How Can We Help?

Search for answers or browse our knowledge base.

Print

Feedback update

There may be cases where you would like to ask your customers for a feedback update. The two most common situations where such update is welcome are: After a successful follow up process and when you learn that a negative rating was left unintentionally, as a result of a misclick.

Support trigger and Support case

 

If Support trigger is activated in your account or if you created a Support case manally, the update request is very simple.

  1. After a successful follow up process or when your customer confirms that their rating was a misclick, ask your customer if they would like to update their feedback.
  2. If they agree, go to the first email (Support case notification email) and click the Resend review invitation button.
  3. The button will open customer’s profile in your Lipscore account and select the right invitation for you.
  4. Click the blue Resend button at the right-hand side.
  5. Your customer will get an invitation email again where they will have a chance to update their previous rating and/or review.
  6. If your customer changes their feedback, you will get an email notification about a new review. It will be awaiting your approval in the Need attention section and once you Publish it, it will overwrite the old one.
Email notification - support trigger

If instead of updating their feedback your customer wants it removed, you can:

  1. Unpublish / moderate, and then Delete, if your customer left a rating with a review.
  2. If the customer left only a rating, there is no easy way to unpublish it – forward the email exchange to support@lipscore.com and ask for the rating to be removed, as requested by your customer.

Private message to the author of inappropriate review

It may happen that your shopper will express their disappointment in an offensive or vulgar way. It is perfectly justifiable to unpublish such review from your website and ask your customer to edit it so that it goes in line with your content policy.

Use Unpublish / moderate button and write a Private message to the author.

Unpublish moderate in Support trigger tab

A click on the Unpublish / moderate button will temporarily unpublish the review from your website and move it to the Need attention section. There, you can write a Private message to the author.

Private message to the author

Once you do, the review’s author will get an email notification with your explanation and a button. A click on the button will open a reviews popup, where they will have a change to reformulate their review so that it is no longer offensive or vulgar.

Note: The goal of writing a Private message to the author is not to change your customer’s mind but to have them reformulate their review so that it complies with your content policy – while it may remain negative. If you would rather follow up and fix their negative experience, Create support case instead.

Table of Contents