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Reviews are only worth something if customers can trust them. That's why the same rules apply to every company, whatever the plan.
What isn't allowed
- Giving money, gifts or discounts for reviews.
- Writing reviews of your own company or of competitors.
- Pressuring customers to change or delete a review.
- Buying reviews or using services that sell them.
- Promising something in an invitation in return for a review.
- Writing personal data about the reviewer, threats or advertising in a reply.
What you can't do
- Demand that a review be deleted. Only the reviewer can delete their review, and TrustSays only removes reviews that break the guidelines.
- Pay for a better SaysScore, a better position or the removal of criticism. The paid plans give tools such as invitations and widgets, not influence.
- Change a review. You can reply to it and edit your own reply.
What you're welcome to do
- Reply publicly to all reviews, including the critical ones.
- Ask a customer to look at the review again when a matter has been resolved, with Ask the customer to update. The customer decides.
- Report a review that breaks the guidelines.
- Invite all your customers, not just the ones you think are happy.
What happens in case of a breach?
Breaches can lead to a warning on the profile or suspension. Customers can report pressure or offers of payment to us.
If you're dealing with an unhappy customer, an honest reply and a solution are the best way to a better review. Read Good replies to criticism.
Read the full text in the guidelines for businesses.
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