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How can I cancel a review invitation?

This article shows you how to cancel invitations before they're sent, although you won't be able to undo this action after you've sent them.

You have the ability to cancel all queued invitations. Once you have cancelled an invitation, it can't be activated again. However, if you change your mind and want to send out the canceled invitations, you can use our Invite Customers feature to manually set up and send the invitations with the correct data.

We have a number of solutions for you below based on some common cancellation scenarios, and our Support Team is ready to help you if you require more assistance.

Scenario: My customer has cancelled the order and I don’t want to ask for a review

If you are concerned about customers who have, for example, canceled their order and may be confused about receiving additional email communication, you can include some text in the invitation email stating that the email is automated, and to include an apology to mitigate customer concerns. This is the best practice for this scenario.

Please keep in mind that Trustpilot allows reviews based on service, so customers who have cancelled their order are still entitled to review your company.

If you feel that changing your invitation email text does not address your concerns, you can also consider changing your dispatch model to use your shipment confirmation as the trigger for sending an invitation. This way, the invitation is not created until the order has been dispatched.

Scenario: Something went wrong and I'm not sending the correct data to Trustpilot's Automatic Feedback Service

If you are concerned about any general technical issues on your system that can affect your invitation process, you can cancel all pending invitations. However, before you do this, we recommend that you contact our Support Team who can assist you directly, as it may be possible to correct any data errors before the invitations are sent.

Please note that it is not possible to cancel individual invitations.

Scenario: I want to postpone the invitations due to unexpected delays

Sometimes orders get delayed, and there is a risk that your invitation will be sent to the customer before they receive their order. If this happens, you can adjust the delay time for sending an invitation to up to 90 days. To change the delivery time for a specific invitation, simply click on the invitation to expand it, then change the Sent time and click Save.

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