We can’t match this Trustpilot reviewer to any customer - and the review still stays up

I handle review management for a business and we’ve run into this more than once.

A negative review comes in, we check orders, CRM, support history, email records --nothing. We request more info from the reviewer and still get nothing we can actually verify.

Then we flag it as “not based on a genuine experience” and Trustpilot leaves it up anyway.

I understand they can’t remove every review just because a business says “we don’t know this person”, but what are we actuallly to provide when there is genuinely no matching customer record?

Has anyone managed to appeal this successfully? What evidence finally made a difference?