Claiming the profile is the whole first half of this
A Trustpilot page can exist and collect reviews without you. Until somebody claims it there is no reply box, no inbox and no flagging, and most of what is written about replying on Trustpilot walks straight past that.
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What the platform allows once the profile is yours
Five facts from Trustpilot's help centre. The third one is the reason owners quietly ignore half their queue.
A business can reply only once it has claimed its profile.
If the reply box is missing, the answer is almost never a bug. It is an unclaimed page.
Replies are public and sit with the review.
Same audience logic as Google: the reader you are writing for has not bought anything from you yet.
Service reviews and product reviews are separate inboxes with separate reply paths.
One is answered directly underneath, the other behind a Reply control. Owners who only ever open one inbox never see the other queue.
A posted service review reply can be edited and reposted.
Which makes a fast honest first reply cheaper than a slow perfect one. Say what you know today and update it when the refund clears.
Replying and flagging are separate actions, and doing both to one review is normal.
A reply answers the reader. A flag asks Trustpilot whether the review belongs on your profile at all, and it has its own rules.
Replying inside Trustpilot Business
Step one is the one that blocks everybody, and it is not really a reply step at all.
Claim the profile
Nothing else here works until this is done, and it is the step most often skipped by a business that inherited a page it never created.
Open Manage reviews
Choose the review type you are answering, service or product, and open that inbox.
Answer under a service review, or use Reply on a product one
The two paths look different on purpose. Learn both or you will silently ignore one of your queues for months.
Post it, then reread it tomorrow
Edit reply exists. Use it when a refund lands or a fact turns out to be otherwise, rather than leaving a wrong reply standing.
Decide separately whether it is also a flag
If the review is about a different business, contains personal data or is not a genuine experience, flagging is a separate action with separate requirements.
A one star review about a refund, and a reply that names a date
An online mattress retailer. The complaint is not really about the mattress at all.
S. Okonkwo
One star out of five. 2 weeks ago.
Returned the mattress inside the trial window on the eleventh. Collection happened on the nineteenth. It is now the fourth of the following month and I have had three emails telling me the refund is being processed and nothing in my account. At what point does processing become paying.
That is a fair question and the answer is fourteen days from collection, which means yours was due on the second and is late. Your refund sat in a batch that failed at our end on the first, and nobody caught it until your third email, which is the actual failure here rather than the wait itself. It was released this morning and should reach you within three working days. The three identical emails are being dealt with too. A held refund now raises a ticket instead of sending the same reassurance again.
The sentence doing the work
which is the actual failure here rather than the wait itself
The complaint is not the eight day delay. It is being told three times that something was happening when nothing was. Naming that as the real failure, instead of apologising for the delay, is what makes the reply readable to the next person deciding whether this company answers its email. The date and the mechanism do the rest, because a reply that says sorry for the inconvenience and gives no number is indistinguishable from the three emails being complained about.
What GetSetReply does on Trustpilot
GetSetReply reads the reviews and drafts the reply. Claiming the profile, posting and flagging all stay with you, inside Trustpilot Business.
- We cannot claim a Trustpilot profile for you, and you should not want us to. The claim is the proof that the business is yours.
- The draft comes back as text. You paste it into the right inbox and post it.
- Nothing is published on your behalf, and no review is flagged on your behalf.
Two more pages on the same job
One is how the Trustpilot connection works. The other is the wording for the complaint that fills this inbox.
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 reply questions
Answers from Trustpilot's help centre, with the pages and dates at the foot of this guide.
Why can I not reply to a Trustpilot review?
Almost always because the profile has not been claimed. Trustpilot allows a business to reply only after it has claimed its profile.
Are Trustpilot replies public?
Yes. Your replies are public and sit with the review on your profile.
Can I edit a Trustpilot reply after posting it?
Yes. Open the reply, choose Edit reply, make the change and post the updated reply.
Is replying to a review the same as flagging it?
No. Flagging asks Trustpilot's Content Integrity team to look at whether the review breaches its guidelines, and it has its own requirements. You can reply and flag the same review.
Does GetSetReply post to Trustpilot for me?
No. It drafts the reply and you post it from Trustpilot Business.
Where the Trustpilot facts on this page came from
All three are Trustpilot's own help centre pages, read on the date shown.
- Trustpilot Help Center: How to reply to reviews Read 2026-09-10.
- Trustpilot Help Center: Can businesses reply to reviews? Read 2026-09-10.
- Trustpilot Help Center: What happens after businesses flag reviews? Read 2026-09-10.
Trustpilot replies
Claim it, then answer it
Once the profile is yours, connect it and every new review arrives with a reply already drafted in your voice.