A careful first response
What to do next.
- Check your order and customer records for the reviewer's name, email and dates
- Pick the one ground that fits: not a genuine experience, conflict of interest, personal information, harmful content, promotion or wrong business
- Add evidence that supports that exact ground — not general frustration
- Flag each review separately; don't mass-flag
- Keep Trustpilot's decision email
Why the reason matters
Trustpilot assesses a flagged review only for the reason that was selected. A fake review flagged as 'harmful' will usually stay, even though it should go.
What counts as evidence
No order, booking or email address that matches; a reviewer who works for a competitor; a timeline that doesn't fit. Never invent or edit records — a weak but honest flag is better than a strong false one.
What doesn't work
Flagging a review because it's negative, or flagging every low rating. Trustpilot says misuse of the flagging tool isn't tolerated, and it can hurt your credibility with them.