The short answer
To reply on Trustpilot, claim your company profile, log in to Trustpilot Business, open Service reviews, and type your answer in the reply box under the review. The reviewer gets an email. You can edit or delete your reply later from the same page. There is no threaded back-and-forth: if the reviewer wants to respond to your reply, Trustpilot has them edit their original review, and you can then update your reply.
- Only businesses that have claimed their Trustpilot profile can reply, and each review carries one company reply you can edit.
- You can't reply to a reply on Trustpilot; the conversation continues by the reviewer editing their review and you updating yours.
- Never ask a reviewer to change or delete a review in your reply. Trustpilot's guidelines treat pressure as misuse.
- Flag only for real breaches (harmful content, personal data, ads, not a genuine experience, wrong company). Over-flagging can get your account restricted.
Who can reply to Trustpilot reviews
Anyone can be reviewed on Trustpilot, whether or not they signed up. Only businesses that have claimed their profile can answer, though. Claiming creates a free Trustpilot Business account tied to your website domain, and from there you get the reply box, the flagging tool and the review invitation features.
Trustpilot won't delete your profile page just because you'd rather not be listed; reviews belong to the people who wrote them. That makes replying the main lever you control. A profile full of unanswered 1-star reviews looks abandoned, while the same reviews with calm, specific replies look like a business that deals with problems.
How to reply on Trustpilot, step by step
Log in to Trustpilot Business
Use the business account linked to your claimed profile, not a personal reviewer account. The two are separate logins.
Open Service reviews
The overview of reviews awaiting a reply covers the last 28 days. For anything older, use the filters (for example by star rating or date) to find unanswered reviews.
Write in the reply box
A reply box sits under each unanswered review. Write your answer and post it. The reviewer is emailed that you replied.
Edit or delete if needed
For reviews you've already answered, click Replied to see options to edit or delete your reply.
Trustpilot also offers ways to answer outside the dashboard, such as a Slack integration that lets teams read and reply to reviews from a channel. Handy if support staff live in Slack, but the same writing rules apply wherever you type.
Can you reply to a reply on Trustpilot?
No, not in the way people expect. Trustpilot doesn't have comment threads. A review has one company reply under it. If the reviewer reads your reply and wants to respond, Trustpilot's help center tells them to edit their original review, and reviewers can edit or delete their reviews at any time. You can then edit your reply to match the updated review.
In practice that means a few things:
- Write your first reply as if it's your only one. It probably will be. Put the apology, the facts and the next step in the same message.
- Revisit reviews that change. If a customer updates from 1 star to 4 after you solved their problem, rewrite your reply so it thanks them for the update instead of apologizing for an issue that's now fixed.
- Move ongoing conversations off the page. Give a support email or reference to quote. A tidy reply and a resolved ticket beat a public argument every time.
Trustpilot replies: key facts
| Question | Answer |
|---|---|
| Who can reply? | Businesses with a claimed Trustpilot profile |
| Public or private? | Replies are public; the reviewer is notified by email |
| Replies per review | One company reply, which you can edit or delete |
| Can the reviewer reply back? | Not directly; they edit their original review |
| Valid reasons to flag | Harmful or illegal content, personal information, advertising or promotion, not a genuine experience, about a different business |
| Is a review hidden while flagged? | Usually not; it generally stays online during the investigation |
| Unrecognized reviewer? | Request details (name, reference, email or phone); they get three days to respond |
| Inviting reviews | Allowed, but invite customers consistently and never offer incentives |
Example Trustpilot replies
Trustpilot is mostly about online orders, subscriptions and services, so reviews are often about delivery, billing and support queues. Readers want proof you resolve tickets, not warm words.
Late delivery, angry customer
Ordered 3 weeks ago, still nothing. Support just sends copy-paste emails. Avoid.
Hi Jordan, three weeks with no parcel and stock replies from us is not good enough, and I'm sorry. Please email support with your order number and mark it for my attention; our logistics team will chase the courier the same day, and you'll hear back from me directly with either a tracking update or a full refund, whichever you prefer.
Subscription cancellation complaint
Took four emails to cancel and I was still charged for another month.
Thanks for flagging this, and sorry it was such a chore. Cancelling should take one step, not four. We've refunded the extra month to your original payment method, and we're adding a cancel button to the account page so nobody else has to email us.
Positive review mentioning support
Had an issue with my first order and Leah in support sorted it within the hour. Will order again.
Thanks for this, and for giving us a second chance after a bumpy first order. I've passed your kind words to Leah. See you next time.
Reviewer you can't find in your records
Total scam, product never worked.
We're sorry to read this and would like to help, but we can't find an order that matches this review. Could you reply to the email Trustpilot sends you with your order number so we can look into it? If something went wrong, we'll fix it.
- Late delivery, angry customer: A single complete reply: apology, what's happening, when they'll hear back, and a choice. It doesn't ask for a review update.
- Subscription cancellation complaint: Billing reviews are read by people deciding whether to subscribe. Showing the refund and the product fix answers their real worry.
- Positive review mentioning support: Short is fine for 5 stars. Naming the agent rewards the team and signals to readers that a real person answers.
- Reviewer you can't find in your records: It stays neutral and pairs with Trustpilot's Find Reviewer request. No accusation, and if the review isn't genuine the record speaks for itself.
Need more wording? Our review response templates are written for Google but adapt well to Trustpilot's tone.
Flagging Trustpilot reviews and using Find Reviewer
A claimed business can flag reviews for free from its account. Trustpilot accepts flags for content that is harmful or illegal, contains personal information, is advertising or promotional, isn't based on a genuine experience, or is about a different company. Disliking the stars or disagreeing with criticism isn't a valid reason, and Trustpilot says it doesn't remove reviews just because a business finds them unfair.
If you simply don't recognize the reviewer, the better route is to ask for information. Trustpilot lets you request details like a name, order reference, email or phone number, and gives the reviewer three days to respond. If they don't, and you believe there was no genuine experience, you can take it further. Meanwhile, a polite public reply (like the last example above) shows readers you looked.
Do
- Flag 5-star reviews for the same reasons you'd flag 1-star ones.
- Reply publicly while a flag is being investigated.
- Keep notes of order lookups in case Trustpilot asks.
Don't
- Flag every negative review hoping some disappear; Trustpilot warns, then restricts, misuse.
- Put customer details from your records into a public reply.
- Threaten legal action in a reply. Use Trustpilot's processes instead.
Trustpilot is often a second review site next to Google. If Google is where your local customers find you, Responsly can draft and post those Google replies; it doesn't connect to Trustpilot. See our Trustpilot alternative comparison for how the two differ.
Sources
- Trustpilot: Guidelines for businesses (June 2026) — Replying, inviting, flagging grounds and misuse, unrecognized reviewers, not pressuring reviewers
- Trustpilot Help Center: Tips for businesses — Replying via Trustpilot Business, reply dos and don'ts
- Trustpilot Help Center: What happens if my review is flagged? — Investigation process; reviews generally stay online
- Trustpilot: Action we take — Consequences of flagging misuse