When collecting reviews from your customers, whether for brand or product reviews, it's essential to comply with the legal standards in place, including the Omnibus Directive and the ISO 20488 standard to which we are subject.
In this article, we explain the rules to follow when offering an incentive, distinguishing between the two cases: brand reviews and product reviews; and the solutions for setting up a reward system in full compliance.
By default, our system does not allow offering an incentive in the brand review request email, as the ISO 20488 standard and the decree on online reviews require displaying a mention near the relevant reviews indicating that an incentive was offered for the review.
However, you can offer a reward after the review is submitted, for example, on the thank you page. In this case, it is not necessary to display the mentioned notices. To set up this reward system, please contact your account manager.
It is possible to offer an incentive, either before or after the review is submitted. For example, in the review request email (before the review is submitted) or on the thank you page (after the review is submitted). However, several requirements under the 2019/2161 Directive, known as the Omnibus Directive, must be respected.
First of all, the incentive obviously cannot depend on the content of the submitted review. Therefore, you must offer the incentive regardless of whether the review is positive or negative.
Regarding the display of reviews, when an incentive has been offered, it is mandatory to display a mention near the relevant reviews indicating that an incentive was offered.
To set up an incentive and the necessary displays, please contact your account manager.