On this page
Sometimes you can't find the reviewer in your orders. You can then ask the customer for proof of purchase. It's a polite request, not an accusation.
How to do it
- Open Reviews in the dashboard.
- Open the menu with the three dots next to the review.
- Choose Ask for proof of purchase.
The request is sent straight away. It says We've asked the customer for proof of purchase. The review gets the Awaiting proof label, and the menu shows Pending next to the item.
What the customer gets
An email from TrustSays saying that your company can't find the purchase and is asking for proof, e.g. an order confirmation or a receipt. The customer is asked to keep it, because TrustSays may ask for it if the review is reported. The customer also gets a notification under My profile.
What you don't get
- The customer doesn't send the proof to you, and you don't get the customer's email address.
- The review isn't hidden, and the label doesn't change anything for the customer.
If you think it isn't a genuine customer
- First ask for proof as above.
- If you still think the person has never been a customer, report the review with the reason Not a genuine customer.
- Write under Details what you've checked, e.g. which time period and which name you've searched for.
A customer doesn't need to have bought anything to review you. An experience with the company within the past 12 months is enough. So only ask for proof when you have a specific reason.
Once every 14 days
You can ask for proof for the same review once within 14 days. If you try again before then, it says the customer has already been asked.
If it doesn't work
If the item is grey, your role doesn't have permission to reply. Ask an owner or admin for the Can reply role.