Review emails

[kellieann27]

I run a business where the order date can be some time before the event is delivered. I want to use the review section but can't see where I can 'push' the review email for customers of events.

I know I can choose 2, 3 or 4 weeks as the period following an order but this is no good to me when an order is placed for a product they won't receive for 6 weeks (as is with selling event tickets).

My question is does the system generate the review email from the order date or the date the order is marked complete in the system? If the later, the review functionality could work for me but I understand the review email is sent in the specified time from the date the order is placed.

[Seamus · Accepted solution]

Hey @kellieann27,

Thanks for reaching out and welcome to the community!

At the moment the Square Online system hasn't been build with the specific functionality for pre-orders. This is currently a popular feature request and I hope it's something that we're able to implement as soon as possible. I'd hope that if this feature is implemented in the future then review emails would take into account the fulfilment date of the order.

Your suggestion for extending the review timeframe in your scenario (or just having the ability to push out an email manually at a time of your choosing) makes complete sense, but unfortunately you won't be able to send this outside the pre-set timeframes currently.  I'll pass your feedback about this to our ecommerce team!

[Samitomato]

Hi there, I am quite disappointed  in the Square review function and feel it needs urgent improvement. I upgraded to get reviews ( I couldn’t import my five years+ of reviews from my old site) (another issue), but it’s proving very difficult to use your system for reviews. I am starting to get sales in my new Square online shop, but noone has received the email to leave a review. A customer has asked if I could send the review request manually, how can I do this? Is there a link I can send my customers to leave a review? It’s worrying to have a new shop with no reviews and feel it will hurt my business, help! 

[h3ctic]

Hi All,

Following on from this question from Kellieann. I recently upgraded my site to include Customer Reviews and set the dispatch time to 1 week. I have 2 questions:

1. Will the website pickup that there was orders from last week (when it did not include customer reviews option) and send the email to each customer?
2. Can I force the website to send the product review email to customers?
3. How can I see which customers have been sent an email for product review?

Thanks heaps

H3ctic

[kellieann27]

Hi H3ctic

1. I assume that once you turn on reviews. The system would run a daily process to query all orders in the last 7 days and then dispatch an email. Might be good to do a 'random quality check' and ring one of your customers to see if they received a review email. You could say you're doing customer service calls to ensure their satisfaction.

2. No you cannot force or push the website to send review emails to particular orders or customers. I asked the same thing and at the moment that functionality is not available (but would be SUPER good squareup (wink))

3. I have an issue with not being able to see what emails have been sent to orders or customers. I believe they need a log so you can see what was sent. This would also solve your checking need as per question number one.

Square support team might have more info. I find the reviews function on Squareup very elemententary and I think given the weight of this feature on a website they desperately need to improve it for their retailers (like us).

Hope that helps. K

[h3ctic]

Thanks for reaching back Kellieann.

Yes. The functionality for customer reviews does appear to be quite limited; especially when you have to upgrade to the next package for access to it.

I have reached out to a customer whom I expected would have received an email. Nothing as yet, hence I am nervous.

Cheers for the support

Mick

[kellieann27]

Hi Mick

Be good to see how you go. I'd love to use reviews but it's not worth it without that ability to push review emails.

Kel

[h3ctic]

Hi Kel

Got my first review today so I guess it does work; but I completely agree - we should have the ability to push emails for reviews. Fingers crossed Square is listening 🙂

Mick

[thethrivinghive]

Well done on the review firstly! I’ve had a lengthy convo with support about review so hopefully it gets onto the development board. Best of luck with business. K

[Samitomato]

I’ll nudge them too, this definitely needs improving. I had it set at a week, but my customer didn’t receive the review request email. A simple solution would be to put the link on receipts, so we could manually send the review request with a receipt. 

[Arie]

Thank you for adding your vote to this request @Samitomato. Please reach out to our support team here, or call us on 1800 760 137 (Mon-Fri, 9am-5pm Melbourne time), so we can look into why your customers haven't received the email requests for reviews. Support will be able to file a ticket with our team and dig a bit deeper.