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Guidelines for Cancelling Review Invitations

There is an option to cancel all queued invitations. Please note that once invitations are canceled, they cannot be activated again. However, if you 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 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.

If this approach does not address your concerns, we suggest you change your dispatch model to use your shipment confirmation as the trigger for sending an invitation.

For completed purchases, you could BCC Trustpilot on your shipment confirmation email instead of the order confirmation.

Scenario: Something went wrong and I am not getting the right data transferred to Trustpilot’s Automatic Feedback Service:

If you are concerned about general technical issues which might require the cancelation of your pending invitations, you have the option to cancel all pending invitations (it is not possible to cancel individual invitations). However, 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.

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 - you can set a delay of 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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