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Review Portal - Appreciation
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Managing the Inbox
Managing the Inbox

How manage product and company reviews and publish your response.

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Geschreven door Feedback Company
Meer dan een week geleden bijgewerkt

Congratulations! You have sent your first invitations and your Inbox is probably being flooded with positive reviews. In your Inbox you can find both product and merchant (company) reviews.

Product reviews

In your product review Inbox you will find all your collected product reviews. In the top search bar you can find reviews by searching by name, email address or filter code. You can also filter reviews by score (from 1 star to 5 stars) and on a specific date(s).

Click on a review to see more details. The full text, the email address and name of the reviewer are displayed. Within the product review Inbox you can choose from a few actions. Click on a review to see more details. On the right hand side you will see 3 actions.

Reply: Using the reply function, you can publish a response on the review.

Mark as unread: This allows you to see the difference between reviews you have read already and reviews you still have to read. Do you want to look at a specific review later on? Simply mark it as unread and read it later.

Report: Using the report function allows you to analyse the review.

Company reviews

In your company review Inbox you will find all your collected merchant reviews. In the top search bar you can find reviewers by searching by name, review ID or email address. Click on a review in your merchant review list to get more details. Here you will find the answers to all questions you have asked. There are a few important review details you have to take into account.

Review Details

  • Scores: Your scores are calculated from 1 to 5 stars. The reviewer also has the opportunity to give half stars.

  • On-hold: Reviews are put on hold when:
    1. A partial score or final score is lower than 3.5 stars.
    2. The response to the question 'Would you recommend (name of company)?', is 'No'.

  • Date: The day on which the review is written.

  • Publication date: The day on which the review was published. This can differ from the 'date' when the review has received an on-hold status first.

  • ID: This is an unique review number. Do you have any questions about a review? Always refer to this number when contacting the helpdesk.

  • Email address: The email address from the reviewer should always be handled with great care. This email address is only visible for you and Feedback Company. Do not distribute this email address any other way.

  • Email address invite: When this field is blank, it means that the reviewer has not received a review invitation. When this field is filled, it means that this reviewer has indeed received an invite.

  • Order/Reference: If you are using an automatic connection or filtercode this field is filled. It can be the order number from your CRM system or a description of a certain product that is previously filled. If you do not use these two features, the field will be empty.

Revise review

Did you receive a critical review? No worries at all! Try and get in contact with the client using the email address. If you have solved the problem, almost 8 out of 10 reviewers are willing to adjust their review. You can simply send them a new invite, with the link in this invite they are able to adjust their previously written review.

  1. Press the ''Revise review'' button

  2. A new invite opens, you can adjust your text

  3. Watch out! Never delete the link: ''Click here to participate'' this text creates a link to the previous review.

  4. After you have personalised your invite, press ''Send''.

  5. You will see a confirmation. Your re-invite is sent.

Publish a response

Did you receive a critical review, but does the reviewer not want to adjust it? Show your other page visitors that you are taking complaints or remarks seriously by writing a response. We advise you to always reply to critical reviews, and from time to time to a positive one.

  1. Press the ''Publish a response'' button.

  2. Write your response into the text box that opens.

  3. Make sure to never include personal details such as names, address details, email addresses or any other details that may harm the privacy of the reviewer.

  4. Press ''Publish'' to publish the response to the review. The reviewer will automatically receive a notification about this. It is not possible for the reviewer to reply to your published response via the company page.

! When you publish a response the review and your comment will be published immediately, also when this review has the 'on-hold' status.

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