Trustpilot
Trustpilot review reply templates
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.
Trustpilot reply 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.
6 templates
1. 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"
2. 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"
3. 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"
4. 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"
5. 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"
6. 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).
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