Updated 2026-10-20

Trustpilot response templates

Trustpilot is a different room from Google. Most reviews arrive through invitations the business sent, the profile shows a TrustScore that moves with every new review, and the whole platform is built around watching how a company treats criticism. Trustpilot's guidelines for businesses ask you to engage with reviews professionally and politely, and a reply here is read by shoppers comparing you with a competitor one tab over. Reply to the one-stars first, keep the reply shorter than the review, and never use it to argue about whether the person is a “real” customer: that is what the flagging process is for.

Two Trustpilot-specific habits. First, invited reviews carry a verification label, so a reply that thanks the person for their order reads naturally; organic reviews don't carry it, so check your records before you reference a purchase. Second, Trustpilot treats selective invitations and incentives as score manipulation, so the fix for a bad review is never a wave of invitations to the happiest customers you had that week.

Trustpilot platform notes

Checked 2026-10-20. Trustpilot's own pages were not readable from our build environment, so these notes come from search excerpts of the linked pages rather than a direct read; confirm any limit against the live page before relying on it.

Reply length: no character limit is published in the Trustpilot sources we could read. The guidelines for businesses set the standard as engaging with reviews professionally and politely; the reply editor in your Business account shows any cap when you type past it. Source: Trustpilot: Guidelines for Businesses
One company reply per review. Integration vendors describe this as a hard platform limit (one reply per review, not one per agent or per attempt), so there is no second reply to walk back a bad first one. Source: Atender docs: how to reply to a Trustpilot review (third party)
Invitations and incentives: offering an incentive for a review, or inviting only selected customers, biases the TrustScore and is against the guidelines for businesses. Reviews that come through Trustpilot's invitation flow are the ones that carry the verification label. Source: Trustpilot: Guidelines for Businesses
Verification and flagging: a verification label means Trustpilot could confirm a business interaction took place, not that it checked the claims in the review. Every review passes automated screening, and anyone can flag a review they believe breaches the guidelines, including one not based on a genuine experience. The full list of flag reasons lives in the Help Center, which we could not read from here. Source: Trustpilot: Guidelines for Businesses

The templates

Replace every [BRACKETED_PLACEHOLDER] with your specifics before posting - an unedited template is worse than no response.

Positive review from an invited (verified) customer

Thank you, [CUSTOMER_NAME]. It's good to hear that [THING_THEY_PRAISED, e.g. “the setup guide”] did its job, and [TEAM_OR_PERSON] handled your order and will see this.

If anything about [PRODUCT_OR_SERVICE] needs attention down the line, [SUPPORT_EMAIL] reaches a person, not a queue. Thanks for taking the time. - [YOUR_NAME], [ROLE], [BUSINESS_NAME]

One-star review from a verified customer

[CUSTOMER_NAME], I'm sorry. This is [YOUR_NAME], [ROLE] at [BUSINESS_NAME], and I've pulled up your order. [SPECIFIC_ISSUE, e.g. “The replacement unit went to the old address”] is our error, not yours, and it should have been caught at [STAGE, e.g. “dispatch”].

Here's what happens next: [CONCRETE_ACTION, e.g. “a refund was issued this morning and will show within five working days”]. I've emailed you from [SUPPORT_EMAIL] so you have a direct line. For anyone else reading: [CONCRETE_CHANGE] went into place on [DATE] so this particular failure doesn't repeat.

Three-star review: good product, poor delivery

Thanks for the balanced write-up, [CUSTOMER_NAME]. We'll take the three stars at face value: [THING_THAT_WORKED] did what it should, and [THING_THAT_DIDN'T, e.g. “a delivery window that slipped twice”] didn't.

On the delivery side, [EXPLANATION_OR_CHANGE, e.g. “we moved [REGION] orders to a different carrier in [MONTH]”]. If you order again, email [SUPPORT_EMAIL] with the order number and I'll watch it through personally. - [YOUR_NAME], [BUSINESS_NAME]

Review you can't match to any order (flagged as not a genuine experience)

Hi [REVIEWER_NAME], thank you for the review. We've searched our orders and support history for the details here and can't find a purchase or a conversation that matches. We've asked Trustpilot to look into it through its flagging process, which may ask you to show that the experience took place.

If you did buy from us, that's exactly what we want to know: email [SUPPORT_EMAIL] with your order number or the address you used and we'll go through it properly. Genuine complaints get a real answer from us, every time. - [YOUR_NAME], [ROLE], [BUSINESS_NAME]

Complaint about the review invitation itself

Hi [CUSTOMER_NAME], that's fair, and I'd rather hear it than not. Our invitation goes out [WHEN, e.g. “once, seven days after delivery”] to everyone who orders, because Trustpilot's rules don't let us pick and choose who gets asked. [IF_TRUE, e.g. “You received more than one, which means something misfired on our side, and I've had your address removed from the invitation list.”]

The review is yours to keep exactly as it is. If anything about the order itself needs fixing, [SUPPORT_EMAIL] gets to me directly. - [YOUR_NAME], [ROLE], [BUSINESS_NAME]

Review about a courier or marketplace, posted on your profile

Hi [CUSTOMER_NAME], thank you for flagging this. The [ISSUE, e.g. “missed delivery slot”] happened on [THIRD_PARTY, e.g. “the carrier's”] side, but you bought from us, so it's ours to sort out. I've opened a claim on your behalf and [ACTION, e.g. “a replacement left our warehouse today”].

If the next step slips, reply to the email from [SUPPORT_EMAIL]; I'm watching this one. - [YOUR_NAME], [ROLE], [BUSINESS_NAME]

Do

Reply from a named person with a role; Trustpilot readers are comparison-shopping and scroll your reply history, not just the review in front of them.
Match the review's verification state: reference an order only when your records show one.
Flag reviews you cannot match through Trustpilot's process and say so plainly in the reply; the reply is for readers, the flag is for the platform.
Keep the reply shorter than the review on one-stars; a long defence reads as guilt.

Don't

Don't invite only your happiest customers or offer anything for a review; Trustpilot's guidelines for businesses treat both as score manipulation.
Don't ask a reviewer to change or remove their review in the reply; ask what would fix the problem instead.
Don't paste the reviewer's personal details (order numbers, addresses, full names) into a public reply.
Don't post the same reply under twenty reviews; readers scroll your reply history on the profile page.

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