Overview
Automatically collect customer feedback by sending perfectly timed review request emails.
Review Request Metrics
Key Performance Indicators
Requests to be Sent: Number of orders with pending review request emails
Review Requests Sent: Total number of review request emails dispatched
Interactive Dashboard Features
Click on metrics for detailed information
View individual order email statuses
Apply filters to find specific orders
Automatic Review Request Settings
Configuration Options
Status: Toggle on/off as needed
Email Timing: Customizable between 1-90 days
Trigger Options:
Fulfillment
Purchase
Delivered
Trigger Options Explained
Fulfillment
Sends review request after order processing
Triggered when merchant prepares order for shipping
Purchase
Sends review request after customer completes purchase
Immediate follow-up after payment
Delivered
Sends review request after product confirmed as delivered
Ensures customer has received and used the product
Example: Setting "15 days after Fulfillment" sends review requests 15 days after each order is fulfilled.
How review request emails handle multiple products in one order
When an order contains multiple products, TrustWILL sends one review request email per order, rather than separate emails for each product.
All products in the order are displayed together within the email. Each product includes its own review entry point, allowing customers to submit reviews for individual items directly from the email.
Email Template Customization
Template Types
Embedded Rating (Recommended)
Customers rate products directly in email
Compatible only with Gmail
Most seamless experience for Gmail users
Pop-out
Used for non-Gmail email providers
Directs customers to a separate review page
Ensures universal review accessibility
Template Examples
Embedded Rating Template:
Pop-out Template:
Follow-up Reminder Emails
Key Features
Customizable timing (1-90 days)
Targeted to non-responsive customers
Independent toggle status
Photo/Video Reminder
Encourage Visual Content
Rating filter options:
4 stars and up
5-star reviews only
All reviewers
Independent on/off toggle
Email Template Personalization
Customize email communications to match your brand voice and style.
Exclude Products from Review Requests
Selective Review Request Control
Prevent review requests for specific products
Exclusion Steps
Navigate to "Exclude specific products"
Click "+ Add Product"
Select products to exempt
Save selections
Parcel Panel Integration
Delivery Status Tracking
Automatically identifies delivered orders
Optimizes review request timing
Improves response rates
Best Practices
Personalize email templates
Time review requests strategically
Use follow-up reminders
Encourage visual content
Continuously monitor and adjust settings
Support
For any questions or assistance, contact our support team.