🔧 Verify the collection of reviews

You have the possibility to independently check the proper functioning of your reviews collection at any time from your Rating & Reviews account.

Requirements

Use one of our automation methods:

  • Module (Prestashop, WooCommerce, Magento...)
  • FTP
  • API

Step 1: Verify the successful retrieval of your orders

> Click on the version corresponding to your menu:

✨ New Version 🖥️ Historical Version

 

✨ New version

  1. Go to the Collect Reviews/Review Request Sending menu.
  2. Check if the latest orders you have sent have been correctly retrieved on your Rating & Reviews account. To do this, look at the Experience Reference and Experience Date columns: the information should match that of the last order that should be retrieved on your Rating & Reviews account.

If the orders do not appear after being integrated, please wait for 24 hours. If they still do not appear in the Back Office after this period, kindly contact our Customer Care team.

The "Current Status" column allows you to track the progress of your request and provides the date of the step it is currently in.

For more information regarding your reporting, click here.

 

🖥️  Historical version

  1. Go to the menu Collect Reviews/Reporting Reviews Request
  2. Check if the latest orders you sent have been successfully retrieved on your Rating & Reviews account. To do this, look at the receipt column: the date should match the date when the last order was sent to your Rating & Reviews account.

If the orders do not appear after being integrated, please wait for 24 hours. If they still do not appear in the Back Office after this period, kindly contact our Customer Care team.

The "Scheduling" column indicates the time when the review request enters the server's queue. There might be slight differences between the value in the "Scheduling" column and the final submission date/time, depending on the server's workload. If requests take longer than 24 hours, please don't hesitate to contact our Customer Care service.

For more information regarding your reporting, click here.

 

Step 2 : Check the automation of your collect

If the retrieval date of the latest order does not match the date of the last order that should have been retrieved, you should verify the proper functioning of your automation.

👉 Click on the automation method you use: 

Module Automation

> Click on the version corresponding to your menu:

✨ New Version 🖥️ Historical Version

 

✨ New version

1. Please ensure that you have properly enabled automation from the menu Collect Reviews/Configuration/Collecte with [module name]

If you want to collect product reviews, make sure to activate product review collect as well.

2. Check the order retrieval status. Also, make sure that the chosen status exists in your e-commerce system.

3. Go to the menu Account Management/My connector and check the module connection

Sometimes, connection issues may be related to errors in your credentials (Website ID and Secret Key). In such cases, please follow this procedure:  I'm having trouble connecting to my module - Login error

An outdated version of the module can also cause issues with order retrieval. Therefore, we recommend updating the module from the Collect Reviews/E-commerce Module/Download menu.

If you are experiencing connection issues despite having a proper configuration, please do not hesitate to contact our Customer Care team. 

🖥️  Historical version

1. Please ensure that you have properly enabled automation from the menu Collect reviews/Configure My Module or Collect Reviews/Configuration.

If you want to collect product reviews, make sure to activate product review collect as well.

2. Check the order retrieval status. Also, make sure that the chosen status exists in your e-commerce system.

3. Check the module connection

Sometimes, connection issues may be related to errors in your credentials (Website ID and Secret Key). In such cases, please follow this procedure:  I'm having trouble connecting to my module - Login error

An outdated version of the module can also cause issues with order retrieval. Therefore, we recommend updating the module from the Collect Reviews/E-commerce Module/Download menu.

If you are experiencing connection issues despite having a proper configuration, please do not hesitate to contact our Customer Care team.

FTP Automation

Please verify that the file has been consumed correctly. We remind you that in case of an error, your file will be placed in the "Error" folder along with another file indicating the error. 

Feel free to edit it and place it back into the corresponding folder. Our system will consume the file at its regular time.

If you have access to the historical platform: You can use FileZilla software to check. Just enter the credentials that your Project Manager or Customer Care provided you with when setting up the SFTP.

If you have access to the new platform: Here is an article that explains how to retrieve your credentials : 🔔 New: Automation method SFTP for collecting reviews

API Automation

Check the message from the API call response. Once you have submitted your API call, we send you a message. If there are missing data, we will not integrate your orders. 

1 Your action was successful
2 The signature calculation does not give the same result
3 The customer account (idWebsite) has not been identified
4 Parameters are incorrect

If you have access to the new platform: Here is an article to help you with the set up of API Automation : Automation Method: send my orders through API

CSV Automation (manual import)

Verify that the file is in the correct format and that the column headings are adhered to.

If you have access to the new platform: Here is an article to help you with the configuration of your CSV data collection 🔔 Automation method for collecting reviews by importing a CSV file

If you have access to the historical platform: Here is an article to help you with the configuration of your CSV data collection How to integrate an Orders CSV file from the Back Office to collect your customers reviews?

 

Step 3: Check the time frame for sending review requests

 If we have successfully retrieved your orders, you can check the review request sending time frame to know when the requests are/will be sent to your customers.

Depending on the type of automation and the platform you have access to, the timing is configured differently.

To check the time frame for sending brand review requests, read this article: How to configure the review request timing for brand reviews ?

To check the time frame for sending product review requests, read this article: How can I delay the sending of product review requests?

 

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