Review reply guide · Trustpilot
How to Respond to a Trustpilot Review: Examples
How to reply to Trustpilot reviews: what replies Trustpilot removes, how to answer complaints about delivery, refunds and support, and examples for each.
Trustpilot is where customers go to talk about orders, deliveries, refunds and support, which means the complaints tend to be practical and specific. They are also very visible: your Trustpilot score often shows in search results next to your name.
Replies are a big part of how you are judged there. Trustpilot has clear rules about what a reply may contain, so this guide covers both the rules and the wording.
A Trustpilot-safe reply
- Claim your profile first: only businesses with a claimed profile can reply.
- Be polite and professional. Replies containing personal information, threats or aggressive language will be removed.
- Keep it short and sincere. Trustpilot's own tips say a short, sincere reply often works better than a long one for negative reviews.
- Don't argue with the customer. Say what you'll do, and invite them to contact you.
Examples you can adapt
Trustpilot reviews tend to be about orders, deliveries, refunds and customer support, which is why the examples below focus on those.
A late delivery
“Ordered two weeks ago and still nothing. No updates.”
I'm sorry your order is late and that you haven't been kept informed. Please email [email] with your order number and I'll find out where it is today.
Why it works: It owns both problems, the delay and the silence, and promises an action you can keep.
A refund dispute
“Asked for a refund three times and nobody replied.”
I'm sorry you've had to ask more than once. That should not happen. Please send your order number to [email], and I'll look at it myself and get back to you.
Why it works: Refund complaints are about being ignored. A named person and a promise to follow up addresses the actual grievance.
Slow customer support
“Support took five days to answer a simple question.”
Five days is far too long, and I'm sorry. We've [added staff to our support inbox]. If your question is still open, please email [email] and I'll make sure it's answered.
Why it works: State what has changed, if it has. Only say so if it's true, since reviewers sometimes check.
A positive review praising support
“Needed help with a return and the team sorted it in minutes. Excellent.”
Thank you for taking the time to say so. We'll pass this on to the support team, and we're glad it was easy.
Why it works: Positive replies on Trustpilot should be as personal as the negative ones. Keep it short, and don't ask for anything.
A review calling you a scam
“Total scam. Took my money and never delivered.”
We're very sorry you feel this way, and we want to look into your order. Please contact [email] with your order details so we can find out what happened.
Why it works: Don't argue or call it false. A serious claim gets a calm reply and an invitation, and if it is untrue, report it to Trustpilot instead.
What Trustpilot removes
- Personal information about the reviewer or anyone else.
- Threats, or aggressive or abusive language.
- Arguing with the customer. Trustpilot's own advice is to try not to argue and respond professionally.
- Selective invitations. Trustpilot's guidelines for businesses say to invite reviews consistently and fairly, which means you should not ask only the customers you think will be positive.
Platform rules to know
Who can reply
Businesses can only reply to reviews if they have claimed their profile on Trustpilot. Trustpilot Help
Where replies show
For service reviews, replies are shown publicly on your Trustpilot profile, right under the review they respond to. Trustpilot Help
Guidelines for businesses
Trustpilot publishes guidelines for businesses covering how you may invite and respond to reviews. Trustpilot Guidelines for Businesses
Draft a reply to a Trustpilot review
Paste a Trustpilot review and get a short, professional draft. We've preloaded a typical delivery complaint.
Review details
Response options
Tone
Approach
Length
Number of variants
Generate multiple options to choose your favourite
Generating your response…
Usually takes 3–8 seconds
Your generated responses will appear here
Paste a review and click Generate to get started
Tip: always personalise your response before posting — add a specific detail or your name to make it feel genuine.
Frequently asked questions
Can I reply to a Trustpilot review without a claimed profile? +
No. Trustpilot says businesses can only reply to reviews if they have claimed their profile. Claiming it is the first step.
Why was my Trustpilot reply removed? +
Trustpilot says replies must be polite and professional, and will be removed if they include personal information, threats or aggressive language. Rewrite it without those and post it again.
Should I only invite happy customers to review me on Trustpilot? +
No. Trustpilot's guidelines for businesses say to invite reviews consistently and fairly, and selective invitations are not allowed. Invite everyone, or a fair, random sample of customers.
What if I think a Trustpilot review is fake? +
Reply calmly, once, without accusing the reviewer. If you believe it breaks Trustpilot's guidelines, report it using Trustpilot's own process instead of arguing in your reply.
More review reply guides
- Positive reviews Reply examples for positive reviews, from a one-word 'Great!' to a long story: how to sound genuine, pick the right detail and avoid copy-paste.
- Negative reviews Reply examples for the negative reviews businesses actually get: rude staff, long waits, billing disputes, vague complaints. With why each one works.
- Bad Google reviews Should you reply to or flag a bad Google review? A simple way to decide, how replying works on Google, and examples for 1-star reviews.
- 3-star and mixed reviews How to reply to a 3-star or mixed review: thank them for the good, own the not-so-good, and win a second chance. Six examples for common mixed reviews.
- Ratings with no comment How to reply to a Google review that is only a star rating: what to say to a 5-star, 3-star or 1-star with no text, with examples and when to leave it.
- Fake and unfair reviews How to reply to a fake, mistaken or unfair review without making it worse: six examples, what to flag, and why threatening the reviewer can backfire.
- Yelp reviews How to reply to Yelp reviews: public reply vs direct message, what Yelp's guidance says to avoid, and examples for positive and negative reviews.
Also useful: Replying to fake or unfair reviews, Replying to a negative review
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