Guide · Updated Jul 2026
How to reply to Trustpilot reviews
Trustpilot's algorithm rewards response rate directly — unlike Google, they publish it. A consistent reply cadence is one of the fastest TrustScore levers.
TL;DR
Sign in to business.trustpilot.com, open the review, click Reply. Keep it under 500 characters, address the specific complaint, and reference your reference number for verified reviews. Reply rate is a documented TrustScore factor.
Step by step
- 1
Sign in to business.trustpilot.com
Free Trustpilot Business plans include unlimited replies.
- 2
Filter by 'unanswered' to prioritise
The Reviews tab has a filter for unanswered reviews. Work top-down.
- 3
Reference the reviewer's specific complaint
Trustpilot flags generic replies to reviewers, so specificity is doubly important here.
- 4
Ask for a reference number on disputes
For any dispute, request an order or booking reference in the reply. This is Trustpilot's own recommended step and often leads to review updates.
- 5
Never buy or incentivise reviews
Trustpilot actively audits and delists businesses that manipulate reviews. Compliance is non-negotiable.
FAQ
- Does Trustpilot show response rate publicly?
- Yes — it appears on your public profile and influences TrustScore weighting.
- Can I get a Trustpilot review removed?
- Only for policy violations (fake, defamatory, off-topic). Trustpilot's compliance team decides; the bar is high.
- Is a HappyReplies-drafted reply allowed on Trustpilot?
- Yes. Trustpilot's policy is about the content, not the tool — draft with AI, personalise, and post.
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