TrustPilot's New Way of Authenticating Genuine Reviews

[Kjones_1]

Hi There!

Our store uses TrustPilot (Standard, not free version) to collect customer reviews. In the past when we received a review that was not authentic ( we have only received one) we flagged the review, TrustPilot reached out to the reviewer for documentation of the experience or product, and if after three days the reviewer did not respond then the review was likely taken down. Now, they have a new policy that no longer requires the reviewer to prove they had any exchange AT ALL with the business. We recently received a "fake" review from an individual that we have no idea who they are nor have we had any conversations with either. I flagged the review, TrustPilot reached out to the individual, the individual did not respond but TrustPilot decided to keep the fake review up. I filed a claim asking them to review the decision (it is still pending) but how the heck does a business owner prove to TrustPilot that they never had a customer or engaged with a potential customer? This is an invitation for fake reviews. Anyone else dealing with this or can anyone suggest a review platform that is honest for the business owner and the customer?  I accept reviews that are bad if we have earned them but I can't accept reviews that are fake with no way of verifying them.  Thank you!

[DaisyVo]

Hi @Kjones_1 

I hear your frustration loud and clear. Fake reviews are a huge headache, especially when a platform like TrustPilot shifts its policies in a way that leaves businesses vulnerable. It sounds like their new approach removes the burden of proof from the reviewer, making it nearly impossible for business owners to challenge fake reviews effectively. That’s a major issue, and you’re not alone in dealing with it.

Why TrustPilot's New Policy is a Problem

Before, if you flagged a review, the reviewer had to provide proof of interaction within three days, or TrustPilot would take it down. Now, that requirement seems to be gone, meaning false or malicious reviews can stick around even if the reviewer ignores TrustPilot’s follow-up. This is incredibly frustrating because, as a business, you can’t prove a negative—you can’t provide evidence of an interaction that never happened.

What You Can Do About It

1. Continue Pushing Back – Since you’ve already filed a claim, keep an eye on it. If they reject your appeal, escalate the issue. TrustPilot does have a Business Support team, and sometimes persistence works.

2. Publicly Respond to the Review – Even if you can’t get it removed, you can still control the narrative. Politely but firmly state that your records show no interaction with this person and that you take genuine customer feedback seriously. Something like:
   "We take all reviews seriously and always want to address customer concerns. However, we have no record of any interaction with this individual. If this was a genuine experience, we’d love to make things right—please reach out to us directly."
   This lets real customers see that you’re responsive while subtly discrediting the fake review.

3. Look Into Alternative Review Platforms – If TrustPilot isn’t working for you, consider alternatives like:

   • Google Reviews – Google has better moderation, especially if you can show a review is fake.
   • Feefo – Works on an invite-only system, meaning only real customers can leave reviews.
   • Yotpo – Also focuses on verified buyers only.

4. Encourage More Authentic Reviews – The best way to drown out fake reviews is by getting more real ones. Send post-purchase emails or offer incentives (like discounts or loyalty points) for honest feedback.

Final Thoughts

You’re absolutely right—bad reviews are fine when they’re real, but fake ones are a serious problem. TrustPilot’s new system seems to open the floodgates for fake reviews, and they need to address that. Hopefully, they’ll adjust their policies again if enough businesses push back.

If you need extra help, just let me know asap. Thanks
Daisy.