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How Can I Cancel Review Invitations?

This article will show you how to cancel invitations before they're sent, although you won't be able to undo this later.

There is an option to cancel all queued invitations. Please note that once invitations are canceled, they cannot be activated again. However, if you change your mind and wish to send out the canceled invitations, we recommend that you use our Invite Customers feature to manually set up and send the invitations with the correct data.

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

Scenario: My customer has canceled 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 might be confused about receiving additional email communication, we have a recommended practice to address this scenario.

The simplest option is to include some text in the invitation email stating that the email is automated, and to include an apology to mitigate customer concerns. 80% of our customers do this and experience no issues or complaints, so this is a highly recommended practice.

Bear in mind, however, that since Trustpilot allows reviews based on service, customers who have canceled their order are still entitled to review your company on this basis.

If you feel that changing your invitation email text does not address your concerns, you could 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 am not sending the correct data to Trustpilot's Automatic Feedback Service:

If you are concerned about general technical issues which might require the cancellation of your pending invitations, you have the option to cancel all pending invitations. However, before doing this, we recommend that you contact our Support Team who can assist you directly, as it may be possible to correct any errors in the data 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:

In some situations orders get delayed, and there is a risk that the invitation will be sent to the customer before they receive their order. To handle these situations, you have the option of adjusting the delay time for sending an invitation to anywhere up to 90 days. In order to change the delivery time for a specific invitation, simply click on the invitation to expand it, change the Sent time and click Save.



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