Why online stores attract misplaced reviews
Common causes we see for Australian retailers:
- Customers who bought your product through Amazon, eBay or another marketplace seller
- Scam or copycat sites using your brand name
- Courier or payment-provider complaints aimed at the wrong company
- Reviews posted during sales events by people with no order
Order records are your strongest evidence
The ground “not based on a genuine experience” depends on showing the reviewer isn’t your customer. A search of your store platform by name, email and date range is usually the first step. We help you decide what to provide and what to keep private.
When the review is genuine
If the order exists and the complaint is real, the best outcome usually comes from a quick, helpful public reply. Trustpilot shows replies alongside reviews, and future buyers read them. We won’t take on a report that is unlikely to succeed.
How it works
- Send your enquiry — the review link is optional at first.
- We assess the review against Trustpilot’s guidelines and give you an honest answer.
- If it’s worth pursuing, we quote for your situation. Nothing starts until you approve.
- We prepare and lodge the report through Trustpilot’s own process and keep you updated.
There is no upfront removal payment. Trustpilot makes the final decision on every review.
Related Trustpilot help
Questions about Trustpilot reviews
Can a review about a marketplace purchase be removed?
If the customer bought from a third-party seller and the review is about that seller’s service, it may be reportable. If it’s about your product itself, it may count as a genuine experience.
Do you need access to our store platform?
No. You can search your records yourself and share only what’s needed.
Can you help with reviews on Google Shopping or Google Maps?
Google reviews follow different rules. See our Google review removal service.
Evelon Digital is independent and not affiliated with Trustpilot.