That's great that you are here!
This means that you want to learn about how we operate and approach collecting reviews.
We understand that comfort and a sense of security are crucial in online shopping.
That's why our highest priority is to provide you with access to verified, trustworthy reviews, ensuring that your purchases are safe and bring you joy.
Reviews in Omnibus Directive
See how we have prepared ourselves to gather reliable and valuable content. Below, we explain the entire process of collecting reviews at TrustMate.
Review colletion
We want the entire process of collecting reviews to be effective and transparent, which is why we obtain them in several different ways:
Review colletion
We want the entire process of collecting reviews to be effective and transparent, which is why we obtain them in several different ways:
An email invitation to leave a review
This is the main channel for collecting reviews on TrustMate. Thanks to the unique invitation system, we can guarantee that specific reviews are verified, i.e. they come from people who have made a purchase in the store.
After the time specified by the merchant after the purchase, the customer receives an e-mail with a request to leave an review and evaluate the purchased product, service or company.
After selecting the number of stars, customer is redirected to the feedback form, where he can write a review himself or help himself using hints.
He can also answer additional questions and add photos of the purchased product.
Combined with the inability to add reviews directly on the site, the invite system gives you full control over their origin.
QR code redirecting to leave a review
This is an extremely simple and effective way to collect customer feedback. Most often, QR codes are placed on product packaging, proofs of purchase or in other visible places in stationary stores. This is also used by service companies (e.g. hotels, restaurants).
After scanning the QR code, the customer is redirected to the review form, which looks identical to the invitation sent by e-mail.
An important difference, however, is the status of the published review.
The review from the QR code will be 'not confirmed by purchase', because in this way (using the QR code) it can be issued by anyone - not only the customer who made the purchase. We talk more about feedback statuses later on this page.
Text message asking for feedback
The third way to collect feedback is to send a request via text message with a link redirecting to the form. The rest looks identical.
Business card or widget
The last way to get reviews is to collect them directly from the widget or business card.
Collected in this way, they have the status of 'not confirmed purchase' reviews, which means that their weight will be of less importance to the average.
How customers add reviews?
The process of creating valuable content is extremely important for companies and future customers.
How customers add reviews?
The process of creating valuable content is extremely important for companies and future customers.
Create process
First, customers rate the purchased product, service or company using a standard five-point scale in the form of stars or any other symbol chosen by the seller.
Importantly - clicking on a specific number of stars in the invitation sent by e-mail opens a form with the same selected rating.
The next step is leaving a review on TrustMate. Customers can create it themselves or use the phrases proposed by the opinion hint system.
Depending on the configuration and type of review, buyers can also add photos of purchased products and answer additional questions in the next steps.
Reviews from various sources - how do they differ?
As we mentioned at the beginning, we make sure that reviews support you when shopping online and help you make more accurate and most importantly safer choices.
Therefore, first of all we pay attention to their origin. From this perspective, we distinguish three types of reviews:
Reviews from various sources - how do they differ?
As we mentioned at the beginning, we make sure that reviews support you when shopping online and help you make more accurate and most importantly safer choices.
Therefore, first of all we pay attention to their origin. From this perspective, we distinguish three types of reviews:
Verified reviews
This is an review that you can fully trust, because it is confirmed by the purchase, i.e. it comes from the person who actually purchased the product.
We mark it with the words 'verified' with an orange shield.
Reviews not confirmed by purchase
In the case of such a review, TrustMate cannot guarantee that it comes from the person who purchased the product. It can, for example, be issued using a QR code or from a company business card.
We mark it with the inscription 'not confirmed with purchase' with a gray dial, and its weight matters less to the average rating.
External reviews
These are reviews collected outside the TrustMate system, e.g. imported from Google, Facebook or other solution and displayed in the widget.
We are unable to guarantee that they come from customers who actually purchased the product, so we mark them as 'external review' with a symbol indicating their origin, and their weight is less important in the average rating.
Translated reviews
TrustMate allows customers to translate reviews into other languages. We want to provide you with the best described product, which is why we decided to share consumer experiences between markets.
In addition to the translated content, the customer always has the opportunity to see the original review.
In addition, we distinguish:
Product reviews
These are reviews about a specific product and focusing on its features, such as appearance, comfort and quality in the case of shoes, excluding, among others, the method of delivery and service.
Company reviews
Such reviews refer to the buyer's entire experience with a specific company and usually focus on the speed of order fulfillment, quality of service or the way of packaging products.
Review verification
As you already know, we care about the 'purity' of reviews by verifying their origin. For this purpose, we send buyers a personalized request to ask them about thier experience.
Review verification
As you already know, we care about the 'purity' of reviews by verifying their origin. For this purpose, we send buyers a personalized request to ask them about thier experience.
Thanks to the fact that we direct it to the same e-mail address that was used to place the order, we can be sure that the finished review will come from the person who actually bought or used the product.
Similarly, reviews posted using a QR code or directly from the business card are 'not confirmed with purchase', as we mentioned earlier.
Review moderation
However, this is not all, because during the next process of the so-called Moderation of the quality of reviews collected from TrustMate is additionally monitored by two advanced filters:
Behavioral filter
It is responsible for scanning the content of the review for the content of words commonly considered offensive, spreading hatred, untruth, containing personal data or links.
Technical filter
This is our superpower - it allows you to add one opinion from a specific device within 30 days, thanks to which it prevents artificial 'stamping' of positive or negative reviews.
Reviews that will be 'caught by filters' during moderation, i.e. those that contain prohibited content or have been added from the same device without maintaining the appropriate time interval, are not published.
Displaying reviews
At TrustMate, we publish all reviews that comply with our terms and conditions - both positive and negative.
They can be displayed in dedicated, editable widgets or in a native solution on the store's website.
Displaying reviews
At TrustMate, we publish all reviews that comply with our terms and conditions - both positive and negative.
They can be displayed in dedicated, editable widgets or in a native solution on the store's website.
Content withdrawal
This is another issue where transparency plays the first fiddle.
Let's start with product reviews. The store may withdraw them after publication only if they meet at least one of the following conditions:
Content withdrawal
This is another issue where transparency plays the first fiddle.
Let's start with product reviews. The store may withdraw them after publication only if they meet at least one of the following conditions:
The product is suitable for the complaint process
If the described product defect is subject to a complaint, we give sellers the opportunity to withdraw their reviews. In addition, we encourage dialogue with the customer, during which the store may propose a replacement or repair of the product.
The review does not apply to the product
If the review does not concern the product, and instead refers to the method of delivery, the quality of courier service or the time of order fulfillment, it may also be withdrawn by the seller.
Direct withdrawal is not possible for corporate reviews. After their publication, however, we give sellers access to the mediation system.
Mediation system
Thanks to this tool, in the event of a negative rating (from 1 to 3 stars), sellers have the opportunity to conduct an invisible public dialogue with the customer and explain the reasons for his dissatisfaction.
Very often, in over 60% of cases, initially dissatisfied customers decide to change the already published reviews during the mediation process.
In addition, as a user, you also have the option to edit or completely delete your opinion whenever you want.
