Trustpilot has created a simple suite of tools to make it easy to invite customers to leave a review of your site and service.
I see that some reviewers of Trustpilot itself are not happy that their reviews of other companies are temporarily hidden whilst they're investigated. I've not personally had to question any reviews - all of our customers are invited to leave a review by email and if they follow the link their order number is automatically passed through. But if we received a negative review that didn't come through that validated route, and it wasn't clear who the customer was, I'd also challenge it and ask the customer to provide their order number. As well as making sure it's a genuine review, I'd want to understand what had gone wrong and learn from it.
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Thanks for your review. We appreciate you're taking the time to give us your thoughts about our Trustpilot works and how you think reviews should be handled. We think your approach is the right one and that open dialogue is very effective and that it is the core of our solution.