

If you created your review in response to an invitation, the email address associated with your account will be the email address you used when ordering from or corresponding with the company you reviewed.

If you created your review organically, and not in response to an invitation from a company, the best option is to search all of your email inboxes for the word Trustpilot, as we will have sent you a welcome email when you signed up.

You should then be able to use the link in the welcome email to gain access to your account.

I'm connected through social media

If your Trustpilot account is connected to your social media, then your log in details will be the same as your log in details for your social media account.

If you're already logged in to your social media account on the device you're using, you shouldn't actually need to manually log in to Trustpilot - simply click on the Log in with Facebook or Log in with Google buttons on the Log in page.

I can't remember my password

Note: If you signed up to Trustpilot with email after November 11, 2019, you will receive a new four-digit confirmation code to your email address every time you log in. The confirmation code will be used instead of a password.

If you know which email you used to set up the account, but you can't remember the password, you can use your email address to reset your password.

Head to the Log in page and click Log in with email

Click Forgot your password? and enter your email address when prompted

Click the Reset password button. The following message will appear at the top of the page in a yellow box: We've sent you an email with instructions on how to reset your password

Check your email inbox and follow the instructions in the email to choose a new password

Reply to critical reviews to win respect and credibility, show off your customer service, and demonstrate that you care about your customers.

Negative reviews are no reason to panic - we all know youcan'tplease everyone all the time! What you can do is use critical feedback in a positive way to learn and improve, and reply to critical reviews to build trust, fix problems and win more business.

Why bad reviews can be a good thing

At Trustpilot, were sometimes asked by companies:

Should I reply to critical reviews? Even if I disagree with whats written?

Can I win over unhappy customers and boost my brand with a good response?

Will the odd negative review make people trust my reviews more?

The answer to these questions is usually: Yes!. Businesses are often surprised to learn that bad reviews can have positive effects, such as giving them the chance to respond to feedback and show they care. Companies that strategically reply to reviews - especially critical reviews - can benefit significantly.

Keep a cool head and reply

We recommend responding to negative reviews in a positive and professional way thats in line with your brand. Our tips for replying to all reviews include keeping responses polite and brief, thanking the reviewer for their feedback, and inviting a more in-depth discussion offline if necessary.

The best replies address the unique situation at hand, so tailor them to be relevant and personal.

Turn negative reviews to your advantage

For businesses, each and every one of your less-than-perfect reviews can be an opportunity. We outline a few ways bad reviews can be great for businesses here. These include:

Helping you win respect and loyalty - and returning customers

Letting you show empathy, and show off your service by responding in a thoughtful and polite way. This can even boost sales

Signalling authenticity and credibility (people tend to be suspicious if a company only has 5-star reviews)

Giving you the chance to solve problems and follow up on complaints - which can impress everyone and convert unhappy customers to returning customers

Providing learning opportunities: You may get valuable insights to improve your business

Avoid reporting bad reviews

Its never easy to receive criticism. We understand wanting to make bad reviews disappear. But reporting 1 or 2-star reviews is rarely the best option.

First of all, a negative rating aloneisn'ta valid reason for reporting a review on Trustpilot! Reviews should only be reported if they breach Trustpilots User Guidelines ( US version, UK version ).

Second, it can add insult to injury if the reviewer feels theyve had a bad experience and then had their voice silenced by a company reporting or removing their review.

Finally, reporting bad reviews means you lose all the benefits above.

What if they're not true?

Even if you believe a reviewers version of events is incorrect, it often pays to briefly and politely respond with your side of the story. You may not be able to win over every unhappy reviewer, but people reading reviews are often savvy enough to see through unreasonable complaints.

Businesses also have to comply with Trustpilots Company Guidelines, which require replies to be family friendly. Its not only a bad idea to be impolite, its also prohibited to respond in a threatening, abusive, libelous, offensive or unlawful way - regardless of how unfair the original review seems.

How do I respond to reviews?

To respond to reviews, log in to your Trustpilot Business Account and select Reviews then Service reviews. You can reply to a particular review by clicking on the icon marked Reply.

Trust goes both ways. If you haven't reviewed a business on Trustpilot before and want to start doing it, create a user profile.

Trustpilot requires all reviews to be connected to an account with a real person behind it. To keep our platform transparent and fair for everyone who uses it reviewers and companies alike we want to make sure that the people who review companies are genuine people who've had real experiences.

If you don't want to write reviews, but just want to keep reading them to make better buying decisions, that's fine! You only need an account if you want to review businesses.

Note: Youve got a user profile if you've ever written a review on Trustpilot - either on your own initiative or via an email invitation from a business. Don't remember what your login credentials are? Let us help you find your user profile.

Create a user profile

On the Trustpilot homepage, in the upper right-hand corner of the page, select Sign up.

On the Sign up page, choose one of three options to sign up for Trustpilot:

Facebook

Google

Email address

how to write a great review

Sign up with Facebook

On the Sign up page, select the Sign up with Facebook button.

If you're logged in to Facebook, select I accept the new Terms and Conditions, then select the Continue button.

If you're not already logged in to Facebook on your computer, enter your Facebook login credentials in the Log in with Facebook dialog, then accept Trustpilot's Terms & Conditions and Privacy Policy.

When you register with Trustpilot using Facebook, Trustpilot has access to your friends list and your email address. You can control Trustpilot's access to these features.

If you use your full name and a photograph on Facebook, they'll also appear on Trustpilot unless you manually change it in your account settings.

Note: Trustpilot never posts anything on your behalf.

Once you've logged in with Facebook, you're ready to start writing reviews. Go out there and express yourself!

Sign up with Google

On the Sign up page, select the Sign up with Google Button.

In the Sign in with Google dialog, select the Google account that you want to connect to your Trustpilot account.

Accept the Terms and Conditions and Privacy Policy, then select the Continue button.

Pretty effortless, right?

Sign up with email

Note: If you signed up to Trustpilot with email after November 11, 2019, you will receive a new four-digit confirmation code to your email address every time you log in. The confirmation code will be used instead of a password.

If you don't have a social media account or you'd rather not connect your Trustpilot profile to a social media platform, sign up using an email address.

On the Sign up screen, select the Sign up with email button.

Enter your email address and name in the fields. Select the check box to accept the Terms & Conditions and Privacy Policy, then select the Sign up button.

To activate your account, select the link in the activation email you'll receive.

Create a password for your Trustpilot account.

Now you're all set. Start writing some reviews!

Next steps

Now that you've created your user account, customize your profile. Change your display name, or edit your social settings to control what information you make public. You can also add a picture to your profile.

And if you need some inspiration for writing your first review, we've got some tips on . Welcome to the Trustpilot community!

When deciding to write a review on Trustpilot, you may find that the company you want to reviewisn'tlisted yet. Take the initiative and be the first one to leave a review.

Want to break new ground and leave the first review of a company on Trustpilot? Here's how to do it:

On Trustpilot's website, enter the company's name in the Search field. write your review

On the results page, select the + Add new website link. Enter the company's web address in the website field, for example www.thisismysamplecompany.com, then click the Add website button.Note: You don't need to include http:// or https:// in the website field.

Select the number of stars you want to give the company.

On the Review page, . When you've finished, select the Let (company) know about your review check box, and enter the company's email address. This lets the company know that you've reviewed them, and they'll appear on Trustpilot.

Note: Companies must have a website in order for you to review them. Sorry, but you can't review that kiosk around the corner unless they have a website (even if they make the best sandwiches ever).

Trustpilot provides consumers who have had a genuine buying or service experience with the opportunity to instantly share their opinion by writing a review.

multiple reviews here

This infographic is a simplified overview of the review journey on Trustpilot.

1. Consumer writes a review

The review journey starts with a consumer writing about their personal buying or service experience and giving the business or domain concerned a star rating of between one and five on Trustpilot.

Great customer reviews describe the overall experience in a way thats helpful to readers of reviews on Trustpilot, and useful to the company reviewed. Honest reviews that set out the facts, provide details, and comment on the level of customer service are most valuable.

Reviewers should leave out personal information (such as names of people), links to other companies and URLs, and anything offensive - such as accusatory statements and coarse language. These are not permitted on Trustpilot (see our User Guidelines or our quick guide to the User Guidelines here ).

2. Reviews are shown chronologically

Trustpilot displays reviews chronologically, with the most recent review at the top.

We don't monitor reviews as they come in, they're not manually moderated or censored before being published. Once posted, reviews are instantly visible to everyone. That also means that businessescan'tdelay the publication of reviews by their customers.

When a review is published, the business thats been reviewed has the opportunity to see it, reply to it and engage in dialogue. Its this open conversation that gives them the opportunity to learn how to improve their services.

3. Genuine reviews stay on Trustpilot

Most reviewers have good intentions and respect our rules. Their reviews stay on Trustpilot for our online review community to read and learn from.

Reviews also stay online when companies change ownership. Wedon'tdelete reviews or company profile pages on Trustpilot if a business is taken over by new owners. But those new owners are able to reply to reviews and let reviewers know about the business's change of hands.

4. Everyone can flag problematic reviews

We know there's a small minority who try to post fake reviews on Trustpilot. But we also recognize the power of an entire community in stamping out abuse.

We take instances of fraud or misuse of our platform seriously and have tools in place* for weeding out non-genuine or problematic reviews. Such reviews can be flagged by our customized software, or reported to us by a Trustpilot user, or even the company who was reviewed. Our Compliance Team will then investigate and take appropriate action.

If a company doesn't recognize a reviewer, and the review was not posted in response to an invitation sent out by Trustpilot's invitation system, the company can use our Find Reviewer tool to ask for more information about the reviewer or their experience.

5. Reported reviews can be reinstated if the highlighted problems are addressed

Reports of non-compliant reviews are investigated by Trustpilots Compliance Team. If the reported problems can be addressed, the reviews author will be asked to edit their review to bring it in line with Trustpilots guidelines.

If the company being reviewed disputes that the reviewer has had a genuine experience with their business, the reviewer can provide Trustpilot with documentation that shows their purchase, transaction or experience to verify their review. Note that Trustpilot treats all reported reviews equally, regardless of whetherthey'repositive and negative.

Reviews that have been removed pending investigation can be put back online if they're edited to address the problems identified so that they comply with Trustpilots User Guidelines. Theyll be visible to the community immediately.

6. Reviews may be removed under specific circumstances

Non-compliant reviews that have been flagged or reported but not edited by their authors and continue to violate Trustpilots guidelines will be removed from our platform. They will no longer count towards a business's star rating or TrustScore.

Reviews that are removed are not deleted, but will remain offline until and unless the outstanding problems can be resolved. Were always able to reinstate reviews if their authors come back to us at a later date.

We consider reviews to be user-generated content owned by their authors. Therefore, only the reviewers themselves can permanently delete individual reviews through their personal accounts on Trustpilot.

7. Reviews can be updated

Reviewers are welcome to update their reviews to add details of their most recent transactions or reflect a changed opinion of the company. If they've had a new buying or service experience, reviewers can also leave a new review of the same company (read more about ).

8. The journey continues

Reviews remain on Trustpilot in the order theyve been posted. This gives consumers the chance to make better choices, and businesses the opportunity to listen to, engage with and learn from their customers.

*Note: Trustpilot uses automated and manual processes to protect the integrity of our platform. They include sophisticated detection software that operate 24/7 to identify and remove reviews deemed false. Reviewers are notified if their reviews are removed from Trustpilot.