How It Works
When an order is marked delivered, Dinopix can email that customer asking for a review. Because orders sync from your store automatically, this runs without anyone remembering to do it.
An order counts as delivered when your store marks it done (fulfilled in Shopify, completed in WooCommerce), or when you click Mark delivered on it on the contact’s page.
Only orders delivered after you turn review requests on are asked, and only within 30 days of the wait you chose. Your past orders are never emailed in a batch. If you turn review requests off and on again, it starts again from that moment.
Setting It Up
- Go to Customers > CRM Settings and open the Reviews & NPS tab. The page is headed Review & NPS automation.
- Turn on Review request.
- Set Send after (days): how many days after delivery the email goes out. The default is 3.
- Add your Review links (see below).
- Choose your Review routing (see below).
- Choose Save changes.
Review links save as soon as you add or change them. Everything else on the page is saved by Save changes.
Review Links
Under Review links, choose a platform from the list (Google, Facebook, ProductReview, Trustpilot or Other), paste the address of the page where customers leave a review, and choose +. You can add one link per platform.
- ★ marks the primary link. Click the star beside another link to make it the primary one.
- Use my Google listing fills in your Google review link for you. It only appears while there is no Google link yet, and only when there is a Google place to use: for All locations (default), any of your listings with a Google place; for a single location, that location’s own Google place.
- Links for appears when you have locations. Choose a location to give it its own links. Orders at that location use them, and any platform not set there falls back to the All locations (default) links.
Trustpilot works differently: instead of a link, you add your Trustpilot invitation address and Trustpilot sends the invitation itself. While that address is saved, Trustpilot is no longer offered in the review link list. See Trustpilot Review Invitations.
Review Routing
Review routing decides which platform each review request points to:
- Single primary link: every request points to your primary review link. This is the default.
- Focus one platform, then switch: every request goes to the first platform in the Priority order until it reaches a target, then to the next one. Set the target with Switch after (a number of reviews on that platform) and, if you like, Min avg rating, which the platform must also reach. Once every platform has reached its target, requests keep going to the last one.
- Alternate across platforms: each request goes to the next platform in the Rotation order, so several platforms grow at once.
Use the arrows beside each platform to change the order. Focus and alternate need review links for two or more platforms. A Trustpilot invitation address counts as one.
Focus targets count only the reviews Dinopix has captured for that platform, not the total shown on the platform itself. So an Other link, or a platform whose reviews Dinopix doesn’t capture, never reaches its target, and focus never moves past it. A Switch after of 0, or left empty, never switches.
The Email
Under Email content, write the Subject and Message, or leave them blank to use the default. The merge fields {{first_name}}, {{business_name}} and {{order_number}} fill in each customer’s details. The review button and the unsubscribe footer are added automatically.
On a wide screen, such as a desktop or laptop, a Live preview beside the form shows the email as you type. On a narrower screen, such as a phone or tablet, the live preview is hidden and two buttons appear under the message instead: Preview opens the email full size, and Send test to me emails you a copy.
Further down the page:
- Branding: Show your logo (the logo from your business profile), Accent colour, Review button label and a Footer note shown above the unsubscribe line. These apply to review requests and NPS surveys.
- Sender name: the name customers see the email come from. Leave it blank to use your business name.
- Replies go to: where a customer’s reply lands. Leave it blank to use the account owner’s email.
- Send review requests from: Dinopix email (with your business name), or with Surveys Pro, your own email sending service or your own mailbox (SMTP), connected under Email sending. See Send from your own email provider and Send from your own mailbox (SMTP).
- Only orders over: only ask about orders above this total. Leave it blank for any amount.
More on wording and branding: Email Templates & Branding.
Every Customer Is Asked the Same Way
Dinopix asks every customer, whatever you expect them to say. Choosing who to ask based on whether they seem happy, for example sending only people who scored you 9–10 on an NPS survey to a review page, is called review gating. Google's review policy forbids it (businesses must not "selectively solicit positive reviews"), and so do Trustpilot's guidelines. The penalty is removed reviews and, at worst, restrictions on your listing, so Dinopix does not offer it.
You can still act on how customers feel: an NPS survey shows you who is unhappy, and Dinopix can create a task so your team follows up privately.
Sending Manually
To choose the moment yourself, open a contact and choose Ask for a review, then confirm with Send review request. The button appears on contacts that have an email address.
To ask several people at once, tick them in the Customers list, open Send ▾ and choose Request review, then confirm. The confirm button shows how many people will be asked, for example Send 5.
Nobody gets more than one review request in 14 days, or a review request within 2 days of a survey, and people who have unsubscribed are never emailed.
- On a contact: if they had a review request in the last 14 days, or a survey in the last 2 days, a warning says so before you send. There is no warning for unsubscribed contacts. The send is refused, and a message tells you why.
- In a bulk send: contacts with no email address, who have unsubscribed, or who are inside those limits are skipped, and you get a summary.
The Sent Log
The Sent tab in CRM Settings lists every review request and NPS survey, automatic and manual. Its columns are When, To, Type (review request or NPS survey, and how it was triggered, such as Automatic or Manual), Directed to (the platform a review request pointed to) and Status.
The status is Sent, Skipped (the address can’t receive email) or Failed, with the reason. A survey given to your marketing tool shows Handed off. The log records what Dinopix sent, not whether it reached the inbox, so it doesn’t show deliveries or bounces.
Which Plans
Review requests are part of Review Requests & NPS Automation. It is included on Scale, Agency and Enterprise, and Surveys Pro includes it too. On Growth it is an add-on.
Without it, the Reviews & NPS tab in CRM Settings shows a panel headed Full CRM automation with an Add automation button that shows the monthly price. That is the same add-on under its older name. It is billed prorated on your current subscription.
Once added, the same tab shows Remove this add-on, but only to the person who pays for the account, and only when it was added as an add-on. When it comes with your plan or with Surveys Pro, there is nothing to remove here.