With Trusted Shops, you get authentic feedback – both positive and negative. By publishing all reviews, we ensure maximum transparency and credibility while also granting shoppers freedom of expression.
For this reason, reviews cannot be deleted retrospectively in many cases. However, there are some exceptions where we can delete reviews upon request.
You can find out how to report a review in the eTrusted Control Centre here: How do I report a review?
We will delete reviews on request in the following circumstances
You can report a review if it violates our Terms of Use. We will then check whether a violation exists and whether the review can be deleted.
Untrue, incorrect or abusive reviews Reviews that are proven to contain false information or have been submitted with the intent of committing fraud violate our policies. This also applies to reviews that are not based on a purchasing experience or where the experience took place more than six months in the past. Images of a different product or images unrelated to the subject of the review are also recorded.
Unlawful or offensive language Reviews containing offensive, defamatory, discriminatory, racist, threatening or otherwise illegal statements will be removed.
Data protection and privacy breaches Personal or sensitive data (e.g. names, addresses, telephone numbers) may not be published in reviews. Images showing people will also be deleted.
Misleading information or hidden advertising Reviews that contain advertising for other providers, services or products or contain misleading information about the characteristics of the goods or service will be deleted. This also includes reviews that mislead consumers about their rights and pricing practices, and promote regulated products or downplay the harm caused by these (such as alcohol, cigarettes, medicines, etc.).
Infringement of copyright or trademarks Reviews that use protected trademarks or third-party content without permission may not be published.
Unsafe or prohibited products Reviews that make reference to prohibited or regulated products such as alcohol, tobacco, e-cigarettes, drugs, medicines, pharmacy-only products, or medical devices, will be investigated on a case-by-case basis.
Criminal reviews Reviews that constitute criminal offences (e.g. contain incitements to violence, encourage others to commit crimes, or are fraudulent) will be removed for legal reasons.
Violation of child and youth protection regulations Reviews must not contain content that is harmful to young people. Reviews created by minors or refer to products or services whose sale to minors is prohibited will also be removed.
Crimes related to sexual abuse, sexual exploitation and child pornography This type of content is a criminal offence. Reviews with corresponding content will be removed immediately and reported in accordance with legal requirements.
Other circumstances If your concern does not correspond to any of the circumstances described above, you can outline it here. We will then examine your case individually.
What happens if a review is not eligible for deletion? If a review can’t be deleted, turn the negative feedback into something positive. Respond to the review and present the circumstances from your point of view. This article contains our tips on how to do this: 4 tips on how to react to negative reviews
When is a review classed as incorrect?
It is not always immediately clear if a review contains false statements or not. We therefore need evidence that clearly demonstrates that a statement is not true. You can send us this evidence with your report.
We have put together two examples to highlight the difference between false information and an expression of opinion.
Example 1: A customer claims to have waited two weeks for delivery. However, you can use your delivery documentation to prove that they received their delivery after three days. In this case, the facts have been misrepresented and we can delete the review.
Example 2: A customer complains about a “long delivery time”, even though she also received her package after three days. In this case, she has not stated any facts, but simply expressed her subjective perception. This statement is covered by freedom of expression and cannot be deleted. Instead, respond to the review in a friendly tone.
Expressions of opinion such as “poor quality”, “expensive product” or “long delivery times” are purely subjective and cannot be deleted – even if you find them hard to understand. Star ratings also reflect your customers’ subjective opinions.