Invitations are the point. The list is the rule
Trustpilot is built around businesses inviting their own customers, and it publishes several supported ways to do it. The condition attached is not about the wording of the email. It is about who is on the list, which is the part most programmes get wrong quietly.
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What Trustpilot supports, and what it requires
Four points from the help centre and the guidelines for businesses. The second is the condition that decides whether a programme is legitimate.
Several invitation methods are supported, from a blind copy address on your own transactional email through platform integrations to the API.
You do not need a separate mailing programme. Copying the order confirmation address is usually enough to queue an invitation a few days later.
Invite consistently and fairly, which Trustpilot defines as inviting everyone in the same way and at the same point in the customer journey.
Being selective about who you invite is listed as a prohibition in its own right, so there is no arithmetic that makes a narrower list acceptable. The one decision to make is when in the journey the invitation goes.
The invitation process and its language must be fair, neutral and unbiased.
An email that opens by hoping you loved your order has already put a thumb on the scale, and it is the wording most templates start from.
A business can reply to reviews only once it has claimed its profile.
An unclaimed page can already be collecting reviews that nobody on your side can answer, which is worth fixing before you start generating more of them.
Setting up invitations without biasing them
The order matters. Pick the rule for the list before you write a word of the email.
Claim the profile
Trustpilot allows a business to reply only after it has claimed its profile, so without this the reviews your invitations produce arrive somewhere you cannot answer them.
Fix the moment, not the customer
Trustpilot's condition is that everyone is invited the same way at the same point in the journey, so the only decision to make is which point that is. Once it is fixed, every customer who reaches it gets the invitation and nobody is chosen.
Pick the supported method that matches your systems
A blind copy on the transactional email is the least work if you already send order confirmations. An integration or the API is better if the timing needs to be exact.
Strip the optimism out of the wording
Ask for a review of the experience, not a good review of it. Neutral wording is a published requirement here, not a tone preference.
Reply to what arrives, including the flagging decision
Replies are public and editable, and flagging is a separate action with its own rules. Both belong in the routine rather than in a crisis.
What GetSetReply does, and what stays inside Trustpilot
Trustpilot's own invitation machinery is the right place to invite Trustpilot reviews from. We stay out of it and work on the two ends it does not cover.
- We do not send Trustpilot invitations. Use the supported method that matches your systems, which is a better audit trail than anything we could offer.
- Contacts and your review funnel link are on every plan. Review requests by email and SMS are included on Professional and Enterprise.
- Reviews arrive in your queue with a reply drafted. Nothing is published on your behalf.
Review requests by email and SMS are included on Professional and Enterprise. Your review funnel links, QR codes and contacts are on every plan.
Two pages next to this one
One is how the Trustpilot connection works. The other is the wording for the reply that most often follows a resolved complaint.
Trustpilot is one of the places we watch
Every platform below lands in the same queue, so a Trustpilot review and a review from anywhere else are read, drafted and answered in one place.
- Yelp
- TripAdvisor
- DoorDash
- Trustpilot
- Etsy
- Square
Trustpilot invitation questions
Answered from Trustpilot's help centre and its guidelines for businesses, both cited below.
Can I invite customers to review me on Trustpilot?
Yes. Trustpilot supports several invitation methods, including a blind copy address on your own transactional email, platform integrations and the API.
Do I have to invite every customer?
Trustpilot asks you to invite consistently and fairly, which it defines as inviting everyone in the same way and at the same point in the customer journey. Picking and choosing which customers you invite is listed separately as something not to do, so a narrower list is not made acceptable by having a rule behind it.
Can I word the invitation to encourage a good review?
No. Trustpilot requires the invitation process and its language to be fair, neutral and unbiased, which rules out an opening line that assumes the answer.
Why can I not see the invitation tools?
Most often because the profile has not been claimed yet. Claiming it is what unlocks the business side of Trustpilot, including replies.
Does GetSetReply send Trustpilot invitations?
No. Invitations belong in Trustpilot's own tooling. We pull the reviews in and draft the replies.
Where the Trustpilot rules on this page came from
Trustpilot's help centre and its published guidelines for businesses, read on the date shown.
- Trustpilot Help Center: Trustpilot invitation methods Read 2026-09-10.
- Trustpilot Legal: Guidelines for businesses Read 2026-09-10.
- Trustpilot Help Center: Can businesses reply to reviews? Read 2026-09-10.
Trustpilot
Invite everyone, reply to everyone
Once the invitations are running, connect the profile and let the replies be drafted as the reviews land.