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Automated Review Invitations

Overview

This feature allows sellers to automatically request buyer feedback through configured rules. Please keep in mind that all communications must emphasize the value of buyer opinions and strictly avoid implying or requesting positive reviews. Ensure your invitation methods and content fully comply with platform-specific regulations to avoid penalties.

⚠️ Critical Compliance Reminder (Must Read!)

  • 🚫 No Incentivized Reviews:
    Never offer discounts, cashback, gift cards, free products, future benefits, or preferential treatment in exchange for positive reviews, review modifications(eg. negative to postive), or deletions. This violates all platform policies.

  • 🚫 No Negative Review Harassment:
    Never pressure buyers who leave negative reviews to change or remove them. You may politely respond to address their issues.

  • ✅ Neutral Invitations Only:
    Send impartial, pressure-free messages without rewards/punishments.

Example: "Your experience helps other shoppers! Feel free to share your honest feedback."

⚠️ Disclaimer

Platform review policies vary significantly. Verify your platform allows review invitations before using this feature. SellingPilot provides tool support only and assumes no liability for:

  • Violations due to seller negligence in policy checks
  • Rule updates not synced with platform changes
  • Losses from non-compliant custom content/triggers

By using this feature, you accept full legal responsibility for compliance risks.

User Guide

Creating Rules

Path: Customer Service > Customer Service Management > Rules Management → Click + Create Rule in the top-right corner.

Below is an example of setting up a rule to automatically send product review invitations for Newegg orders.

Step 1: Add Basic Information

  • Rule Name: Customize a name for easy tracking, e.g., "Newegg-Gaming Laptop Review Requests".
  • Scenario: Select when the rule triggers, e.g., "When a new order is received".

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Step 2: Set Trigger Conditions

Logic: Choose Match ALL (all conditions required) or Match ANY (one condition suffices).
This example uses Match ALL.

Condition Field Logic Value Notes
Channel Site contains Newegg.com Incorrect sites may cause errors
Product Category contains Computer Hardware > Gaming Laptops Triggers only for gaming laptops
Order Tracking Status contains Delivered Ideal status for review requests
Return Type does not contain Refund Filters out refunded orders

This is how it looks like after all conditions are set up.

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Note: Order Tracking Status only applies to Newegg. For other channels, use Order Status (e.g., "Shipped").

Step 3: Select Action

  • Action: Under Actions, choose Send email with template.

  • Template: Select a pre-made template (e.g., "We invite you to review our products").

    📌 How to create a template in 1 minute?

  • Sender Email: Select a verified support email matching your channel file. This way, the sent log will be synced to your marketplace seller portal.

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Step 4: Set Timing

Send Time: Choose Send immediately or Send in X days (up to 90 days).

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Step 5: Preview & Save

  • Preview: Verify conditions, actions and timing.
  • Save: Click Save to activate. The system will automatically send invitations 7 days after delivery for matching Newegg orders. You will also be given the option whether to enable the rule upon saving.

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Editing & Deleting Rules

  • Edit: Click Edit in the Actions column to update the rule and then save.
  • Delete: Click Delete to remove rules and cancel pending emails.

Tracking Invitations

Click # Runs in the "Run Count" column to view sent emails, scheduled emails(awaiting scheduled send time) and failed email log

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Note: The above automated review invitation process applies only to new orders. To manually solicit reviews for historical orders (Amazon platform only) see detailed steps here.

FAQs

Q1: What qualifies as a "neutral" invitation? What phrases are banned?
A1: Avoid incentive language like "Get $5 for a 5-star review!". Use safe phrases like:

  • "Share your experience"
  • "Help other buyers by leaving a review"

Q2: Will emails send if order status changes (e.g., delivered → refunded)?
A2: No. The system will validate the order status in real-time during the sending process. If the status does not meet the requirements, the message will not be sent.​

Q3: Can one rule cover multiple channels?
A3: It depends. It is recommended to create rules separately per channel site for easier management.​​ You may reference below:

  • ​If the rule does not involve channel-specific attributes (e.g., product categories/SKUs), you may select multiple channels under the same rule, enabling cross-channel sharing.​​

  • ​If the rule involves channel-exclusive identifiers (e.g., channel-specific categories or SKUs), sharing is not permitted.​

Q4: When does the delayed sending period start?
A4: The period begins ​​from when the order triggers the condition​​ (e.g., 'delivered') and continues until the predetermined sending time is reached, at which point the formal sending is executed.

Q5: Can I track if buyers leave reviews?
A5: The system ​​only records email invitation activities​​ and ​​cannot track whether buyers leave reviews​​, as tracking review behaviors is prohibited by the platform.