You can activate an option to avoid over-soliciting your customers: this is called Capping.
This way, your regular customers will not be surveyed every time they place an order on your site.
Capping helps manage marketing pressure by:
Avoiding over-solicitation (particularly for regular customers);
Adapting the frequency of review request emails based on the season or time of year (for example, during sales or the holiday season).
How does capping work?
Based on the order reference or the consumer's email address, it is possible to block the sending of review requests for a certain period of time.
Therefore, if several orders associated with the same reference or email address are retrieved during a certain period, the review request email will not be sent to the consumer.
Usage example
Some customers purchase your services/products several times a month, and you do not want to contact them for every transaction. Managing marketing pressure allows you to adjust the time between each review request. For example, you can set a period so that customers who have already left a review will not receive another email until 30 days later.
Setting up Capping
The procedure for activating and configuring review request follow-ups depends on your account version (legacy version or new version).
If your homepage displays the following alert, refer to the section dedicated to the legacy version:
1. From the left-hand sidebar, click Settings, then click Order retrieval.
2. Go to the Marketing pressure category.
3. Choose the delay and status of your choice.
4. Click Save in the top-right corner of your screen.
If you have access to the legacy platform, this option must be activated by our teams. If you are interested in this option, please contact our Customer Care team and specify the type of capping you are interested in:
By order reference: helps prevent over-soliciting a customer for the same order
By status: helps prevent over-soliciting a customer by choosing a delay between each review request (from 1 month to 12 months) and the status to be taken into account (email read, form opened, review submitted…)
By number of orders: helps prevent exceeding a certain number of orders
How can you find capped requests?
From the left-hand sidebar, click Collection, then click Review request follow up.
You will find all capped review requests there.
The request's Status will indicate that it was not sent.
From the left-hand sidebar, then Collection, then Review request reporting, you will find the capped review requests.
These are represented by the red pause icon II in the Sending column.