Trustpilot ecommerce integration troubleshooting: Invitation issues

Having trouble sending invitations with your Trustpilot ecommerce integration? Here’s some tips and tricks that can help solve some common invitation issues.

The information included in this guide applies to our integrations with Shopify, WooCommerce, WordPress, Magento, PrestaShop, Shopware, BigCommerce and OpenCart.

Update to the latest version of the integration

It’s always a good idea to make sure that you’re using the most current version of the integration. You can check that you’re up-to-date by clicking on the Updates tab in the Trustpilot integration.

Enable 3rd party cookies

Some issues with sending invitations can arise when 3rd party cookies are disabled. Make sure that you have them enabled and try again. Check out this guide on how to enable cookies based on what browser you’re using.

You can also try an incognito window, to ensure that no third party apps or extensions are blocking the 3rd party cookies.

If all that doesn’t work, clear your cache and cookies. Here’s how to do it for Chrome and Safari.

Invitations aren’t sending or are sending at the wrong time

  • Make sure you’re not using 3rd party software to change your orders statuses or using custom statuses, which often don’t communicate properly with Trustpilot because they bypass the ecommerce platform’s regular set up. Instead, use the “Order confirmed” status and increase the delay time.
  • Check if you recently triggered past orders to be sent. If you find that your invites are going out earlier than you anticipated, they may be past orders, which are sent out immediately without delay.

Product review invitations aren’t working

  • Ensure that the product review invitation delay time is configured correctly. You’ll need to do this from the invitation settings in Trustpilot Business.

 

Looking for more troubleshooting guides for our ecommerce integrations? Check out these guides on common log in issues and TrustBox issues.