Skip to main content
Review requests are how your store asks buyers for a review. Komerza reviews are available on every plan, including Free. Sending customers to Trustpilot instead requires the Premium plan (Business includes it). Go to Settings → Reviews (sections: Requests, Trustpilot, Automatic reviews).

​
Two moments to ask

Each can point somewhere different. A common setup is Komerza on the delivery email and a Trustpilot follow-up three days later. A new store starts with Leave a review: Komerza and Follow-up: Disabled, which is what every store had before this setting existed.

​
Komerza reviews

The customer lands on a passwordless review page on your storefront, where they can rate and review each product on the order. Reviews appear on your product pages and in Reviews in the dashboard, where you can reply to them.

​
Trustpilot

Pick Trustpilot in either dropdown and the Trustpilot section appears. Whenever Komerza itself links to Trustpilot (a Trustpilot button on the delivery email, or a follow-up Komerza sends), enter the domain your Trustpilot profile is registered under, such as yourstore.com. Customers are sent to trustpilot.com/evaluate/yourstore.com. These reviews are organic rather than Verified, and there is no limit on them.

​
How a Trustpilot follow-up is sent

A Trustpilot follow-up can go out in one of two ways: Official (Trustpilot sends it). This uses Trustpilot’s Automatic Feedback Service. In Trustpilot Business, go to Get reviews → Automatic Feedback Service and copy the unique address it gives you (it ends in @invite.trustpilot.com). Paste it into Trustpilot invitation address. Komerza blind-copies the delivery email to that address, with Trustpilot’s structured-data snippet carrying the customer’s email and the order ID as the reference. Trustpilot sends the invitation and any reminders on its schedule, so the follow-up delay in Komerza is greyed out; set the timing in Trustpilot.
  • Reviews get Trustpilot’s Verified badge, and Trustpilot de-duplicates invitations itself.
  • Every invitation counts against your Trustpilot plan.
  • The customer’s email address is shared with Trustpilot. That is your decision as the seller; make sure your privacy policy covers it.
Link (Komerza sends it). Komerza emails the customer itself after the delay you chose, with the link to your Trustpilot review page. Unlimited and independent of your Trustpilot plan, but the reviews are organic rather than Verified.

​
When a follow-up is not sent

The follow-up is checked again at the moment it is due, and is dropped if by then:
  • the order was refunded, disputed, charged back or cancelled;
  • the customer has already reviewed every product on the order (Komerza destination);
  • the customer used the Stop these emails link in an earlier request from your store;
  • you switched the follow-up off, or your plan no longer allows Trustpilot.
At most one follow-up is sent per order. Undelivered orders are never asked about.

​
Rules

Every buyer gets the same request. Do not offer rewards for reviews or ask only customers you expect to be happy: Trustpilot removes profiles that do, and Komerza does not provide a way to. If you lose the Premium plan, your Trustpilot settings are kept but requests fall back to Komerza reviews until the plan is back.

​
Automatic reviews

The Automatic reviews switch, also under Settings → Reviews, has Komerza leave a 5-star review on each product a customer has not reviewed three days after delivery. A review the customer writes later replaces it.
The purchase is real, but the rating is not: the customer paid and got the product, yet never said it was five stars. In the EU, publishing a review the consumer did not actually give is a banned commercial practice (Unfair Commercial Practices Directive, Annex I, as amended by the Omnibus Directive, in force since May 2022). The UK banned fake reviews in April 2025 under the Digital Markets, Competition and Consumers Act. A verified purchase does not change that. If you sell to consumers in those places, leave this off. You are responsible for the reviews your store shows.

​
Customising the email

The follow-up email is a store-branded email like your receipts. On the Business plan you can replace its template under Settings → Notifications → Customer emails (“Review request”); it supports the order tokens plus REVIEW_LINK and OPT_OUT_LINK.
Last modified on November 8, 2026