Post-purchase product reviews in PrestaShop: invitations and reward rules

A product review request is best sent once the customer has had time to receive and try the purchased item. Before setting up a coupon, define the order status, invitation delay, product scope and moderation rules. The reward should not overshadow the goal: collecting honest feedback about the product.

First, distinguish business reviews, product reviews and Google reviews

A business review concerns customer service, shipping and communication. A product review describes the item purchased. Reviews published on Google and Google's product review programmes are a separate matter. These mechanisms have different requirements, and reward rules should not be transferred between them.

We explain the differences in our guide to Google reviews in PrestaShop: integration and trust. This article focuses on post-purchase invitations and reviews submitted in the store.

When to send a post-purchase invitation

As a starting point, you could use 14 days after the order enters a selected status, one reminder after another 7 days and a link valid for 30 days. These are settings described on the Reviews and Rewards Pro product page, not a rule suitable for every product.

A product that requires installation or longer use may need a different delay from a purchase used immediately. Also check what order statuses mean in your store: "shipped" does not always mean that the customer has received the parcel.

How to choose products and order statuses

Start with one category or a small group of products. Define which orders qualify for an invitation and how to handle cancellations or returns. Custom status names should reflect the actual stage of order handling, not merely sound similar.

Before enabling sending, check the message text, the conditions for contacting the customer and the programme rules. Configuring the module does not replace an assessment of those conditions.

Reminders: when they help and when they become intrusive

One reminder gives the customer a second opportunity to respond. A series of repeated messages can be bothersome, especially if the product has not arrived yet or the customer has reported a problem. Do not assess the campaign solely by the number of invitations sent. Also monitor opt-outs, errors and customer responses.

A review coupon: after submission or after moderation

The module description distinguishes between granting a reward after a review is submitted and after it is approved. The post-moderation option lets you check the content before publication. Moderation should have clear criteria, such as spam or personal data, and should not be used to reject genuine negative reviews.

For the demonstration scenario, let us assume a coupon issued after approval: 10% off the next order, a minimum basket value of 150 zł, validity of 30 days, one use and assignment to the customer. The invitation is sent after 14 days, the reminder after 7 days, and the link is valid for 30 days. This is an editorial example; we have not sent any messages or issued a coupon as part of it.

The reward should not depend on the number of stars

The customer should know the rules before adding a review. Separate participation in the programme from the product rating: in the scenario presented, the reward must not depend on positive content or the number of stars. Also disclose the review's connection to the rewards programme.

UOKiK explains the importance of transparent information about reviews, including how they are verified and published. A technical link to an order alone is not an assessment of the compliance of the entire programme. This article describes the mechanics and is not a ready-to-use set of terms and conditions.

Why this scenario does not apply to Google/Maps reviews

Google Maps policies prohibit material incentives for reviews, their modification or removal. Do not offer a coupon, discount, product or service in exchange for a Google review. You can ask for an honest review without a reward and without pressuring the customer about the rating.

Do not treat displaying business reviews from Google or exporting product reviews for Google as a substitute for an in-store invitation programme. Any export of reviews from a rewards programme requires a separate check of the destination service's policies.

Example message to a customer

Thank you for your purchase. If you have already tried the product, please share an honest review in our store. After you submit your review and it is approved, you will receive a single-use coupon for your next order, in accordance with the programme conditions. The reward does not depend on the number of stars or on whether the review is positive. The programme applies to product reviews in the store, not Google reviews.

Before using it, add the specific coupon conditions, moderation rules and information about the rewards programme. Do not present the example message as a campaign that has been sent.

What to measure in a review programme

Track invitations created, messages sent, reviews submitted, coupons issued and orders using a coupon separately. These figures show how the programme is progressing, but do not by themselves prove an increase in sales. Assessing the result also requires the value of discounts, the cost of handling the programme and comparable order data.

When to choose Reviews and Rewards Pro

If you need invitations for post-purchase product reviews, a sending delay, a reminder and a coupon independent of the star rating, see Reviews and Rewards Pro: post-purchase review invitations. Start with a small scope and clear conditions for the customer.