Our Agents and legal experts help apply our guidelines fairly and equally, while our Tech Team develops and continuously improves the tools and algorithms we need to fight fraud.
Humans aren't the only ones looking out for our community — our robots are on deck 24/7, alerting us to suspicious-looking reviews and behavior.
Members of our global community confidentially let us know about potential misuse or abuse of our platform.
Fighting fake reviews and?misuse
We're using a strong combination of dedicated people and clever technology to protect our platform. Our customized fraud detection software automatically detects suspicious reviews and removes fakes. We've spent years developing and fine-tuning the advanced algorithms and AI that form its foundation, and continue to invest heavily in this area. Our software is backed by a trained Content Integrity Team to investigate all reports of misuse.
Content Integrity Team
Our Content Integrity Team comes to work every day to help reviewers and companies understand how best to use our platform.
Together with our software, they handle as many as 100,000 requests, queries and reports every month, applying our guidelines fairly and equally and interacting with thousands of companies and consumers across the globe. They’re an impressive group of skilled multilinguals who bring interesting work and life experience – having held previous roles like police investigation, journalism, forensic science, and even diplomacy.
We also have a technology team, the TnT Squad, dedicated to developing and fine-tuning our fraud detection software and processes to find new and better ways of weeding out fake reviews and misuse.
This brainy bunch of experts from all over the world have a diverse background including engineering, psychology, police intelligence, linguistics, and even a physicist who worked at CERN.
Supported by our legal experts, Trustpilot’s Enforcement Agents carefully investigate reports of misuse and stay ahead of any attempts to game the system.
They also report and request removal of advertisements from companies asking for fake reviews or individuals offering to write them.
Help from our community
Detecting problems isn’t an exact science and even though we catch most of what’s out there, we always welcome help from anyone using Trustpilot.
What do we do if we see continued misuse?
Our robots are constantly on the lookout for suspicious reviews and behavior, and automatically warn companies if detected. For example, if we come across misuse of our reporting (flagging) function, a series of automated warnings will be triggered reminding the company to play by the rules.
Cease and desist
If our warnings are ignored or we continue to see misuse of our platform, our Enforcement Agents can issue a cease and desist (C&D) letter. A C&D letter is a legal letter officially informing a company that they have breached our guidelines and telling them to stop immediately.
If a company continuously breaches our guidelines, we post a consumer alert on their Trustpilot profile to warn reviewers that we’ve detected significant fraudulent behavior. We can also terminate contracts with businesses and have the ability to block fraudulent users from our platform.
Dedicated teams and sophisticated technology
... working together to make sure you’re reading reviews based on real experiences
Head of Enforcement, Trustpilot