Can a business remove a review on Trustpilot?

What a flag does

1. Flag the review from your business account and pick the guideline it breaks.

1. A wrong reason wastes the flag, because only the reason you chose gets checked.
2. If the breach can be fixed, the reviewer gets to change the review first. Trustpilot says the review might be temporarily hidden meanwhile.

Source: Trustpilot, Guidelines for Businesses

What stays up

• A harsh review of a real experience stays. Trustpilot adds that a negative review is not automatically defamatory.
• If you fix the customer's problem, the reviewer doesn't have to update the review.
• Your fix is still worth doing, because the next reader sees your reply under it.

What gets a brand in trouble

1. Pressure. Trustpilot calls pressuring a reviewer, or offering an incentive, to change or delete a review "a big no-no".
2. Uneven flagging. Trustpilot asks you to flag 5-star reviews for the same reasons you flag 1-star reviews.
3. Incentives. Trustpilot says you shouldn't provide discounts, monetary rewards, loyalty points, gifts or coupons for reviews. So never tie a free product to a Trustpilot review.
4. Conflicts of interest. Trustpilot says anyone with one can't review your business. A creator you pay has one by that wording, so don't ask a paid creator to post a review.
5. Biased invitations. Trustpilot wants your invitation process and language "fair, neutral and unbiased".

Source: Trustpilot, Guidelines for Businesses

What to do with a bad review that stays

• Reply in public, and keep it clean: Trustpilot can delete a company reply that is harmful, hateful, discriminatory, defamatory or obscene.
• Fix the customer's problem, then say what you fixed. Google's rules and Amazon's draw the same line between a report and a disagreement.
• Never pay a firm that promises to delete reviews. Here are six questions to ask first.