When the consumer receives the review request email, they have the option to click the I haven’t received my order button directly from that same email.
This action allows you to be immediately informed of the situation via a dedicated notification.
What happens next?
When a consumer clicks on I haven’t received my order, this automatically triggers the sending of a new review request, scheduled 15 days after the initial request.
This additional time allows them to leave a review once the order is received and/or tested, and prevents comments such as “ I haven’t received my order, so I can’t leave a review”, which could affect your average rating or online reputation.
These reviews can also be flagged with the following reason:
“The reviewer states in their review that they are not yet able to evaluate the company or have not used its services” Learn more.
Finally, we recommend contacting the customer to get more information about their delivery. It could simply be a mistaken click!
Am I receiving a lot of notifications about this?
If this type of situation occurs frequently, it may be useful to adjust the timing of your product review requests to limit unnecessary notifications.
Some consumers use mailboxes protected by security bots.
It appears that these bots can automatically analyze email content even before the recipient opens them and click on certain links to verify safety.
This can result in erroneous I haven’t received my order notifications, without any actual action taken by the consumer.
This phenomenon is random and does not affect all mailboxes, but it can impact certain professional environments: our Product team is aware and is working on an improvement to limit this behavior.