TABLE OF CONTENTS


It is everyone's responsibility to request an app review from retailers submitting support tickets. We need to ensure that requests are made on all appropriate tickets when they are closed out.


Check if the Retailer has Already Provided a Review


To check if a retailer has already provided a review click on the Company name 



On the right-hand side of the screen, you will see a box called Details. If the retailer has already left an app store review it will show the following




If the entry shows as above they have already left a review so there is no need to ask again.


If this entry is not visible then the retailer has not left a review and you should request one.


Cases Where a Review Should not be Requested


Do not request a review in the following scenarios


  • If the retailer has already provided a review
  • If they are not using Shopify, Magento, Big Commerce or WooCommerce
  • If it's an Enterprise or Account Managed retailer
  • If the retailer is not live i.e. they're still in setup mode
  • If the ticket was submitted by a third party, agency etc and not by the retailer themselves
  • If the ticket had to be escalated to DF for a fix
  • If the ticket was long and drawn out - use your judgment here. If there are a few responses back and forth that's fine, but if it's blown out to 20-30 replies then it's probably not a good idea as we risk getting a poor review.
  • Any tickets where the retailer has expressed frustration with the issue
  • If the retailer has asked us to stop requesting a review, or advised they don't want to leave one


Other than the above, all tickets should include a review request.


Request a Review


There are canned responses for Shopify, Magento, Big Commerce and WooCommerce that should be used to request a review.


They are held in the folder called App Store Reviews and named by eCom platform. When you add the canned response just search for "review" and they should show.


Tag the Ticket to Show a Review has Been Requested


If a review was requested ensure you tag the ticket before closing. The tag name is App review requested.