Reviews

Review requests

Eturns asks for a review by email after a good moment: an order delivered, or a return, warranty claim or ticket resolved. The email links to a review page hosted by Eturns in your brand. Each order gets one request at most.

Eturns holds a request back when asking would feel wrong:

• while a delivery problem is still open;
• while a warranty defect is still unresolved;
• when the order carries a strong risk signal.

Turn requests on or off with Review requests under Policies → What customers see → Journey.

Reply drafts

For each new review, Eturns drafts a reply in your voice. Low ratings and unhappy reviews always come to you first, with the draft ready to edit. Reply drafts wait in Decisions with the Reviews filter:

• Decisions (Reviews) · Policies → What customers see

Review sentiment also feeds the same product-problem signals as returns and warranty claims, so a run of complaints about one product reaches you on Today.

Publishing replies

Publishing replies to your review platform is not switched on yet. Coming soon Replies stay in Eturns for now. When you approve one, the case shows it as saved in Eturns — copy it to the place the review lives to publish it.

How publishing is planned to work on each plan once it is switched on: