# Trustpilot review reply templates

> Six Trustpilot reply templates that respect Trustpilot's verification and TrustScore rules — for 5-star, 1-star, invited-vs-organic, and flagged scenarios.

_Updated 2026-07-22 · By Elizabeth Davis_

Source: https://happyreplies.com/templates/platform/trustpilot

## TL;DR

Reply to every review, invited or organic — Trustpilot's TrustScore weights response consistency directly. Never reply defensively to a review flagged for verification.

## Overview

Trustpilot is used most heavily by e-commerce and B2B software. Its TrustScore is a direct function of review volume, star average, freshness, and response rate. These templates are calibrated for that.

## Platform rules

- Trustpilot distinguishes invited from organic reviews — reply to both.
- You can flag a review for verification but not for negativity alone.
- TrustScore weights response rate, not just star average.
- Never offer a customer a discount in return for updating a review.

## Tone notes

First-name, one paragraph, direct email for anything specific. E-commerce voice is tighter than hospitality.

## Templates

### 5-star, verified purchase

> _Review:_ Great product, fast delivery.

> _Reply:_ Hi Sam — thank you, the fast-delivery note is on us to keep up. — Priya, operations

### 3-star, honest

> _Review:_ Product was okay, delivery was slow.

> _Reply:_ Hi Chris — a slow delivery on a good product is on us to fix. From this month we're moving to a new carrier for the region. — Priya

### 1-star, specific complaint

> _Review:_ Item arrived damaged, no reply to my email.

> _Reply:_ Hi Jamie — a damaged item and a silent inbox is a double failure. Please email hello@ourshop.com with your order number and I'll refund and reship today. — Priya, ops lead

### Fake / unverified

> _Review:_ Bad service (no order details).

> _Reply:_ Hi — we can't find an order matching this review. Please email hello@ourshop.com and I'll investigate. — Priya

### Post-refund

> _Review:_ Refunded me quickly after complaint.

> _Reply:_ Hi Nadia — thank you for updating. A quick refund is the minimum we aim for. — Priya, ops

### B2B software

> _Review:_ Onboarding was rocky but support was excellent.

> _Reply:_ Hi Alex — thank you for the honest write-up. Onboarding is our current focus — expect a new setup flow next month. — Priya, customer success

## FAQ

### How does Trustpilot's TrustScore weight replies?

Response rate is one of the four inputs alongside star average, volume, and freshness. Consistent replies over time move the score.

### Can we ask a Trustpilot reviewer to update a review?

Yes, privately, without incentive. Never in the public reply.

### Can we flag a Trustpilot review for being negative?

No — only for policy breach (fake, defamatory, off-topic, verifiable false claim).