FAQ - HÄUFIG GESTELLTE FRAGEN

• It is based exclusively on the product features or the layout/usability of the website.
  
  
• There is documentation that parts of the review are deliberate misrepresentations of the actual course of events.
  
  
• It contains names of employees, coarse language or references to other companies (such as competitors, etc).

• The reviewer has not ordered a product or service at the company, or has not had a user profile at, for instance, dating sites.
  
  
• It has been written by the owner or employees of the company.
  
  
• The reviewer has written more than one review about the company, or posted duplicate reviews

• If the company and reviewer disagree about the course of events, and where it is impossible to determine who is right. In matters like these, the company must reply to the review and state their side of the matter.


• If the user, for example, awarded two or three stars, but should have awarded only one.


• If the review is "unfair". If the reviewer has had an experience with the company and is dissatisfied, we cannot decide whether or not it is fair that the reviewer is dissatisfied. There are too many factors for us to be able to make that decision.

The user removes and reposts his/her own review with the purpose of remaining on the front page of a review page or to get a company reply removed (the user will be removed if the first email is ignored).

The user uses Trustpilot for spam and not for reviewing purchase experiences.

The user posts a large number of reviews that do not focus on purchase experiences, but are only posted with the purpose of increasing his/her review count.

The user shows threatening or derogatory behaviour towards other users or companies - e.g. by continously naming employees or using coarse language.

The short version is that the Trustscore is an average that takes representativity and the reviews' "age" into account.

The TrustScore is not simply an average of individual user ratings. It attempts at giving a mathematically sound approximation of the probability of having a satisfying experience when shopping with a given company. One thing it does to achieve this, is to never allow a rating to deviate too far from the average, unless we have enough data to soundly make bold claims about the customer satisfaction.

If there are only few reviews, the score will not deviate a lot from the median, 7.

As more reviews are written, the formula functions more and more like a weighted average, where new reviews count more than old reviews.

"Verified buyer" means that we have been in contact with the user who has verified his/her purchase with the shop in question. Usually, they do this by forwarding a scanned copy of the order confirmation or invoice, or by forwarding their email order confirmation. Furthermore, companies who have signed up as partners have the option of sending feedback emails to their customers. When customers write reviews by clicking the link in these emails, they will automatically be verified buyers

Please read our dedicated FAQs: Reviews and ratings on Google

1. Click "My profile" in the top right corner of the site
2. Click "Go to my profile"
3. Find the review you want to change and click "Edit"

From here, both the score and the review text can be edited.

1. Click "My profile" in the top right corner of the site 2. Click "Go to my profile" 3. Find the review and click "Delete"

1. Click "My profile" in the top right corner of the site
2. Click "Go to my profile"
3. Click "Edit my settings"

1: Click "My profile" at the top of the page and choose 'Go to my profile'
2: Click "Edit my settings" and then "Account settings"

Enter the new password and click "Change password"

1. Click "My profile" in the top right corner of the site
2. Click "Go to my profile"
3. In the box with your profile information, click "Edit my Settings"
4. Click "Account settings"
5. Click "Delete my user"

If you search for a company that is not already listed, a review page should be created automatically. For this to work, you have to put the web address for the company into the search field (example.co.uk).