> For the complete documentation index, see [llms.txt](https://reputon.gitbook.io/reputon-help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://reputon.gitbook.io/reputon-help/customer-reviews-app/customer-reviews-by-reputon.md).

# Customer Reviews by Reputon

{% hint style="warning" %}
**Good to know:** Emails are sent automatically after order delivered, created or fulfilled. You can set the delay (e.g. 3-7 days), customize the content, attach promo codes, send follow-ups and redirect unhappy customers to a private feedback form.
{% endhint %}

### Getting Started

<table data-view="cards"><thead><tr><th align="center"></th><th data-type="content-ref"></th><th data-hidden data-card-cover data-type="image">Cover image</th></tr></thead><tbody><tr><td align="center"><strong>Step 1: Set up review email</strong><br>Configure your email template, choose which platforms to send customers to, and set the delivery timing.</td><td><a href="/pages/YUz8I1Jca3NH38b9LGLl">/pages/YUz8I1Jca3NH38b9LGLl</a></td><td><a href="/files/xSITDPFvESABBs2AdQlH">/files/xSITDPFvESABBs2AdQlH</a></td></tr><tr><td align="center"><strong>Step 2: Boost response rate</strong><br>Add a discount code to incentivize reviews. Send a follow-up email to customers who didn't respond.</td><td><a href="/pages/cA4zDp3ma5RX0WC2wtPp">/pages/cA4zDp3ma5RX0WC2wtPp</a></td><td><a href="/files/h68btdpswaGHuvNa1LZB">/files/h68btdpswaGHuvNa1LZB</a></td></tr><tr><td align="center"><strong>Step 3: Display reviews</strong><br>Show collected reviews in a widget on your storefront. Display from Google, Facebook and more together.</td><td><a href="/pages/tP4KnIHaZZL5esWvmOmK">/pages/tP4KnIHaZZL5esWvmOmK</a></td><td><a href="/files/XLDcEC2G2h1l11ocOz06">/files/XLDcEC2G2h1l11ocOz06</a></td></tr></tbody></table>

{% embed url="<https://www.youtube.com/watch?v=FuqVh8d-2FA>" %}

### Frequently Asked Questions

<details>

<summary>Can I send review requests from my own branded email domain?</summary>

Yes, you can send requests from your own domain or `no-reply@reputon.com`.  Read more here: [Send emails from your own domain 🆕](/reputon-help/customer-reviews-app/faq/send-emails-from-your-own-domain.md)

</details>

<details>

<summary>Can I email customers who ordered before I installed the app?</summary>

You can use the "**Send emails to past orders**" feature for orders no older than 2 months. This is a one-time free option that does not count toward your monthly limit. \
\
For orders older than 2 months, you must export them from Shopify and import them into the app via CSV file, which will count toward your plan limit. Check this guide for details:[Email past orders to get reviews](/reputon-help/customer-reviews-app/faq/email-past-orders-to-get-reviews.md)

</details>

<details>

<summary>Why are my emails stuck as "Awaiting delivery"?</summary>

The "Order delivered" trigger only works with Shopify-supported shipping carriers. If your carrier is not supported, the app won't receive the delivery event, and emails will remain in "Awaiting delivery" status. In such cases, using the "Order fulfilled" trigger is recommended.

</details>

<details>

<summary>Does the app send emails in the customer's language?</summary>

Yes, the AI translation feature automatically detects the customer's language and translates the email. Check this guide: [AI email translation](/reputon-help/customer-reviews-app/faq/ai-email-translation.md)

</details>

<details>

<summary>How do I prevent negative reviews from being published?</summary>

Customers who select a low star rating (1–3 stars) are automatically redirected to a private feedback form instead of being sent to Google, Trustpilot, or any other platform. Their feedback goes to your dashboard only.

</details>

<details>

<summary>Why can't I display Trustpilot reviews in the widget?</summary>

The Trustpilot display widget was removed to comply with Trustpilot’s branding policies. You can still send requests to collect Trustpilot reviews, but they cannot be showcased in the Reputon widget

</details>

<details>

<summary>How do I customize the email or widget design?</summary>

Email templates are editable inside the app. For widget styling, see [How to customize widget style](https://reputon.gitbook.io/reputon-help/customer-reviews-app/faq/how-to-customize-widget-style), you can adjust colors, fonts and more with custom CSS.

</details>

### Need help?

If you ever need help, feel free to reach out to us directly via live chat. We're always here to support you!

<p align="center"><a href="https://go.crisp.chat/chat/embed/?website_id=d24ef16e-6e05-49e9-bd59-a6f3bde0658a" class="button primary" data-icon="arrow-right">Chat with us</a></p>


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