When requesting a review from a merchant please follow these guidelines.
- Determine if the person you have been working with is an Agent or the store owner and a Shopify Merchant. There are different rules for asking for a review from an Agent.
- If it is a Merchant, check to see if they have already left us a review using the Review tracker. https://intuitiveshipping.sharepoint.com/sites/News
- Load the appropriate review tracker based on the app the merchant has been working with. (Intuitive Shipping, Smart Boxing or Automate Shipping Profiles)
- Perform a CTRL + F search in the Excel file for the Shopify Domain. If the domain is not listed in the search, then it is safe to say that the Merchant has not previously left us a review.
- Check the status of the app on their store. To do this, go to the Billing Page within the app and make sure that a billing plan has been selected. You can see this by looking at the three main plan options. The active and selected plan will indicate that it is active. If non of the plans are active, it is possible that the store is older and is using a “Custom” plan.
- You will know if they are active or not by looking at the Activity page of on the Dashboard of the app. If there are rates appearing within the last 24 hours, it is safe to say that the app is active.
- If the Merchant has not left a review, and the app is active, and the user is a Merchant and not an Agent, use the canned message within Freshdesk to request a review.
- If the Merchant leaves a 5 or 4 star review, thank them for the review and close the case. However, if the merchant leaves a 3 star review or less, tell either CSR Manager or CS and they will take the necessary steps to follow up with the Merchant.
If the person you are requesting the review from is an Agent, you can request that they leave a Google Review. You can direct them to do a Google search for Intuitive Shipping and look for the option to leave a review on the Google page link.