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Frequently Asked Questions

Am I a Client or a Customer?

Clients are companies that use FeedbackFair to provide their feedback. Customers are people who place orders with those clients.

Questions from Clients

Accounts

  • What happens if I go over my monthly order number?
    If you exceed the number of orders you can send to us each month in a month, we will contact you to ask if you would prefer to upgrade your account or if you would prefer that we stop collecting feedback for orders above your limit. You will not be charged anything extra without prior approval.
  • How do I cancel my account, and what happens next if I cancel my account?
    Please email us if you wish to cancel your account. If you choose to cancel your account, the reviews collected so far will no longer be available to view on the web or through the API. You will be able to export them from our system at any point during the following month for no charge. After that, your account will be deleted. If you choose, we will preserve a backup of your account at the time of deletion, should you wish to restore your account later.

Shops

  • How many shops can I have?
    There is no limit to the number of individual shops you can have on an account. The only limits on an account are the number of orders you process through it in a month, and usage of the API.
  • What happens if I make a shop inactive?
    Inactive shops are not shown on the front end of the site, and no feedback is requested from customers when a shop is inactive. The API will also not work for inactive shops. No data is deleted, and the shop can be made active again at any time.

Requesting Feedback

  • Can anybody post feedback?
    Only customers can post feedback, and only when you tell us about them.
  • How do I send order details to FeedbackFair?
    The easiest way is to send order details automatically as orders are placed, through our API. You can also upload order details through your admin panel manually if you prefer.
  • Can I customise the emails sent to my customers by FeedbackFair?
    Yes, you can customise the content of emails sent from FeedbackFair through your admin panel.
  • Can I change the schedule for emails to be sent to customers?
    Yes, you can set when each email is sent to customers (except for the "Thankyou for your feedback" email, which is sent immediately when the customer provides feedback). There are three types of email sent to the customer. The first is an introduction from FeedbackFair, to let the customer know we will contact them to ask for feedback in a few days. The second is the email requesting feedback. And the third is a regular reminder email, sent until the customer either provides feedback or opts out of providing feedback.
  • Can I customise the feedback form?
    Sorry, but not at the moment. We have designed the feedback form to be as simple and quick to fill out as possible, to maximise the feedback you receive.
  • I'm not receiving any feedback. Why could that be?
    First, please check that orders are coming in to FeedbackFair properly. You can see a list of the products and orders you have sent us in your admin panel. Second, please check the number of days delay you have set the system to wait before asking for feedback. If it still looks like you should be receiving feedback, please email us.
  • Can I offer a reward for posting feedback?
    Most definitely, and we encourage you to do so! You can customise the "FeedbackThanks" email however you like, and the simplest way to reward people who leave feedback is to add a promotional code to this email.

Managing Feedback

  • Do I have to respond to feedback?
    No, you don't need to respond to feedback unless you want to. However, we strongly urge you to response to at least any negative feedback, and from personal experience we believe that shops that respond to all feedback are perceived as more friendly and trustworthy by their customers.
  • Can I remove negative feedback?
    No, feedback cannot be edited or removed by shops - and that is why customers are able to trust the feedback from FeedbackFair. However, customers may edit feedback after they have left it.
  • What's the best way to respond to negative feedback?
    Sometimes negative feedback is simply the result of a customer venting frustration. Sometimes it is the result of an order being fulfilled poorly. We recommend responding quickly and honestly and working with the customer to improve the situation. It is always worth remembering that an customer with a complaint, when handled well, can become one of the strongest and most vocal of supportive customers.
  • Can I edit feedback?
    Customer feedback can not be edited under any circumstances by a shop.
  • What happens if somebody leaves illegal feedback?
    Please email us in this situation. We will remove feedback if it is defamatory, infringes copyrights or is otherwise against the law.
  • What happens if somebody leaves untruthful feedback?
    If you believe a piece of feedback to be untruthful, please email us. Depending upon the nature of the feedback, we may contact the customer to ask for more information from them and may remove the feedback.
  • Can I remove competitor names from Feedback?
    Although you cannot edit customer feedback, we are happy to remove blatant adverts for competitors from feedback on your store.

Shops

  • Can I display feedback on my own site as well as on FeedbackFair?
    Yes, and we encourage you to do so! It is worth making it clear, when displaying feedback on your site, that the feedback is from an independent service.
  • Do I have to use the API to display feedback on my site?
    We also offer badges, which you can add to your site using JavaScript and style any way you like.
  • Can I display feedback using JavaScript on secure pages?
    Yes, our servers support SSL, so you can display feedback on secure pages.
  • What's the best way to display feedback on my site?
    We suggest placing the overall score for a product well above the fold, near to the "add to cart" button, with a link to the detailed reviews on the page (or on FeedbackFair). Please respect customer privacy - please do not display customer names with their feedback.
  • How do I use the API?
    The API is a system that allows your website to talk to FeedbackFair, without the need to manually import or synchronise data. Your web development team will be able to use it to pass order information to FeedbackFair, and to collect feedback from FeedbackFair. Please see our API documentation for technical details of our API.
  • What are the limits on usage of the API?
    There are limits on usage of the API, to prevent abuse and to encourage caching of data. The limits are related to your account level, and allow for 100 API requests per order sent through to us. You can see your API usage in your account area. If you are in danger of going over your usage limit, or have already passed it, please email us. In rare cases, we may charge a monthly fee for a higher API usage allowance.

Questions from Customers

Using Feedback

  • How do I know the feedback on FeedbackFair is independent and unedited?
    We do not allow any shop to edit feedback under any circumstances. On the rare occasion that feedback needs to be edited for legal reasons, we do so openly and leave a note in place of the feedback explaining why it has been changed. We are only useful to customers like yourself as long as the integrity of our feedback remains high.
  • How are the overall feedback scores calculated?
    The percentage scores are calculated based on the number of people that rate a product or service as "Good" or "Great".
  • Do FeedbackFair ever remove or edit feedback?
    We will remove defamatory feedback, feedback that infringes copyright, or otherwise illegal feedback. We will remove adverts for competitors from feedback. And we will remove swear words from feedback. Other than this, we make no changes to any feedback. When we remove or edit feedback for any of the above reasons, we do so openly and leave a message in place of the original feedback explaining why it has been changed or removed.

Leaving Feedback

  • How do customers leave feedback?
    After an order is placed with a client shop, we send the customer an email introducing ourselves. A few days later (as decided by the client), we send an email asking the customer for feedback. This email contains a link for the customer to follow to provide their feedback. There is no need for the customer to log in or jump through any hoops - they can just start typing their feedback. Feedback for a shop can only be given by people who have placed an order online, and whose details have been passed to us by the shop.
  • How long does it take to leave feedback?
    A couple of minutes. Feedback can be just a single word, if you like - we would rather you wrote something than nothing, of course!
  • Do I have to leave feedback?
    Not if you don't want to! You can submit an empty form on the feedback page to abstain from giving any feedback.
  • Can I change or edit my feedback after I've left it?
    Yes, you can edit your feedback at any time by visiting the same feedback page.
  • Is there anything I cannot say in my feedback?
    We may remove feedback which infringes copyright, is defamatory or otherwise illegal. We will remove adverts for competitors from feedback. And swear words are removed from all feedback.
  • Is my feedback anonymous?
    Shops can see who has left which piece of feedback, so that they can attempt to improve the situation where something has gone wrong. Your feedback is anonymous when displayed on FeedbackFair.com, and we ask our clients to maintain that anonymity on their own sites.

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