⭐ Reviews

✅ When to Request Reviews

Encourage customers to leave a review after a positive experience. You can ask via email, Tidio, or WhatsApp when:

• An issue has been resolved and the customer is happy.
• The customer has complimented the service or shown appreciation.
• The customer asks for a discount – offer 10% off in exchange for a Google review (send discount code after they leave review).

❗ Never request a review if the customer is unhappy or an issue is unresolved.

📩 How to Ask for a Review (Suggested Message)

We’re so glad we could help! If you’re happy with the service, we’d really appreciate it if you could leave us a quick review — it helps others find us and supports our business 💛

• Google Review: [Google Review link]
• Product Reviews: [Product Review link]
• Or via the automated email from Judge.me for a product-specific review.

Let us know once it’s done and we’ll send you a 10% discount code as a thank you!

📦 Platform-Specific Review Processes

🛍️ Shopify

• Reviews are automatically requested through Judge.me:
  • Domestic Orders: Email sent 5 days after fulfilment, with 1 reminder 5 days later.
  • International Orders: Email sent 7 days after fulfilment, with 1 reminder 5 days later.

🛒 eBay

➤ Part 1: Leaving Positive Feedback for Customers

• Only leave feedback for orders that were delivered more than 2 weeks ago.
• Check and complete reviews once a week.
• Go to: eBay Leave Feedback Page
• Choose “Positive”, select a template (see list below), customise if needed, and submit.

Templates (select one):

• Great transaction! Fast payment and smooth communication. Highly recommended buyer!
• A pleasure to do business with. Thank you for your prompt payment.
• Smooth and easy transaction. Excellent buyer!
• Top-notch customer! Quick and hassle-free transaction.
• A+++ buyer! Fast payment and a pleasure to do business with.
• Fantastic buyer, easy and pleasant to deal with!
• Thank you for your prompt payment and smooth transaction.

✅ Check spelling and tone before submitting — feedback cannot be changed after it’s sent.

➤ Part 2: Handling Negative or Neutral Reviews

1. Visit: Our eBay Feedback Page
2. Filter to view Negative or Neutral reviews.
3. If you see one:

   • Send the customer a message to understand the issue.

   • Try to resolve it and ask if they’re willing to update their review.

   • If they don’t reply, respond publicly:

     “We attempted to get in touch to assist with your concerns but unfortunately didn’t hear back. We’re sorry to hear that your experience didn’t meet expectations.”

❗Do not leave feedback for customers who left negative/neutral reviews unless the issue is resolved and the customer updates their feedback.

📸 Always screenshot negative or neutral reviews and post them in the CS team WhatsApp group for visibility and follow-up.

📦 Amazon

• All Amazon orders are FBA (Fulfilled by Amazon).
• Only leave feedback for Amazon orders that have been delivered for at least 2 weeks to ensure the customer has had time to use the product and provide an honest experience.
• Every week, click “Request a Review” in Seller Central for each order.

⭐ Google Reviews

• Always reply to all customer reviews on Google to show engagement and appreciation.

• Example reply:

  “Thank you so much for your kind review, [Customer Name]! We’re so happy you had a great experience with us.”