Support

How to manage customer reviews

Managing your reviews and demonstrating good customer service made simple with Trusted Shops

Email notifications for new reviews

Want to be up-to date on incoming customer reviews? Excellent, we will send you an email whenever you receive new customer reviews.

How does it work?

  1. Login to My Trusted Shops.
  2. Click on ‘User administration’ on the top right-hand corner.
  3. In the tab ‘User data’ select the check box ‘Notification email / New review’.
Manage customer reviews with email notification

Replying to reviews on your public review profile

In the unlikely event you get a negative review from a customer, you are able to publicly comment on the review, demonstrating your excellent customer service to future customers.

How does it work?

  1. Login to My Trusted Shops and click on the tab “Ratings/Buyer Ratings”
  2. Choose the review you want to give a comment on, click on ‘edit’.
  3. Click on ‘Add comment’ to create a public commentand click save.
Reply to customer reviews

Your comment is displayed immediately in the public review profile.

Comment is displayed in review profile

Decide when to send out review request emails

Ideally, review requests should be sent out to your customers by e-mail one or two days after the goods have been delivered. For review requests that you send via the Trustbadge®, you can easily set the time you choose by going to the section “Reviews – Review settings – Rate later” in your My Trusted Shops area.  Base your choice on your average delivery time.   

In the settings menu, you can also link the customer review profiles of all your shops with each other or configure the width of the review widget.

Protecting your reputation: Report reviews

Negative reviews also have their value as long as you respond to them properly. However, not every comment made is true or, in some cases, allowed.

If a customer makes a false or insulting statement in his or her comment, or if a customer reviews an online shop that he or she has not ordered from, you can report the review to Trusted Shops.

How does it work?

  1. Login to My Trusted Shops and click on the tab “Ratings/Buyer Ratings”
  2. Select the review that you wish to report and click on “Edit”.
  3. You now have the option to write a public comment. Then click on  “Report review”.

In the window that opens, you can select the reason for reporting and view further important information on the verification procedure. 

Please note that, depending on the reason, we require supporting documents to process your report. 

Manage reviews with infringement process

Gain even more security with the order number editor

Let us know what format you use for your shop order numbers and we'll check if a guarantee or customer review is actually from one of your customers. 

With the help of our easy-to-use assistant, you can define the format of the order numbers issued. The characters entered by your customer are then checked, but please note that no order or review will be rejected on these grounds. You don't need to make any shop changes to use the function. 

How does it work?

  1. Login to My Trusted Shops and click on the tab “Security”.
  2. Select your online shop.
  3. Go with the suggestion or decide upon a pattern for your order numbers. The editor will now check whether the pattern you entered matches the incoming order numbers.
  4. In point 4 you will find statistics about the order number checks.