thread Re: Square Feedback: Can you edit the feedback provided through Square? in Archived Discussions (Read Only)

Square Feedback: Can you edit the feedback provided through Square?

Muktinath — Thu, 12 Oct 2017 18:48:11 GMT

The title of this thread was updated from its original title: “Customer accidently posted negative feedback. is this correctable?”.

I had a client say she accidently posting a negative feedback. She would like to correct it. I do believe was accident as she posted rave review on facebook. So 2 questions...

How does negative feedback impact my buisness? Is this seen publicly somehow?

Can she or I correct this feedback?

Re: Square Feedback: Can you edit the feedback provided through Square?

Russell — Thu, 12 Oct 2017 18:49:12 GMT

Hello @Muktinath -

I totally understand your concern and I’m happy to let you know that the feedback your customers provide isn’t made visible to the public at all. We include Square Feedback on your customer's receipts to provide the chance to exchange feedback about recent experiences that can help you gain insight into the success of your business.

You can continue to encourage your customers to post on your business's Facebook and Yelp pages. You can also check out our new features in Square Marketing that encourage your customers to review your business on a public platform!

I hope this answers your question, please let me know if I can answer any others.

Re: Square Feedback: Can you edit the feedback provided through Square?

Muktinath — Thu, 12 Oct 2017 18:49:27 GMT

Thank You!!!

Re: Square Feedback: Can you edit the feedback provided through Square?

arroyopottery — Thu, 12 Oct 2017 18:50:46 GMT

This reply was created from merging an existing thread: “Customer's daughter accidently posted negative feedback. is this correctable?”. The original author has been notified via email.

My customer says her daughter accidentally got her receipt from Square and because she didn't know what it was, she clicked on the dissatisfied icon to stop getting emails from a stranger. My customer is upset and she wants to know if Square can change it to a positive, plus she wants to switch the link for her credit card to her own email address so SHE gets the receipts.

Re: Square Feedback: Can you edit the feedback provided through Square?

Russell — Thu, 12 Oct 2017 18:58:45 GMT

Hey @arroyopottery!

Sorry to hear about this! We aren't able to change your customer's response, but no one else will be able to see it. The feedback your customers provide isn’t made visible to the public at all. This feature is available for you to know more about what your customers think of your business. Since you know this was an accident, you can disregard the feedback.

Your customer can correct the email address linked to their payment card by clicking "Not Your Receipt?" at the bottom of the Square receipt. This will allow your customer to enter a new email address the next time they visit a seller that uses Square.

Re: Square Feedback: Can you edit the feedback provided through Square?

arroyopottery — Thu, 12 Oct 2017 18:59:02 GMT

Thanks, I'll let my customer know to do that!

Re: Square Feedback: Can you edit the feedback provided through Square?

Dawn1 — Thu, 12 Oct 2017 18:59:25 GMT

This is not an acceptable answer. Customers should be allowed to go in and change their feedback when they accidently click the wrong button.

Re: Square Feedback: Can you edit the feedback provided through Square?

Helen — Thu, 20 Dec 2018 17:40:05 GMT

I'm very sorry for the trouble this caused @Dawn1.

Rest assured that feedback from your customers is not visible to the public but I can see how it would be useful for customers to be able to correct their mistakes!

If the ability for customers to edit their feedback becomes available we'll let you know in this thread.

Re: Square Feedback: Can you edit the feedback provided through Square?

LuminessAiress — Fri, 29 Jun 2018 14:33:06 GMT

Has anything been resolved in the way of customers being able to correct a bad review?

Re: Square Feedback: Can you edit the feedback provided through Square?

Helen — Thu, 20 Dec 2018 17:40:52 GMT

Not yet @LuminessAiress. Can you let us know a bit more about the instances where customers want to correct their reply? In the meantime you can assure customers that their feedback isn't publicly available.

Re: Square Feedback: Can you edit the feedback provided through Square?

LuminessAiress — Mon, 02 Jul 2018 22:14:37 GMT

When they've made an unwarranted negative review.

Re: Square Feedback: Can you edit the feedback provided through Square?

Helen — Mon, 02 Jul 2018 23:55:49 GMT

Thank you! I can understand how it would be useful to be able to allow customers to update unwarranted negative reviews. We'll let everyone in this thread know if this feature becomes available in future.

Re: Square Feedback: Can you edit the feedback provided through Square?

Corner13 — Tue, 11 Dec 2018 16:10:31 GMT

I have a customer who hit the negative feedback face because she took something home and the color wasn't what she thought it was. Why she hit that I don't know, but maybe paniced that I wouldn't take it back but I always do and will in this instance. It had nothing to do with my service or product just that she changed her mind. She was thrilled that I took it back and will continue to be a customer but now can't change the feedback. That's an example of how this happens and why the customer should be able to change it.

Re: Square Feedback: Can you edit the feedback provided through Square?

TheSavvyDog — Tue, 18 Dec 2018 22:55:28 GMT

Another example of "unwarranted negative review" is someone who waits 3 or more MONTHS to even respond to their receipt....and gives a negative review that makes absolutely NO sense, at all.....until you figure out, by looking at the actual receipt, that it was a person who was in ONCE, and now works for a competitor. Why isn't there a limit on how long some feedback can be left?

Re: Square Feedback: Can you edit the feedback provided through Square?

Helen — Thu, 20 Dec 2018 17:46:36 GMT

Thanks for your post @TheSavvyDog. Does this happen often? Do you think 3 months should be the maximum amount of time or even less time than that? I'll share this with the Feedback team.

Rest assured feedback shared through digital receipts is not visibile to anyone but you.

This reply was created from merging an existing thread: M...

IntegrityA — Mon, 08 Apr 2019 16:47:54 GMT

This reply was created from merging an existing thread: Misplaced Feedback

I have a customer that mistakenly gave us negative feedback. She was in fact happy with her service. How do i go about fixing it to reflect her actual feelings? Thanks

Re: Misplaced Feedback

VanKalkerFarms — Mon, 08 Apr 2019 16:00:51 GMT

feedback isn't changeable by you or the customer. the system is kind of messed up because you can accidentally click on the sad face to start the feedback step and that is it you are already leaving negative feedback.

The good news is it doesn't matter at all as the feedback is only between you and the customer and no other customer can see it. It isn't like a seller rating on eBay. so no need to fret over it.

Square Feedback: Can you edit the feedback provided through Square?

plumpub — Mon, 10 Jun 2019 14:52:24 GMT

This reply was created from merging an existing thread: How to remove negative feedback?

My customer accidentally left negative feedback and would like to remove it. How is this done?

Re: How to remove negative feedback?

VanKalkerFarms — Mon, 10 Jun 2019 12:38:54 GMT

while it sounds simple that isn't something that can be done. It doesn't matter in the end as the feedback is only private to you and no one else can see it.

Re: Square Feedback: Can you edit the feedback provided through Square?

Sissa — Mon, 17 Jun 2019 05:44:38 GMT

I totally agree, it just happened to me as well and my customer it’s trying to change her feedback.